Long outstand claim

Good day,I acknowledge receipt of your response; however, I must express my serious dissatisfaction with the handling of my claim.My claim was submitted on 10 December, and to date, more than three months later, I have not received any meaningful feedback, outcome, or resolution. It is completely unacceptable that only now the matter is being “logged for investigation,” despite my numerous follow-ups and a formal complaint sent on 4 March which also went unanswered.This level of service falls far below acceptable standards and contradicts the turnaround times communicated in your policy. As a result of your delays, I was forced to cover funeral expenses out of pocket and incur debt, which has caused significant financial and emotional strain.At this stage, I require the following:

• A clear explanation for the excessive delay in processing my claim
• Confirmation of the current status of my claim
• A definite timeline for final resolution
• Immediate escalation of my matter to a senior manager

Please note that if I do not receive a satisfactory response within 48 hours, I will have no choice but to escalate this matter to the relevant regulatory authorities for further intervention.I expect urgent attention to this matter.

khanyiswa ndude <***> | 1:41 PM (3 hours ago) | |
to Complaints, Claims





Dear Sir/Madam,I am writing once again regarding my funeral claim submitted on 10 December, which remains unresolved to date.On 20 March, I sent a follow-up email and was subsequently contacted by your representative, who advised that my claim would be discussed in a meeting scheduled for Monday, 23 March, and that I would receive feedback thereafter.On 23 March at approximately 09:45, I received another call indicating that, just before the scheduled 10:00 meeting, your office was still attempting to verify my relationship with the deceased through a family representative.While I understand the need for verification procedures, it is completely unacceptable that this step is only being undertaken more than three months after the claim was submitted. This delay reflects serious inefficiency and lack of urgency on your part.It is deeply frustrating and emotionally exhausting that I have had to follow up continuously, week after week, with no meaningful progress or clear communication. I feel disregarded, ignored, and treated without the sensitivity this matter deserves.As of today, another week has passed without any resolution. I can no longer tolerate this ongoing delay.I now require a clear and final response:
Will this claim be approved and paid, or not?Please provide a definitive outcome within 48 hours of receiving this email. Should I not receive a satisfactory response within this timeframe, I will have no option but to escalate this matter to the relevant regulatory authorities.I am extremely disappointed in the level of service I have received and will not recommend Assupol to anyone based on this experience.I expect your urgent response.Yours faithfully,
Khanyiswa Ndude

We are now in a new month and I still have not received any answers or feedback from Assupol. At this point, I am unsure what more is required from me. I have never experienced such appalling service before. My cousin’s son’s body has already begun to decompose, yet five months later I am still going back and forth regarding this funeral policy. It is deeply distressing and unacceptable. I feel as though I am being treated like a nuisance, as if I am begging for a service that you are obligated to provide to the public. All the required documents were submitted, and I have been patient throughout this process. However, this situation has gone beyond standard checks and has become a blatant disregard for my rights as a customer and as a bereaved family member.

Good day

Responding to the above response, i looked yesterday and today I RECEIVED NO REPLY. I was called and promised to receive feedback today. I am still waiting.

Good day,My claim was submitted on 10 December, and I am still waiting for an outcome. Throughout this process, I have continuously been informed that the delay was due to the inability to get hold of the family informant.However, on the 18th, I spoke to my cousin, who confirmed that a representative from Assupol contacted her on the 16th to verify our relationship. Today is the 29th, and I am still receiving emails stating that the claims department is reassessing my claim.At this stage, I am left uncertain as to what exactly is still outstanding and why there continues to be no resolution. It feels as though I am simply being made to wait with no clear explanation.Please provide me with an urgent update on the exact status of my claim, what is still being assessed, and when I can expect a final outcome.Kind regards,

Thank you for your response.However, I must be honest and say that your email has not eased my frustration. Instead, it has increased my concern, as it does not provide any clear deadline or timeframe for when this matter will be resolved.According to Assupol’s own policy, complicated claims can take up to two months to be finalised. My claim has already exceeded that period, yet I am still receiving no definite answers or reassurance.At this stage, I need clear communication and a realistic timeframe for completion. I would like to know exactly how much longer this process is expected to take and what outstanding matters, if any, are still delaying the finalisation of my claim.This matter has already caused significant distress, and the ongoing uncer*****y is unacceptable. I kindly request urgent feedback with a specific timeline for resolution.I await your prompt response.

Good day,I am writing to formally raise my dissatisfaction regarding the handling of my claim submitted in December, which to date has still not been finalized.Since submitting the claim, I have received multiple SMS notifications stating that my complaint is being worked on, yet there has been no proper progress or resolution. It was only in March, after I personally started following up on the matter, that any form of action appeared to be taken. We are now in June, and I am still being sent from pillar to post regarding this claim.I recently received a call from one of your consultants informing me that two family informants were contacted — an uncle who allegedly does not know me and an aunt who does. My concern is that I was never the person who provided these contacts to begin with, yet I am now being told that my claim may be declined unless I provide an alternative family member.I have no issue providing another family member if necessary. However, what I find completely unacceptable is the audacity to suggest declining my claim when ASSUPOL failed to properly process or investigate the matter from December until I escalated it myself months later.This is now the first time I have had to claim from a policy with ASSUPOL, and unfortunately it has been one of the worst experiences I have ever encountered with an insurer. When opening the policy, there were absolutely no issues with collecting monthly premiums. However, when it comes time for the company to honour the policy and pay a valid claim, customers are treated as though they are asking for a favour instead of receiving a service they have paid for. I request urgent intervention and proper finalisation of this matter without any further unnecessary delays. I would also appreciate a clear written explanation regarding:

• Why my claim was not actively processed from December until March;
• Who provided the family informants that were contacted;
• On what basis the claim can be considered for decline due to information I did not personally provide.

I trust this matter will now receive the seriousness and urgency it deserves.

I am writing to formally complain about the poor service I have received regarding my claim and the subsequent refund of my premiums.My claim was rejected, and I was informed that my premiums would be refunded. However, despite being advised that the refund would be processed, I have not received any payment or meaningful feedback. It has now been approximately 20 days since I was informed of the refund, and I continue to experience delays.I have been attempting to resolve this matter since December 2025. Throughout this process, I have had to continuously follow up for updates, only to be told that the matter is being escalated or followed up with the claims department. The lack of communication and failure to provide clear timelines has caused significant frustration and inconvenience.