Based on recent customer reviews, Icebolethu Funerals is drawing heavy criticism around policy administration and money matters. Clients repeatedly report policies marked as lapsed without notice, debit orders continuing after cancellation, unpaid cash back and 10 percent benefits, and refunds promised at branches like Richards Bay, Empangeni and Port Shepstone that never arrive. Escalations to Client Relations and complaints teams often go unanswered, and several grieving families describe missing tents, gazebos, PA systems, grave markers or late hearse arrivals. Positive reviews single out individual funeral planners such as Immaculate, Bongi and Ayanda for compassionate, dedicated help.
Replied to 72% of negative reviews
Reply time on negative reviews: 369h 4m
TrustIndex
3
Ranking
#11
in Funeral Insurance
Reply Time
317h 10m
NPS Score
-50
Recommended: Unlikely
Replied to 72% of negative reviews
Reply time on negative reviews: 369h 4m
Nov '25 - Oct '26
Frequently Asked Questions About Icebolethu Funerals
What do customers say about Icebolethu Funerals?
Based on recent customer reviews, Icebolethu Funerals is drawing heavy criticism around policy administration and money matters. Clients repeatedly report policies marked as lapsed without notice, debit orders continuing after cancellation, unpaid cash back and 10 percent benefits, and refunds promised at branches like Richards Bay, Empangeni and Port Shepstone that never arrive. Escalations to Client Relations and complaints teams often go unanswered, and several grieving families describe missing tents, gazebos, PA systems, grave markers or late hearse arrivals. Positive reviews single out individual funeral planners such as Immaculate, Bongi and Ayanda for compassionate, dedicated help.
Is Icebolethu Funerals trustworthy?
Icebolethu Funerals has a TrustIndex of 3 out of 10 on Hellopeter, based on 38 reviews in the last 12 months. They reply to 72% of negative reviews, typically within 369 hours 4 min. Hellopeter has tracked Icebolethu Funerals across 171 total reviews. How is the TrustIndex calculated? →
Recent reviews (38)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since May 2024
Incompetency from the manger
Cebolethu has failed to pay me my 10% cash back after 5 years and they also told me that my policy had lapsed in 2024 but yet continue debiting my account till this date... All missed missed were done via EFT and no communication was sent to me regarding the lasing of my policy I went to Jabulani Mall I'm soweto to claim the 10% cash back but to my surprises I did not qualify yet on the WhatsApp portal when I tried to claim I had qualified but couldn't submit my banking details that's why I went to their office that got the biggest news ever
1 reviews | Active since May 2024
Incompetency from the manger
Cebolethu has failed to pay me my 10% cash back after 5 years and they also told me that my policy had lapsed in 2024 but yet continue debiting my account till this date... All missed missed were done via EFT and no communication was sent to me regarding the lasing of my policy I went to Jabulani Mall I'm soweto to claim the 10% cash back but to my surprises I did not qualify yet on the WhatsApp portal when I tried to claim I had qualified but couldn't submit my banking details that's why I went to their office that got the biggest news ever
1 reviews | Active since Apr 2019
Good service by Immaculate at Icebolethu Funerals
I'd also like to express my sincere appreciation to Immaculate, the Funeral Planner at the Icebolethu Randburg branch, for the exceptional service she provided during my claim process. From the moment I arrived at the branch, Immaculate made me feel welcome with her kindness, compassion, and genuine sympathy. She patiently assisted me with completing all the required forms and took the time to explain every step of the process in detail, ensuring I fully understood everything. What stood out the most was her dedication and willingness to go the extra mile. Even after business hours and on weekends, she responded to my messages whenever I had questions or needed clarity. Her professionalism, patience, and caring attitude made a very difficult time much easier to navigate. Thank you, Immaculate, for your outstanding service and for treating me with such care and respect. Your support meant a great deal to me, and I truly appreciate everything you did.
1 reviews | Active since Apr 2019
Good service by Immaculate at Icebolethu Funerals
I'd also like to express my sincere appreciation to Immaculate, the Funeral Planner at the Icebolethu Randburg branch, for the exceptional service she provided during my claim process. From the moment I arrived at the branch, Immaculate made me feel welcome with her kindness, compassion, and genuine sympathy. She patiently assisted me with completing all the required forms and took the time to explain every step of the process in detail, ensuring I fully understood everything. What stood out the most was her dedication and willingness to go the extra mile. Even after business hours and on weekends, she responded to my messages whenever I had questions or needed clarity. Her professionalism, patience, and caring attitude made a very difficult time much easier to navigate. Thank you, Immaculate, for your outstanding service and for treating me with such care and respect. Your support meant a great deal to me, and I truly appreciate everything you did.
1 reviews | Active since Feb 2023
Icebolethu Failed to Deliver Services We Paid for During Our Time of Grief
On 13 July 2026, we were assisted by a sales consultant, Wendy Chambal, who sold us Package No. 9 for R42,000 using a printed price list. She carefully explained everything included in the package, and based on that information, we paid in full. We also paid separately for catering. After we left, we were called back and told the consultant had forgotten to charge us a R3,000 catering delivery fee because she was new. We paid it without argument. A few hours later, we received another call saying the consultant had used the wrong price list and that we now had to pay for the grave ourselves. We returned to the branch, where staff initially denied the existence of the price list they had used. Only after refusing to leave did Branch Manager Nthabiseng Mokone find the original price list in her emails, admit that the mistake was Icebolethu’s, apologise, and assure us that the company would cover the grave costs. We believed the matter had been resolved. However, on the day of the funeral, several services listed on our invoice were not provided, including the PA system, toilet facilities, and grave marker. These were services we had paid for. When I raised this with the branch manager, I was told that because Icebolethu had paid the grave costs after their mistake, they could not provide the other services listed on our invoice. In other words, they decided to substitute services we had already paid for without our knowledge or consent. Their mistake should never have become our burden. We entered into a contract based on the information provided by their employee, paid the full amount, and expected the agreed services to be delivered. Instead, while mourning the loss of a child, we had to fight for what we had already paid for. I have documentary evidence, including the original and revised price lists, the invoice, and WhatsApp messages in which the branch manager acknowledges the mistake and becomes rude at the end and sent an email to ICebolethu. I am seeking a refund for the services that were paid for but never rendered, as well as accountability for the way our family was treated during one of the most difficult times of our lives. I sincerely hope no other grieving family has to experience what we did.
1 reviews | Active since Feb 2023
Icebolethu Failed to Deliver Services We Paid for During Our Time of Grief
On 13 July 2026, we were assisted by a sales consultant, Wendy Chambal, who sold us Package No. 9 for R42,000 using a printed price list. She carefully explained everything included in the package, and based on that information, we paid in full. We also paid separately for catering. After we left, we were called back and told the consultant had forgotten to charge us a R3,000 catering delivery fee because she was new. We paid it without argument. A few hours later, we received another call saying the consultant had used the wrong price list and that we now had to pay for the grave ourselves. We returned to the branch, where staff initially denied the existence of the price list they had used. Only after refusing to leave did Branch Manager Nthabiseng Mokone find the original price list in her emails, admit that the mistake was Icebolethu’s, apologise, and assure us that the company would cover the grave costs. We believed the matter had been resolved. However, on the day of the funeral, several services listed on our invoice were not provided, including the PA system, toilet facilities, and grave marker. These were services we had paid for. When I raised this with the branch manager, I was told that because Icebolethu had paid the grave costs after their mistake, they could not provide the other services listed on our invoice. In other words, they decided to substitute services we had already paid for without our knowledge or consent. Their mistake should never have become our burden. We entered into a contract based on the information provided by their employee, paid the full amount, and expected the agreed services to be delivered. Instead, while mourning the loss of a child, we had to fight for what we had already paid for. I have documentary evidence, including the original and revised price lists, the invoice, and WhatsApp messages in which the branch manager acknowledges the mistake and becomes rude at the end and sent an email to ICebolethu. I am seeking a refund for the services that were paid for but never rendered, as well as accountability for the way our family was treated during one of the most difficult times of our lives. I sincerely hope no other grieving family has to experience what we did.
1 reviews | Active since Apr 2026
Outstanding *** benefit frm year 2020😭
Still no progress from my last review, Icebolethu do not want to pay for my late mother'*** benefit, they call after my 1st review asking for more details, I even gave them the name of the person who was assisting me at umlazi V branch till today nothing happened, i have canceled my policy cos I dnt trust them anymore,
1 reviews | Active since Apr 2026
Outstanding *** benefit frm year 2020😭
Still no progress from my last review, Icebolethu do not want to pay for my late mother'*** benefit, they call after my 1st review asking for more details, I even gave them the name of the person who was assisting me at umlazi V branch till today nothing happened, i have canceled my policy cos I dnt trust them anymore,
1 reviews | Active since Jan 2023
Concerns dealt with Promptly
My previous complaint was attended swiftly and promptly. Client service manager was not aware of my concerns
1 reviews | Active since Jan 2023
Concerns dealt with Promptly
My previous complaint was attended swiftly and promptly. Client service manager was not aware of my concerns