***** and bad service

In 2017 took out a funeral cover for my father and uncle on one policy and i am paying R100. 00 for both of them, for a R10k cover each person. I later took another policy for my brother and brother in law and i am paying R162. 00 for both of them for a R30k cover each person.

In March 2022 my father died so i called Emerald to enquiry about the claim process and i was told my father doesnt have a policy with them. In June I decided to investigate the matter, I called them again and I spoke to Phindile and I ask her to assist me with the enquiry that I have on my father's policy. She asked for my father's details and provided them and she told me that my fathers name was scratched out and he was replaced by my brother. Meaning that my brother has 2 different policies with them. I then ask her to provide me with the application form that proves what she was saying, she said at that stage I am not allowed to be provided with one. I asked her what is the process of sending a complaint and she adviced me.

I sent a complaint same day which is the 20 June 2022 to her email as she adviced me to. Since that day no one has acknowledged or given me any update. I send emails for an update, no one is responding. I even sent it directly to complaints department and copied Phindile on the email still no responce.