Complaint Regarding Funeral Policy Claim – Poor Service and Mismanagement

I am writing to formally lodge a complaint regarding the handling of my funeral claim following the passing of my nephew on 20 July 2025. I submitted all the required documents, including the police report, on 21 July 2025, and was informed that the claim would be processed within 24 to 48 hours. However, when I followed up after this timeframe, I received an SMS stating that the claim was still in process and that I would be notified before 15 August 2025. Due to this delay and lack of communication, I was forced to make alternative arrangements to bury my nephew, which placed an unexpected financial burden on me and my family. I trusted Capitec to assist in such a time of need, only to be left unsupported and misled. Today, I contacted your team and spoke to Sihle, who insisted I check the Capitec app for updates. When I explained that the app provided no resolution and requested to speak with a senior person, she became dismissive and overtalked me. I was eventually told that her senior is Nonkosaza, but after being placed on hold for over 25 minutes, no further assistance was provided. This entire experience has been deeply distressing. Capitec’s failure to honour its funeral cover commitments, the misleading communication, and the lack of empathy from staff have caused unnecessary emotional and financial strain. If Capitec cannot deliver on its promises, I strongly urge others to reconsider entrusting their funeral cover needs to your services. I feel deceived premiums are consistently debited from my account, yet in my time of need, I received nothing but delays and excuses. I demand a written explanation regarding the handling of my claim and what actions will be taken to rectify this. I also request that my concerns be escalated to senior management. I await your urgent response. reference ***8