Bad Service

Dear Assupol Complaints Team,

I am writing to lodge a formal complaint regarding the handling of my funeral policy claim for my late uncle.

I submitted all the required documentation via email on 26 August 2026 at approximately 07:30. Since submitting my documents, I have received no proactive communication or updates regarding the status of my claim. I have had to repeatedly contact your Contact Centre myself simply to obtain information and follow up on the progress of my claim.

This is extremely disappointing and unacceptable, particularly given the nature of the policy. The death of a loved one is already an incredibly difficult and emotional time for a family. The last thing a grieving family should have to do is repeatedly call, follow up, and essentially beg for assistance regarding a benefit that they have been paying for and are entitled to claim.

I expected a much higher level of empathy, professionalism, and communication from Assupol. Instead, this experience has left me feeling frustrated, unsupported, and deeply disappointed. I would like the following addressed urgently: Confirmation that my claim and all submitted documentation have been received and are in order.

A clear update on the current status of my claim. An explanation for the lack of communication since my documents were submitted. Confirmation of when I can realistically expect the claim to be finalised and paid. An explanation of what Assupol will do to prevent customers from having to repeatedly contact the Contact Centre for updates during an already difficult time. This experience has seriously damaged my trust in Assupol. At this stage, I can confidently say that I will not consider taking out any further Assupol products, nor would I recommend your products to others based on the way this claim has been handled. A time when someone passes away should be a time of mourning and supporting the family—not a time when grieving customers have to beg and plead for a policy to pay out. I sincerely hope Assupol takes this complaint seriously and urgently resolves my claim. I look forward to receiving a written response and a clear update on the status of my claim. Kind regards, Shane Vercuil ***