Misleading information about your Funeral policies

My sister took a funeral cover at one of your partner stores (PicknPay Moruleng mall) however was misled about the whole policy. She was informed that her current premium included multiple family members only to find out during a claim that it only included her.. The primary member. Despite multiple follow ups with your claims department she is now told the matter is being referred as the DOB was incorrect. This looks like an excuse to not acknowledge your incompetence in the matter. 1. She was sold this product while shopping for her groceries. Your consultat then advised she should "whatsapp her the correct information since she was abruptly sold this product at the store and was not prepared) 2. She then sent the whatsapp only for your records to still not be updated with this information. Understand that not all clients understand the processes for taking up insurance, she was never provided with the record of advise to acknowledge that the policy had been set up and which members are covered in the policy. 3.Your consultant was not Fit and Proper to have sold this product as she was not also not well informed about the policy information and thus cannot be punished for your service failure. 4. You have made the claiming process 10x worse when you should know how emotionally draining funerals can be. Our uncle was buried with sore hearts and absolutely no assistance from you guys.

Please get senior management involved on the matter as failure to do so will result in us writing to the Ombudsman about the whole ordeal. You have 2 business days to investigate and provide us with a solution to this mess created by your staff. Deduct whatever amount you would've paid to the threshold of the DOB provided as the correct names were used. We look forward to hearing back from you