Appalled by Woolworths Financial Services- Complaints and Claims Department

We all think that a funeral cover is there to you help you cover the costs of a FUNERAL. Or at least that's what I thought. About three years ago when my father passed away I told myself I would not be caught off guard again with funeral costs, if anything should happen to my mother. I then decided that to take out a FUNERAL COVER on my Woolworths account for my mother. My mother passed away on 15 January 2021, I got her death certificate the 20 January 2021 and went to Woolworths in Westgate Mall, Mitchell's Plain on the 21 January 2021. Firstly, while waiting in the queue for the financial services ( which no one was there mind you), I waited for the financial service agent to finish reading the Plainsman Newspaper, before I was assisted. I explained what happen to my mom and stated my case to Nicole, the financial service agent, who then told me very abruptly that I needed copies of my documents and they need to be certificated. I left and came back immediately, documents all certified. Nicole sent the documents off and then when I asked her how long the claim would take, she told me 5 working days. Now I remember when taking out this funeral cover I was assured that it be effortless and paid within 48 hours. So when asking Nicole why it would take 5 days, her response was " I don't know, that's how it is here at Woolworths." I left. ( Documents were submitted as per scan log at 09:27 am)- The funeral was the 23 January 2021.

I then returned on the 27th January 2021, going back to the same store, but this time I requested not to speak to Nicole. One of the ladies got me onto phone with Lee-Ann. Lee-Ann then assisted, she informed that my cellphone number still wasn't updated, even though in December 2020, when I updated the beneficiaries for this policy I made the agent aware what my number was, clearly they didn't change it. Lee-Ann then me asked me if I had also submitted my bank statement, something which Nicole never mentioned at all. Okay did all of those, I even got a response email from Lee-Ann stating that she has escalated this query to her manager as well as the manager of the insurance department, leaving my cellphone number and ID in the email. So these are the following dates I sent messages and to whom: 29th January 2021 -I sent a long message to the complaints department Got a response on the 1st Feb 2021 - apologizing for my loss and asking my ID number (Please note that I added my ID number in the of the 29th January) and I responded with my ID. On the 3rd Feb 2021 received an email from complaints, stating that they have not yet received my documents. I sent them yet again all the documents including the scan log of the first set of documents I sent. 4th Feb 2021- received a message from complaints stating that that they have sent my query to the insurance claims department and that I should direct all my emails and queries to them. Sent a message immediately and got an automated response saying that an insurance assessor will look into my claim with in 5 working days. The same on the 5th February and 8th February 2021. On the 9th Feb I sent the complaints department another message which no one has rep**** to.

Today is the 11th February 2021, I decided to go to Woolworths store in the Liberty Promenade where I yet again spoke to one of the WFS agents on the phones. He told me that I cannot claim for my mother as she is not my partner, but when initially taking out this cover, I stated that it was for my mother. He soon changed his tune and then said he'll escalate this to his manager and the insurance claim manager but I must wait and be patient. I loss my cool and put the phone down. Demanded to speak to the manager which is Keenan. Had to then explain myself yet again to Keenan and he promised high and low that he will try and get this claim sorted. SO PLEASE, I'M BEGGING YOU, PLEASE EXPLAIN TO ME HOW CAN THIS BE A FUNERAL COVER AND I CANNOT EVEN GET SOMEONE TO CALL ME OR RESPOND TO ME??? I am appalled by the "Woolworths Quality" and "Customer Service"