FUNERAL POLICY GIVING ME RUNAROUND

My name is Nthabiseng Ngobeni. I am writing to you in relations to my funeral policy with Nedbank. On the 13th of October my elder brother Lenteng Nobert Ngobeni was hit by a car driven by drunk police police officer on his way home. I submitted my claim to Nedbank with all the relevant documentation on the 16th October and i was informed to wait for 48 working hours before it pays up to assist with the preparations of the funeral. I made it clear that i was intending laying my brother to rest on the 21st, that information clearly meant nothing since you didn't even bother communicating with me as a client. 5 days later I had not received any correspondence from them. Only when i called my branch i informed that my claim has been referred to the RISK DEPARTMENT and i that i should wait for 21 days, who is supposed to cover the costs of the morgue if one is to wait that ridiculous time?. Clause 6.8.3 states that there is NO WAITING PERIOD FOR ACCIDENTAL DEATH (unnatural) regardless of the category of dependant! Nowhere on my contract does it state that in an event of death my claim will be referred anywhere else.