Formal Complaint Regarding Funeral Claim and Policy Mismanagement

I am writing to formally lodge a complaint regarding the handling of my insurance policy and claim, which has caused me significant distress, inconvenience, and financial strain.

My father passed away in August 2025. Immediately after his passing, I submitted a claim online, as I was unable to visit the branch in person at that time. To my surprise, I was informed that my father was not insured under my policy. This was both confusing and upsetting, as I have been consistently paying premiums for this cover.

In an effort to resolve this, I provided proof of payment, including my bank statements clearly showing monthly deductions made by your company. Despite submitting this evidence, I received no meaningful assistance or resolution.

Due to the urgency of the situation, I had to cover all funeral expenses out of my own pocket. In September 2025, when I followed up on my claim, I was asked to submit supporting documents. However, instead of being given a complete list upfront, I was repeatedly requested to submit documents one at a time. Each time I comp****, I was informed of another “outstanding” document, forcing me to make multiple trips to the branch. This process was not only time-consuming but also financially draining. It felt as though I was being deliberately inconvenienced to discourage me from continuing with my claim.

Furthermore, despite submitting all required documents, including the death certificate, your company continues to deduct monthly premiums from my account to this day. This is completely unacceptable, especially given that my claim remains unresolved.

I am deeply disappointed by the lack of professionalism, poor communication, and the manner in which my case has been handled. I request the following:

A full investigation into my claim and immediate resolution thereof.

A clear explanation as to why I was informed that my father was not insured despite consistent premium payments.

Immediate cessation of premium deductions related to this policy.

Reimbur*****t of all premiums deducted after my father’s passing, as well as any other costs incurred due to this matter.

I trust that this matter will be treated with the urgency and seriousness it deserves.