Cruel, Heartless and none caring provider

<p>I write this with a really heavy heart....my dad was working at Ellerines and a cover with prosperity which he was paying none stop even after going on pension. Things shocked him a bit when he got a letter this year on an Assupol letterhead which we followed up and then we were advised that Assupol has taken over prosperity, were given banking details and all to continue making payments, which we did. Everything changed in May when we were advised by a consultant from Maponya branch (Andrew) that the policy has lapsed due to none payments and that shocked us as my dad had never skipped a payment ever since. Andrew that requested proof of payments (receipts) and we furnished him with everything and he advised that he is sending them to the head office. We continued following it up and we were then advised that the head office needs certain months proof of payments, we handed them over to Andrew and June a lady named Shila was assisting us and she also requested for those receipts and we provided them again. we waited and waited for feedback until I went back to the branch again beginning of July and was assisted by a lady named Tshepiso who advised there’s still no feedback on the logged query and her system still shows that the policy has lapsed...she then requested Andrew to forward the email with all the receipts he initially sent to her so that she can take it further, which she received then sent it to the head office for the hundred time...she also gave me a form used to reinstate policies to handover to my dad to sign and send back....my dad was critically ill at the time but I still got him to sign the document and i took it back....my dad got very sick late June and was admitted. 7days later I went back to the branch to check but still no feedback and the following day Tshepiso sent me and email with feedback from head office stating" Please note that we do not reinstate Ellerines Furnishers policy the client must apply for a IGA Absolute Advantage Funeral Plan"....this was foreign to me and I asked follow up questions and she responded with the following: "So with regards to the email I sent you, it basically means that a new policy needs to be opened, any benefits that were on the Ellerines policy have been forfeited as the policy cannot be re-instated due to premiums that were once missed"....I was so perplexed as this didnt make sense as my dad never missed payments plus we provided them with the proof of payments they requested...on the 07/21 I asked her to send me a statements that clearly elaborate those missed payments and till to-date I’m still waiting. Sadly on the 26 July 2017 my dad passed on with a broken heart as knew that Assupol was giving us a run around and now we left hanging with no one to help us with the claim as the query is still not resolved. IM DISAPPOINTED AND DISGUSTED WITH THE PATHETIC SERVICE ASSUPOL LIFE GIVES TO THEIR CLIENTS. SHAME ON YOU!!!</p>