Poor Service and Unacceptable Delays in Processing a Claim for Alexander Family

Subject: Poor Service and Unacceptable Delays in Processing a Claim for Alexander Family

I am writing to express my disappointment with the poor service we have received. While your company assists many people, the standard of service in our case has declined significantly.

Our family submitted a claim for a payout in November 2025, and to date the matter remains unresolved. We continue to receive requests for additional documentation, despite our attorney submitting all the required paperwork.

The timeline of events is as follows:

10 March 2026: We were informed that all documentation had been received, the claim was finalised, and payment would be made within 6–8 weeks. End of April 2026: We were unexpectedly asked to provide an executor's letter. 10 June 2026: We were requested to submit the deceased wife's death certificate, which was provided immediately. 12 June 2026: Our attorney was informed that your office was waiting for a SARS clearance certificate and that the process had to be completed manually because the electronic system was not working.

Can it really take more than three weeks to obtain a SARS clearance certificate before payment can be processed?

To make matters worse, the family lives approximately four hours from Gauteng. Every time new documentation is requested, they are forced to travel long distances at considerable expense. This places an unnecessary financial and emotional burden on a family that is already dealing with the loss of a loved one.

We respectfully request an explanation for these ongoing delays, as well as a clear indication of what is still outstanding and when we can realistically expect the payment to be made.

We trust that this matter will now receive your urgent attention and be resolved without any further unnecessary delays.