Bad service and unfair processes in time of sorrow

Good day, this report it's written on behalf of my brother who lost his son gruesome manner. The emails with claims documents were emailed from Friday the 14th June 2024.

Even on google there's no mentioning of making a claim telephonically only, whilst no communication sent stating that policy and procedures.

My brother had to call the insurer and agent Lindo confirmed the emails used that are correct. Claim was registered telephonically, still to be allocated to assessor for assessment that takes 72hrs.

Why the claims are falsified with statement of claims are paid within 42hrs on adverti*****t when we are sold products.Knowing very well that claims will take more than 72hrs, what would have happened if my brother did not get a strength to call the customer care??

No service and sense of urgency with emails sent to the company, no sympathy, no empathy and no follow up call to let the family know status of claim.This is more trauma and troubling to see that people are treated like that during time of loss.

The funeral policies are taken out for a funeral burial, not to be paid after burial. My brother's name is Bheki Charles Petlale contact number ***. Burial is on 20th and the payment will be on Friday morning after funeral.