Complaint

Delay in Addressing a discrepancy on the amount of money claimed for the deceased.

Dear Hello Peter,

I am writing to express my deep dissatisfaction with the handling of the funeral claim for my late brother.

France Luthuli Ngibe, a dear brother, passed away on the 6th August 2025. The claim processes were initiated instantly immediately after death certificate was issued. Amongst the insurance companies that covered him was Assupol Life. I went to the Branch by the name of Lusikisiki Assupol branch and they gave me the figures to be paid once the claim process is complete. Amongst the figures to be paid was an amount of R49000 and some change. The process was completed and the money was deposited into my bank on the 8th August 2025. To my surprise, the amount of money deposited was R47000 and some change. I phoned the head office for the insurance and they told me that, I had penalties for missed payments, at the same time I have a refund for the amount of money in excess to the premiums that I paid. I asked them to send me the months with outstanding balance and that, how do I have an amount in excess if I have missed payments. I am phoning them almost everyday to seek clarity, however, till to date they have never given me the relevant response in this regard.

When we are joining the insurance, we are told that, the claim process takes only 24 hours, however, the correction of discrepancy and proper responses takes forever.

This prolonged delay in giving relevant answers and refund is causing significant distress and inconvenience to me. I have patiently adhered to the timeline provided by Assupol Life Insurance, however, have not yet seen any tangible results or responses.

Therefore, I kindly request your intervention in resolving this matter swiftly and efficiently. Any assistance or guidance you can provide to expedite the process and ensure the rightful correction of discrepancies on funds paid to me would be greatly appreciated.

Thank you for your attention to this urgent matter. I eagerly await your prompt response and resolution.

Sincerely, Ntsikelelo Aron Ngibe Cell: ***