Pathetic, unprofessional service with no Sympathy

We are very disappointed and displeased with the kind of service we received from Outsurance Life after the passing of our Uncle Thulani Zantsi on 18/12/2024. The service was pathetic and unprofessional, with no sympathy to the family. Our Uncle was buried on 04/01/2025 and the payout was on 06/01/2025.

Wendy was our Claim Case Manager and the paperwork was sent to her on 27/12/2024. My sister Portia is the one who filed the claim because Katlego, who is the beneficiary, was also injured in the same accident and hospitalized at the time that the claim was filed.

Our enquiry is why the payout was R50 000.00 plus R50 000.00 accidental death instead of R100 000.00 plus R100 000.00 accidental death.

Wendy tried to explain the reason for the half payout by saying that the policy was outstanding 2 months premiums.

Can we please have an explanation and the policy terms and conditions for this reason on the policy document.