Funeral Policy

<p>You know losing a parent is a difficult thing to deal with, but thinking at least you will be ok because you have taken out a funeral policy for them to help cover the costs, well this is DEFINETLY NOT the case with Standard Bank.</p> <p>Firstly I send 4 emails to the funeral department on the 18, 26, 27 and 28 all with no reply.</p> <p>My Mom passed away on the 27th July 2017 so now on the 1 Aug I attempt to try and start the claims process. I try and phone the funeral department to find out how and what needs to be done. Needless to say both times I am on hold for 30 minutes or more with no answer in the end. Luckily on my 3rd attempt I get through to a lady who advises what I need to do.</p> <p>I go into the branch on the 3rd and submit all of my documents. Then on the 7th I get a phonecall stating that they need the back part of my Smart ID as well, after which I submit. Then I receive an sms stating that my funeral plan claim has been processed and will be paid out within 48 hours.</p> <p>Today is now the 11 Aug 17, This morning I attempt to phone the claims department again to follow up as to where my money is, once again I am on hold this time for over 1 hour without any answer.</p> <p>I sent an email to a wonderful lady who assisted me at the Northmead Square branch to see if she is able to assist. She calls me back stating the claims department has said all payments have been delayed due to the holiday. Now I receive a call from the claims department asking to confirm my relationship to my mom. I mean really this was my policy that I added my mom onto and now 5 days after I receive the confirmation that my claim is being processed does someone decide to phone and confirm the relationship. My question is why was this not done on Monday or even Tuesday???? I am highly disgusted at the service I have received from standard bank. I have had this funeral policy from September 2013!</p> <p> </p> <p>And this is honestly the way I am treated. Please advise as to how you decide to rectify this as I am extremely tired of being put on hold and having my airtime wasted. As I feel I have now wasted 4 years paying into a policy that treats their customers like this.</p>