Disgusted

The service I have received from Standard Bank funeral plan is just beyond pathetic. I submitted a funeral claim on Wednesday 29/07/2020 but I still haven't received the funds even today. At first I was given a run around at the Bluff branch on Tuesday 28/07/2020 by one Indian staff member. After a long time standing in the queue she gave me a number and requested that I submit the claim over the phone using my own airtime. When I phoned the very same number that was given to me by this staff member on Wednesday morning I was told I need to go to the branch because it's not done via the phone. So I went back to the branch for the 2nd time to submit the claim. I was assisted by Nokuthula who was really helpful. She even phoned me on Friday 31st to provide feedback and she told me it was with the assessors. On Saturday 1st August she phoned me again when she realised I still haven't received the funds and tried to offer further assistance. What I need to understand from Standard Bank is what is the need of a funeral plan if they failing to pay the funds on time. I have been paying for my father's funeral plan since 2006 or 2007 and I have never missed a single payment but this is the kind of service I received. I'm so disappointed, disgusted and annoyed. I had to go beg and borrow in order to bury my father but I have been paying for a funeral plan for so long even during the time I was retrenched and unemployed for 5 months I made sure my funeral policies were up to date. I even logged a complain on Sunday 2nd August after the funeral but I still haven't received any assistance. I will never refer anyone to take a standard Bank funeral plan since this is not the 1st incident with them. Even in 2002 when my mother passed away I also received the funds late on a Friday and the funeral was the next day and the claim was submitted on a Tuesday.

This was just too painful and emotional for me and I feel you guys are just selfish, at least the claim should have been a day or two late because of the pandemic. Very pathetic service I have ever received I'm so disappointed.