Extremely disappointing customer service from the insurance department.

On 14 June 2026 at approximately 14:30, I sent an email requesting the cancellation of an insurance policy that I had never agreed to or authorised. After receiving no meaningful response, I followed up again on 1 August 2026. Despite both communications, I have still not received a proper response or confirmation that my request was actioned.

On Wednesday, 19 August 2026, I visited one of the Mr Price stores in Pretoria, where the staff assisted me by contacting the insurance department. I spoke directly with Nontando Bujela, who indicated that she was processing the cancellation of the funeral cover. I was advised that I would receive an SMS confirmation shortly after our conversation.

As of today, 21 August 2026, I have still received no SMS, written confirmation, or other proof that the policy has actually been cancelled.

What concerns me even more is that I specifically raised my frustration about the lack of response to my emails and requested to speak to a senior person or supervisor. My request was bluntly refused, which I found extremely unprofessional and dismissive.

I understand that administrative processes can take time, but there is no justification for repeatedly ignoring a customer's correspondence, failing to provide confirmation after a cancellation request, and refusing a reasonable request to escalate a complaint to a senior representative.

I expect a company handling customers' financial and insurance matters to demonstrate professionalism, accountability, transparency, and respect for customers.

This experience has been extremely disappointing, and I hope the matter is investigated and that I finally receive written confirmation of the cancellation and a clear explanation of why my previous requests were not properly addressed.