Easypay Lesaka funeral Plan_ Grievance

On the 7th September 2026 I unfortunately lost a loved one, yet I was comforted with the knowledge that I had taken out a funeral policy with easy pay Lesaka. I had faithfully paid my policy knowing that when the time comes I wouldn't have to struggle with having to bury my loved once whom I have covered under my policy. On the 8th September 2026 once receiving all of the necessary documents regarding my deceased family member such as the death certificate, Notice of death, her ID, ect. I went to the nearest branch in my area which is in Eldorado Park. Having all my documents in order too submit and I've filled out the claims form, on the 8th September 2026 at 15:00, I completed the process and the required documents were submitted at the at the Eldorado Park branch by the SSC who gave me two different reference numbers and assured me that all documents have been sent, she told me to call in to the claims department the next day. On the 9th September 2026, I received an sms at 12:42 stating that my documents have been received however I decided to call the branch to call the claims department as told by the consultant at the branch the day before. I made the call at 12:46 on the 09/09/2026, I spoke to a claims consultant who then told me that there was a missing page from the Notice of death at page was page 3 of 3. I was then told that my 48hrs has already started and that I should send in the outstanding document via their claims email address and their client email address, i was also told that the claim will be payed out by Friday upon approval of the claim. I scanned the documents onto my phone, then emailed it to both email address given to me by the consultant. I went to the branch with all the relievant documents again for the SSC to send the outstanding document and she sent it which she gave me another reference number. On the 10th September 2026 I called the claim department once again at 12:40 to find out how far the process of the claim is I was told that the claim is still under review and that once they have reviewed it I will receive an sms by the end of the work day, I accept it and asked when will the payout to the claim will happen, I was told that they cannot tell me when however I should wait for the sms, No SMS was sent and there was no communication to me or anything of the sort. On the 11th September 2026 I called into the claims department at 9:57 to find out about the claim, I was then told that my claim is still under review a rush of panic and fear filled my gut because I am unemployed, I collect a SASA grant and I am have to pay and buy so many things because the funeral is on the 13th September 2026. I than decided to call the complaints department 12:22 because at this point I have not received communication or feedback with regards to my claim. I spoke to a consultant who then transferred me to the claims department where I spoke to a consultant who I had spoke to before concerning my claim. I told her that I would like to state a complain because I have gone about the correct procedure and there has been no communication and that I need to bury my loved one on Sunday and I do not have the funds to do so because easy pay Lesaka is with holding information from me and that I have been a loyal customer. That is when she took down my ID number and said she would put me on hold so that she could see how far the process is. I waited on hold for a minute of so that's when the consultant told me that my policy claim has been approved and that I would receive an sms with my confirming payment of funds into my account or an sms confirming that the process is under way, she assured me that it would take until end of the working day (11/09/2026) for me to receive the payment or an sms, she said that if not payment an sms. An sms has still not been sent and no other communications have come through. It is 12th September 2026 time 03:35, I am anxiously and worried that I will not be able to pay for the rest of the funeral preparations. I have waited 4days, I've spoken to 7 or 8 different consultants with different notions of what is important information to share with me, in this time of bereavement. I've been told many half truths and still no communication with regards to payment. I need help because as 35year old woman who has an entire family depending on me for the funeral to proceed. I find it unfair that at this current point in time my waiting period has been more then 48hrs, with no and that the easy pay Lesaka funeral policy claims are disappointing and disheartening because all I want to do is bury my Aunt in peace. Taking out a funeral policy is meant to make this time of bereavement easier because I have paid and legally I have submitted all of my documents accordingly. It is easy pay Lesaka job now to pay out according to the finacial contract we have together. I am burying my loved one within the next 24hrs and we still have many financial decisions to make.