Assupol Life NOT PAYING CLAIMS

Good day

I came through to the Assupol Life branch at Maponya Mall on Saturday the 17 th of June, I completed all the admin and submitted all the required documents. I followed up on Tuesday 20th June regarding the status of my payout the call center agent advised that my claim is approved and is currently sitting with Claims and she will follow up and get back to me to date nothing. I again called on Wednesday the 21st of June another call centre agent told me same story as the one from before and did not get back to me. In my distress I drove to Maponya mall branch and asked what is happening no one had an answer they made me sit and wait for 30 minutes until they took me to the back of the office to speak to Jacobeth who did not have the answers. She Jacobeth asked where I did the claim I told her at their branch and she ran out of excuses then she asked when is the funeral I told her Thursday 22nd of June and she was shell shocked she then came up with a story to say that the system is down and I told her she is lying cause if that was the case call centre would have told me also I wouldn't be the only person there with an unpaid claim since saturday there was a long que of people doing claims. She said she will personally ensure I get paid Thursday morning and gave me her cell number. I did not receive the payment on Thursday when I called her she answered the phone and said she will get back to me she never did, when I tried to call her to follow up she did not pick up my phone calls.

The distress this caused is unimaginable the funeral parlor refused to release my father's body due to a shortage of payment, I ended up going around to borrow money to pay to release my father from the funeral parlor.

The claim was paid a week later with no explanation, then again at the end of the month my account was debited for the same policy number why I don't know.

I am extremely disappointed and pained by the experience and the treatment I received from Assupol particularly Jacobeth and the entire staff of Maponya mall.

I am asking for a full detailed report of the investigation before I take the matter to ombudsman. I also want Jacobeth to be held accountable and necessary steps taken

In Distress