Assupol Payout

I opened a funeral policy in October 2024 for my family. The policy was (started) to be active on the 1st November 2024. My debit order date was the 10th but due to unforeseen circumstances, I had no money in my account but later made arrangements to pay my policy.

One of my insured family members was brutally killed on the 16 November 2024. I logged a claim with Assupol on the 22nd November on a Friday afternoon. Like their promises in the contract and adverti*****ts, I was expecting payout in 48 hours. On Tuesday the 26th, I had not received any feedback and I took an initiative to follow up with whom I spoke to a helpful lady from claims who told me that they needed me to resend documents. I sent it to her immediately, later in the afternoon I called to follow up she told me documents have been received and my payment would be processed. I need to wait for a call. On the very same day, about an hour or so, she calls me and tells me that because I missed my debit order they would need to sit down as a panel and review this. What is there to be reviewed? The policy was active on the 1st of the debit order date, debit order was not paid on the specific date but later paid ! I kept calling in following up with Assupol as the funeral arrangements needed to be done and I cannot carry through anything without funds.

On Thursday, the 28th I called in requesting assistance on how to log a complaint because I am obviously unhappy about this issue. I was notified I'd get a complaint form on email, which I did not receive and I am still waiting for till today. Another need not fullfilled yet again! I emailed the complaints department on Friday the 29th and I have not received any feedback till now. I called in yesterday, the 2nd December to follow up. The agent told me she needed to do a follow up regarding my claim, I asked her to cc me on the email which she was sending, she did but guess what? No response on that email. I called again later in the day to follow up and I was holding in the queue till I ran out of airtime. I sent an email to follow up myself, and still no response.

How stressing it is to have dealt with Assupol during this difficult time for my family and I. We could not even have a decent funeral as we wished, we had to go around borrowing funds in order for to carry the funeral through. I need this matter resolved as soon as possible.