Unfair Rejection of Reinstated Policy Claim – Request for Urgent Review

I am deeply disappointed with the treatment we have received from Icebolethu Funerals regarding the funeral policy of my late brother.

The policy in question had lapsed for just under two months. On the 23rd of May 2025 at 13:43pm — while my brother was still alive — I paid the outstanding premiums on his behalf to reinstate the policy. Sadly, my brother passed away later that same day at 15:34pm.

Following this, we were advised by the Icebolethu undertaker that the claim process could proceed, as the policy had been reinstated. We were also told that Icebolethu would assist us in ensuring a dignified burial, albeit at an additional cost to the family. At that time, we were under the impression that we would receive full support from the company.

However, my uncle had also taken out a separate policy with TS Funerals, who offered similar services at a more affordable rate. As a family, we made the decision to proceed with TS Funerals and requested a cash claim payout from Icebolethu instead. This was after we had paid a R5,250 storage fee to Icebolethu for the initial arrangements made.

To our shock, Icebolethu later rejected our claim, citing that their policies lapse after two months and seven days — contradicting their own Terms & Conditions which state that a policy may be reinstated if premiums are paid to bring the account up to date.

When I contacted our consultant for clarity, she escalated the matter to the claims/account manager, who then informed us that the real reason for the rejection was because we had moved the deceased to another funeral provider. This is both ********* and unjust.

We are now left having paid storage fees and premiums in good faith, yet receiving no support or payout from Icebolethu.

We demand a full and fair review of this matter, based on your policy’s reinstatement terms and the fact that the premium was paid while the policyholder was still alive. It is unacceptable to be penalized for choosing a more affordable option during a time of grief.

We expect transparency, fairness, and compassion — not contradictory explanations and rejection of valid claims.

number : IFS772803 Claim number : CLM66583 Life assured : Neo Mduduzi Mogale Claim Type : Funeral Benefit Date of death : 23 May 2025