Rand Mutual Assurance – Unresolved Funeral Claim (***4)

Subject: Complaint Against Rand Mutual Assurance – Unresolved Funeral Claim (***4) Dear Ombudsman, I am writing to formally lodge a complaint against Rand Mutual Assurance (RMA) and Bokamoso Funeral regarding an unresolved funeral policy claim that was submitted by my aunt, [Maria Maruping], on 22 January 2024 at their Mapetla Branch in Soweto.

Despite receiving an SMS acknowledging receipt of the claim and indicating that processing would be completed within 48 hours, no progress has been made to date. It has now been nearly four months, and we have encountered continuous delays, poor communication, and shifting requirements from RMA. A summary of events is as follows: • 22 January 2024: Funeral claim submitted at Mapetla Branch. SMS confirmation received promising processing within 48 hours. • 31 March 2024: Follow-up email sent. RMA responded requesting a letter from the king, which was submitted. • 20 April 2024: We were informed a mortuary letter was required. This was submitted promptly. • Shortly thereafter, RMA contacted my aunt requesting Form 1668, which, according to the Department of Home Affairs, does not exist. • All documents, including Form 1663, had already been submitted to Bokamoso, the relevant service provider. • On 7 May 2025, I called and spoke with a consultant named Lawrence at RMA. A reference number (Q***G58) was issued, and I was told he would follow up with the assessor. As of today, no further feedback has been provided.

These delays have caused significant emotional and financial stress to our family during an already difficult time. We believe RMA has failed in its duty to treat policyholders fairly and to handle claims timeously, as outlined in the Policyholder Protection Rules under the Long-term Insurance Act. We are requesting the Ombudsman’s office to urgently investigate this matter and assist in ensuring that RMA processes and pays out the funeral claim without any further delays. All supporting documents, including email correspondence and reference numbers, can be provided upon request.