Unfair and Delayed Claim Process – Policy Cover for Deceased Cousin

I am writing to express my deep dissatisfaction and frustration regarding the way my recent insurance claim has been handled by Safrican. On April 10, 2025, I submitted a claim under my policy for the cover of my late cousin, who sadly passed away on March 30, 2025. I received a message from your company confirming that the claim would be processed within five working days. I waited patiently for that period, but received no follow-up communication whatsoever. After the five working days had passed, I took the initiative to contact the office. Shockingly, my first call was disconnected, and I received no call back. Eventually, after following up again, I was informed via message that I would now need to wait an additional 14 working days. This extension ended last week, yet again, there was complete silence from your side. Today, I contacted the office once more to seek clarity, only to be told that my claim had been declined, without any specific reason being provided. I find this not only unacceptable but incredibly heartbreaking, especially considering the emotional difficulty surrounding the death of a loved one. What troubles me further is that I submitted a similar claim with another insurance provider and it was handled promptly and with compassion—without any complications or delays. The contrast in service and transparency is stark. The lack of communication, repeated delays, and eventual denial of my claim without explanation reflect a serious failure in customer service and honesty. It is distressing that I have had to chase the company at every step, rather than being treated with the respect and care expected during such a difficult time. Given this experience, I am seriously considering cancelling all other policies I currently hold with the company. I no longer feel confident in your commitment to support policyholders in their time of need.