Mis-selling of an insurance policy by Cubix Solutions, trading as Elixi Health

I am escalating a complaint on behalf of my mother, Mrs Thandekile Prisca Duma, regarding the mis-selling of an insurance policy by Cubix Solutions, trading as Elixi Health, underwritten by Bryte Insurance Company Limited (Reg. No. ***, FSP No. ***).

Policy/Membership Number: *** Sales Agent: Tyral Cameron Maduray (***) Date of Sale Call: 2 June 2026

My mother was led to believe she was purchasing medical aid cover for herself and her family. She has since discovered that the policy is in fact an insurance product providing hospitalisation cover limited to accidents and emergencies only, and does not cover general illness or planned medical care as she was led to believe.

We first lodged this complaint directly with Bryte Insurance Company Limited, together with a detailed breakdown of the specific points in the sales call transcript that support it. Bryte has since responded that no refund is due because my mother answered "yes" to various questions on the call. We do not accept this as an adequate response, for the following reasons:

1. My mother repeatedly asked, near the start of the call, for the agent to speak Zulu because she wanted to understand everything. This was not accommodated, and the entire sale proceeded in English at a fast pace regardless.

2. When asked what cover she wanted, my mother said she needed to "be admitted when sick" – a description of general hospitalisation for illness that this policy does not provide. The agent did not point out this mismatch and proceeded to sell her the plan as though it met her need.

3. The critical limitation – that the policy covers accidents and emergencies only, and not planned medical care – was disclosed only after her banking details had already been collected and confirmed, and it was delivered as a single line buried inside a long, fast, uninterrupted script.

4. The "yes/no" confirmations Bryte is relying on, including the final confirmation that she understood this was insurance and not medical aid, were only obtained after the plan, premium, and debit order had already been agreed and her banking details captured. This is a compliance formality, not evidence of informed consent given at a point where she could still meaningfully decline.

5. During the third call, my mother was unwell, and my brother answered a rapid series of scripted yes/no consent questions on her behalf while she was not directly and continuously engaged in the conversation.

A "yes" answer to a scripted question, obtained under these conditions and after the point of no return, does not amount to informed consent to a product she did not ask for and would not have agreed to had it been properly and timeously explained to her in a way she could understand.

We are seeking a full refund of all premiums and fees paid on this policy since inception, and cancellation of the policy from inception (ab initio).