Dignity Group review: Family funeral service

I, Katleho Bongiwe Ngcobo, am a disappointed member of Dignity Group who would like Dignity Group to pay for the funeral plan that I claimed for.

My husband had a family funeral plan with Dignity Group before he passed on on the 24th of July 2021, after which the insurance company did not oppose my request to continue with his policy. While the policy belonged to my husband, it had a different policy number ([protected]) from the one it has now that I am the policy holder (698394), as can be seen from the attached "policy details" document.

The premiums for both July and August went through from my deceased husband's salary and I initiated the "change of ownership" process as early as in September 2021, when I returned (on 21 September 2021) the following completed forms that Dignity Group sent me:
conversion of policy form
amendment form
new policy holder consent form, as well as
bank debit order instruction
Unfortunately, because of some activities and mourning rituals that I had to undergo, I could not keep track of whether what was contained in these forms was successfully implemented until the death of a dependant of the policy by the name of Joyce Ntombise Ngcobo on the 18th of November 2021. Upon checking the status of the policy, I immediately realized that the debit order instruction had not been implemented and I made an FET payment to cover the tardiness on the insurance's part.

To my disappointment, the insurance refused to pay for my claim citing the reason as "policy status is lapsed due to non-payment of premium". Much as I had been given the banking details of the insurance at some stage, I was not in any position to check if a deduction had indeed gone through from my account because of the reason that I have already cited above.

I would like your good office to investigate this matter and establish if the way Dignity Group treated me was proper, appropriate and fair because I really cannot find a place in my heart to accept and forgive it.

I am desperately looking forward to your response.

Kind regards
Katleho B Ngcobo
[protected]