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Setshego L

1 reviews | Active since Oct 2015

25 Jun 2025, 15:31

Funeral Claim Not acknowledged in 3 days

I’ve sent an email to a contact at Standard with a funeral claim on Monday, 23 June 2025 asking her to forward it to the relevant team if it’s not part of her portfolio. On Tuesday,26 June 2025 I did a follow up where I included a secondary email address and I still didn’t receive a response. Wednesday, 25th June I then resorted to using the bank app but I didn’t get an option to upload documents, and decided to resend the email to her and included these emails from the internet and the Funeral Claims WhatsApp number: *** and *** with the promise that I should expect an SMS with a reference number. It’s been hours and I haven’t received that SMS or response from emails. Between the bank app, emails, WhatsApp and their ***that kept me hanging for nearly 30minutes in two different occasions, I’m not sure which option to use to reach them and whether the claim is being attended to after following all the prompts from the WhatsApp number. When families are facing death in the family, worrying about someone attending to their claim should be the last thing in their minds. I’d appreciate if someone can acknowledge my communications.

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Setshego L's update28 Jun 2025, 08:50
Reviewer Update
To say that I’m shocked is an understatement. After several emails and calls that went unanswered including resorting to one of their branches to get answers after they paid R5000 instead of the amount insured for over 20 years, the branch couldn’t do anything other than put me on a chair to dial the same number I’ve unsuccessfully tried from Wednesday, 25th June and sat there for more than 45mins listening to that annoying music waiting for someone to pick up the call. I ended up leaving without assistance and the person who was communicating with me on email asked for my bank statement so they can investigate further, after I told him how much was deposited and how much I’ve been paying monthly. This policy is with a bank that my monthly salary goes into every month for the last 2 decades, and I had to download and send them a statement while I was at their branch. This is a serious joke!!!! We can’t be paying policies and at a time of claiming we have to go through such things. Taking advantage of poor people who depends on these policies to give their loved ones decent send off is insensitive. What happened to the promise they made that they will pay within 24hrs once all documents are submitted? Now they send emails saying we should wait 8 working days as if they have all the power to dictate when we should bury our loved ones - that will fall into the third week of waiting. After this whole ordeal I’m moving all my policies I have with them. I’ve had it!