Poor service:AFRICAN BANK FUNERAL CLAIM

African Bank: I am extremely disappointed with the service I have received from African Bank regarding my funeral claim. I submitted my funeral claim on 7 March. After several days with no payment reflecting in my account, I returned to the branch on Wednesday, 11 March to follow up. The male consultant who assisted me claimed that he had called me, yet I had no missed calls on my phone. He had my email address abd he could have tried to send an email. Because I was not getting clear assistance at the branch, I contacted head office, where a lady advised me to send the documents directly to them. I immediately did so. However, when I called again on Friday, 12 March, the funds had still not been deposited into my account. Another consultant then asked me to resend the documents again to the same email address. What concerns me most is that when it comes to monthly deductions from my account, the bank processes them without any delays or issues. Yet when it comes to assisting customers—especially during a difficult time after losing a loved one—the service is slow and disorganized. I took out this funeral policy for a reason: to ensure that financial assistance would be available when it is needed most. Unfortunately, I am still waiting for the payment even today, and the lack of urgency and communication is very frustrating. I sincerely hope African Bank will improve the way funeral claims are handled and ensure that customers receive the support they deserve during such sensitive times.