PATHETIC SERVICE ASSUPOL

My dad passed away on the 9th April 2020, which happened to be 9 days BEFORE my policy matured. I contacted the claims department and was asked for all the certified documentation, which I had to go get certified during this lockdown. No problem I went to get it done. Sent them through, I was told they will contact me in 48hours, they didn’t. Sent numerous emails to get feedback, no reply. They contacted me after 72 hours(3 days) to inform me that my claim was declined due to waiting period not over. I queried it’s only 9 days, you can’t help your customer or give a solution? I was told no. I logged a complaint via email (28April) to complaints@assupol as well as the lady that I sent the documents to Hasmitha Daya. No reply. Resent the eMail to *** still no reply? Logged a complaint on their Facebook post, I was informed to send my contact details and they will be in contact? 2 days later, no one has contacted me, I went again on Facebook and put a reply to say that I have not been contacted, they rep**** to say they have followed up with their agent. That’s it? In the meantime today being my salary date - they deduct the monthly installment - for the person that I have informed them has now passed away and they have ALL CERTIFIED documentation? What is the debit order for?

It’s 3 days since logging a complaint and not a single person from Assupol has contacted me. I work in a complaints office and I am well aware of the turn around time etc. PATHETIC service from Assupol, I was about to take out another funeral cover for my family but I will go to your competition and I will bad mouth you everywhere I go. This is not the service we expect to receive after loosing a loved one. This is not what your adverts boost about! Get your company in order and treat people with dignity, don’t just eat our money, when it’s time to claim you refuse? What was the point of asking me for ALL documentation and for them to be certified only to find out you deny the claim ? Does it make sense to you???

I await your response if any that is. I won’t keep my hopes high for your feedback.