Outsurance is busy allowing funeral policy cover *****.

Good day ombudsman,

I am writing to formally lodge a serious complaint regarding an unauthorised change to the beneficiary on my OUTsurance funeral policy.

Last week, I received my funeral cover policy documents and immediately noticed that the beneficiary details had been changed. The documents now reflect Donay Nieuwenhuisen (date of birth: 02 July 1982) as my beneficiary.

I want to make it absolutely clear that I did not authorise or request this change. Donay Nieuwenhuisen is not my sister, and we are not related. Since 2023, Chanelle Louw (ID number: ***0****9) has been my beneficiary, and since taking out this policy, I have never authorised anyone else to be added as my beneficiary.

I have already brought this matter to OUTsurance's attention and requested that the incorrect beneficiary information be rectified. However, I am extremely concerned that, despite notifying OUTsurance, Donay Nieuwenhuisen's details are still appearing as my beneficiary.

I also wish to raise a serious concern regarding how this matter has been handled. After I reported the issue, I received repeated telephone calls from approximately 07:00 in the morning. I am currently unwell and suffer from severe headaches, and these repeated calls have caused me considerable distress. I request that all further communication regarding this matter be handled in writing, unless a telephone call is absolutely necessary and agreed upon beforehand.

I want to place the following on record while I am alive, mentally capable, and fully able to make my own decisions:

DONAY NIEUWENHUISEN IS NOT MY AUTHORISED BENEFICIARY, AND I HAVE NOT GIVEN HER PERMISSION TO BE ADDED TO MY FUNERAL POLICY. I DO NOT AUTHORISE ANY PAYMENT OR BENEFIT FROM MY POLICY TO BE MADE TO HER.

I strongly suspect that my beneficiary details were changed without my knowledge or consent and that this may constitute ***** or unauthorised access to my personal and policy information.

I am also concerned that Donay Nieuwenhuisen may have obtained information about my OUTsurance policy through her employment at OK Furniture/Money Market. I request that OUTsurance investigate how my policy and personal information was accessed and how the beneficiary change was submitted and processed.

I intend to open a case of suspected ***** with the South African Police Service (SAPS) against Donay Nieuwenhuisen. I also request that OUTsurance preserve all records relating to this matter, including the original beneficiary information, the date and time of the alleged change, the method through which the change was requested, any documents or electronic records submitted, the identity of the person who processed the change, and any relevant call recordings or system records.

I require OUTsurance to urgently:

Investigate the unauthorised beneficiary change.
Confirm in writing who authorised or requested the change and when it was made.
Explain how Donay Nieuwenhuisen's details came to be recorded as my beneficiary.
Reinstate my authorised beneficiary, Chanelle Louw, subject to verification of my original policy records.
Confirm in writing that no payment or benefit will be made to Donay Nieuwenhuisen on the basis of this unauthorised change.
Investigate whether my personal and policy information was improperly accessed or disclosed.
Provide me with a written outcome of your investigation and details of the steps being taken to prevent this from happening again.
Communicate with me primarily in writing due to my current health circumstances.

I am extremely unhappy with the way this matter has been handled and expect OUTsurance to treat this complaint as a serious potential case of *****, unauthorised access, and improper alteration of my policy information.

Please acknowledge receipt of this complaint and provide me with a written response as soon as possible.

Regards,

L September