Poor Service and Unfair Claim Handling – Feeling Misled and Ignored

I’m deeply disappointed with the way my recent claim was handled by this company. I submitted a death claim on 15 May 2025, well before my next premium was due on 25 May. Despite this, the full premium was still deducted after the passing of my loved one. I raised valid concerns about this, but I feel completely ignored and brushed aside.

The company responded by saying that the refund of R1,528.76 was rejected due to “insufficient funds” in my bank account. I was also told that the WhatsApp confirmation of the refund was based on information they didn’t yet have. This kind of inconsistency is unacceptable.

They went on to confirm that the R934.76 EasyPay premium paid on 26 May 2025 is refundable — but that premium was for the remaining member on my policy, not the deceased. I never requested a refund for that.

What I asked for — and still expect — is the full R10,000 payout that the policy promised. I was never told that the amount would be reduced depending on the premium date or any other hidden conditions. I believe this has been handled unfairly and in bad faith.

I also requested that the company pull all my payment history to see how consistently I’ve paid over R1,500 per month, and that was completely ignored. On top of that, I asked for the matter to be escalated, and I was never provided with the proper process or contact to do so.

This entire experience has left me feeling frustrated, disrespected, and misled. If this is how claims are handled, I would seriously advise others to be cautious before taking out a policy here.

I am demanding a full review of my claim, my payments, and a response from someone in senior management. I’ve had enough of the runaround and deserve to be treated fairly.