Horrible experience to say the least with Liber funeral claim process

NB: The one star is just so I can post this. You don’t even deserve that.

My mother had a funeral policy with Liberty for years—which I personally paid without fail every single month. And yet, I had to bury my mother without a single cent from Liberty, the company supposedly meant to cover her burial.

Let’s talk about the chaos:

On Monday, while I was still waiting for documents from Home Affairs, I called Liberty to ask about the process. They said the beneficiary must submit the claim form, but refused to tell me who the beneficiary was. I assumed it was my sister, and she sent in all the documentation that very night.

Tuesday, I called to confirm. They said the documents had been received. Then I got an email from Vuyo Gwagwa, who didn’t even clearly state what was missing—just vaguely said more documents were required. I followed up again, and they claimed the documents for the claim "seemed correct."

On Wednesday, suddenly they inform me the beneficiary is actually my mother’s daughter-in-law. That’s something they could’ve told us on day one, but no—they’d rather waste time and drag things. The beneficiary then sent the updated documents as requested.

Thursday, I call again to confirm. They say they received the documents and it's still “within the 48-hour turnaround.” By Friday, no payment. Now they start asking about the beneficiary’s bank—she uses FNB, but Liberty uses Standard Bank, so it’ll take more time.

I told them I’m burying my mother on Saturday, and the best response I got? “The matter has been escalated.” Escalation does not bury people that have been honestly paying for years. Money does.

I am disgusted by Liberty. This company is ***********, useless when it matters, and completely unreliable. I wouldn’t recommend Liberty to anyone. In fact, I’ll make sure no one I know makes the mistake of going anywhere near Liberty.

You failed my mother. You failed me. And I will never forget that.