SBIB is still deducting premiums even after being advised that the insured person is deceased.

Please note that I am very disappointed at with the quality of service I am getting at Standard Bank Insurance Brokers. In June 2021, I lost my grandmother and unfortunately the policy I had for her was still in the waiting period. I was advised that I need to submit a death certificate and complete my details on the form in order for me to be refunded the premiums that I paid so far. I had to go to a number of branches, sent numerous emails, used the whatsApp platform and eventually after involving a manager of one of the branches my refund was paid. The unfortunate part about this incident is that my mother, who does not have access to emails and is not able to visit the branches that I went to, still has not received her refund, even though she has submitted the death certificate and the required form. More than a year later she still has not been refunded. Unfortunately I am not able to query this on her behalf. The deceased is her mother and my grandmother.

Six month later the same thing happened, we lost a family member, brother to my mother and an uncle to me. Through the help of my banker getting a refund for the premiums paid was a smooth process and it took only few days for it to be paid to my account. Guess what, my mother is still struggling to get her refund, she has done the necessary and the sad thing that they are still deducting the premium for this policy on her account, we are in September now and my uncle passed away on 8 of January 2022. This is not fair and needs to be resolved.