Claim issue with Assupol life

Good day.I would like to kindly request an update regarding the progress of the investigation into my claim. Since posting my initial review, I have not received any follow-up communication from your company. I have also made several calls seeking clarity, but unfortunately no one has been able to provide me with clear answers. The only call I received was from your consultant, Kefilwanyane Sejeso, who requested that I complete and submit claim documents. This was quite surprising to me, as the claim had already been lodged at one of your branches and all the necessary documents had been completed at the time. My concern is how such important client documents could go missing. Furthermore, I would like to understand how the claim could be approved and then reassessed at the same time. I would appreciate a clear explanation and an update on the current status of my claim. This has been a very difficult time for me, and I hope that your company will handle the matter with the care and professionalism expected when clients are dealing with the loss of their loved ones.

Kind regards.
Oyena Mthi

This situation is particularly concerning as I was informed that the reassessment by the auditors would take 5 to 7 working days, and today marks the fifth working day without any update on the progress of my claim. The delay and lack of communication are causing significant distress, especially as I currently have outstanding funeral expenses that need to be settled. I would therefore appreciate urgent feedback and clarity on the status of my claim, as well as an indication of when the matter will be resolved.

Do not note my comment sort out my currently issue I’m your client and I demand answers this is the 3rd week since i lodge a claim which you have approved on friday last week but the payment is not reflecting on my account.

My direct email is *** and i havent receive any response

Received thank you

Gooday
I would like to request clarification regarding the current status of the claim. I was contacted by the Forensic Department on Friday and was informed that the review process had been finalized. I am therefore a bit confused to receive an update indicating that the matter has now been referred to the Forensic Department for a review that may take up to 14 days. Could you kindly confirm whether the forensic review has already been completed and advise when the claim payment can be expected, as the funeral expenses remain outstanding.

Your prompt assistance in this matter will be greatly appreciated.

Kindly respond to this email ***

Dear Sir/Madam,

I am writing in response to the update indicating that my claim has been referred to the Forensic Department for further review.

I would like to formally raise a serious concern regarding the conduct of the investigator Mr Thembinkosi Zulu, who has been handling this matter. During his interaction with the child’s mother, he made statements alleging that the child passed away in 2014. This information is completely incorrect and has caused great distress to the family.

For the record I have a recording of Mr. Zulu clearly stating that the child passed away in 2014, which is false. Such statements are misleading and damaging to the family, especially during such a sensitive time.

We have already explained the circumstances regarding the funeral arrangements. The body was collected by AVBOB however, the burial was conducted by another funeral parlour because your Assupol did not cover the funeral expenses at the time. As a result, the family had to make alternative arrangements to ensure that the deceased was given a proper burial.

It is therefore very concerning and disrespectful for the family to be treated in this manner and for the claim to be labelled as *****ulent without proper verification of the facts.

I would also like to ask whether it is standard procedure for Assupol investigators to present incorrect information to grieving families in order to dispute or avoid paying a legitimate claim?.

In order to resolve this matter transparently, I request that Assupol representatives meet with the family in person so that all facts can be verified. The family is prepared to show the burial site and provide any further information required to confirm the legitimacy of this claim.

Furthermore, should this matter continue to be handled in an unfair or unprofessional manner, I will have no option but to escalate the issue to the relevant regulatory authorities, including the Ombudsman for Financial Services Providers, for independent review and intervention.

The family was even prepared to meet with him in person after he initially stated that he was currently in Durban yesterday in order to provide any information or documentation he required to assist with the matter. However, he later changed his statement and claimed that he was no longer in Durban. This sudden change in his account raises serious concerns regarding the accuracy and credibility of the information he has been providing to the family.

Noted thank you

May I kindly request an update, as this is currently the only communication channel through which I am receiving a response

I havent received any email thus far

Last email received was on the 10th of March I’m not sure if you referring to that one.

Noted thank you kindly forward the email to ***