Dissapointed

Icebolethu declined my policy.

I joined Icebolethu on 21 November 2023 and registered my brother as a dependent on my policy. At the time, Icebolethu policies were underwritten by Sanlam, and I was not made aware of any exclusions regarding the cause of death, including those related to ******** activity.

On 7 August 2024, I received an SMS from Icebolethu informing me that the underwriting would be transferred from Sanlam to RMA (Rand Mutual Assurance). The message clearly stated that benefits, waiting periods, and terms and conditions would not change. Based on that communication, I trusted that my policy and coverage remained unchanged.

Tragically, on 5 June 2025, my brother was shot and killed by police, allegedly during a ******** incident. I contacted Icebolethu the following day, 6 June 2025, and they collected my brother's body from the government mortuary. On 9 June 2025, I submitted a funeral claim. On 10 June, I followed Icebolethu's request and submitted a police statement as supporting documentation.

On 11 June 2025, I was contacted by Icebolethu and informed that my claim had been declined by RMA due to the nature of the death, which they allege involved ******** activity.

I was shocked by this outcome, especially given the SMS assurance that no terms or exclusions would be changed when the underwriter transitioned from Sanlam to RMA. I raised a complaint with Icebolethu's complaints department on 12 June 2025, explaining that when I joined, such exclusions were not present. I also requested a copy of my signed policy documents. Icebolethu responded by sending only a disclaimer form (page 3 of 5), stating that it was the only document they had on record for my policy.

This situation has placed an extreme financial and emotional burden on me. I took out this policy specifically for peace of mind, so I could afford a dignified burial for my loved ones. Instead, I had to carry the cost of the funeral myself while still under a valid policy.

Its now over 14 days after sending my complaint to Icebolethu till today i have not received feedback when i called the call centre the lady advised that for me to get the signed policy document can take up to 6 months