OUTSURANCE: CHEAP MANIPULATION

After submitting a funeral claim in July 2025, I spoke to Mahlatse Bodiroa who advised that the policy was 2 premiums in arrear and that they would only be paying a specific amount, however he overlooked the fact that 2 premiums was paid in December 2024. This I disputed and was advised that the matter would be referred to a team manager.

Team manager Ivan called me on the 18/09/2025 advising that there was no premium paid in October 2024. I emailed him the proof of payment, however he still insisted that there was no payout due to me and asked why I haven't advised him of the double payment made December 2024. I was told that he would get back to me today 22/09/2025 however he is not returning any of my calls and refuses to speak to me.

I am baffled by the fact that he had the nerve to ask me why I haven't advised him of the double payments made in December, don't they have all payments/ premiums on their system????

What I don't understand is that 11 premiums were paid for 2024/2025, however I am told that only 10 was made. Normally when a policy is in arrears you would be notified and if not paid the policy would lapse. If the policy is 2 month in arrears shouldn't the policy have lapsed???

I would appreciate that a manager look into this matter and please advise me what is happening, alternatively I will be addressing this matter with the NFO.