Life insurance policy

Dear Sir/Madam,

I am writing to express my deep concern and disappointment regarding the handling of my funeral policy claim following the passing of my sister.

In March 2003, I took out a funeral policy for my sister, with cover commencing in April 2003. At that time, the policy provided funeral cover of R9,000.

Later, on 4 November 2015, I approached Old Mutual to take out an additional funeral policy for my older sister to ensure that there would be sufficient cover to meet funeral expenses should anything happen to her. The monthly premium for this policy was R238.56, and the first premium was deducted in December 2015.

To my surprise, both policies continued to be debited from my account over the years, and I understood that the cover remained active.

Sadly, my sister passed away on 24 May 2026. When I visited your offices to submit a claim, I provided the death certificate and was advised that additional forms would be required. I was further informed that the quickest way to process the claim would be through your electronic system, which I duly followed.

I was shocked to receive an SMS stating that my sister was never covered under the policy. This is extremely concerning, especially considering that premiums have been deducted consistently for many years.

I am currently grieving the loss of my sister and am under immense emotional and financial pressure, as her funeral is scheduled for 6 June 2026. Instead of receiving support during this difficult time, I am faced with uncer*****y and distress regarding a policy for which premiums were paid faithfully over an extended period.

I respectfully request an urgent investigation into this matter and a clear explanation as to why I have been informed that my sister was not covered despite the ongoing premium deductions. Given the urgency of the situation and the upcoming funeral arrangements, I would appreciate a prompt resolution.
The deceased NOBATEMBU MAKASI 16/12/1940
***.

Thank you
Nomalibongwe Makasi