Urgent Assistance Requested: Unpaid Funeral Policy Claim – Policy No. OT***

Dear HelloPeter Team, I am writing to request your urgent assistance regarding a funeral policy claim that has not been paid by Outsurance.The policy number is OT***. The deceased is my brother, Sonnyboy Twala (ID No: ***), who passed away on 30 November 2025 after being electrocuted at a pub during a load reduction incident involving a generator. My brother was the policyholder, and my mother is the beneficiary. The policy was taken out at Shoprite, with Outsurance as the insurer. Outsurance confirmed that the policy was active and issued a claim number. We submitted all required documents as requested. Later, we were told the claim was not received and had to resend everything, which we did. After further delays, an assessor visited my mother’s home.

The assessor, appointed by Outsurance, questioned my mother in a manner that was extremely distressing. The questioning made her feel as though she was being treated like a suspect in a police investigation, as if she was responsible for her son’s death. This was deeply traumatic, especially as she is not fami**** with insurance processes and was already grieving.We were later told the claim would not be paid because my mother opened the policy and is the beneficiary, despite this being confirmed as valid at the start of the process.Because of the delays, we had to proceed with the funeral through iMakama Funeral Services, who assisted with the casket, tent, and chairs. Outsurance promised payment within 48 hours, but no payment has been made. My mother is now left in debt while mourning the loss of her child.We feel unfairly treated and respectfully ask HelloPeter to assist in escalating this matter so it can be resolved urgently. Kind regards, Pinky Nomadlozi Mokoena ***/***