AVBOB Mutual Assurance Society
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, AVBOB Mutual Assurance Society shows a deeply troubled customer experience profile. Bereaved families repeatedly describe claims stalling past funeral dates, unauthorised debits from salaries and persal numbers, and call centres that drop calls. Isolated branch staff and named consultants deliver excellent service, but systemic failures in claims handling, refunds, and policy administration dominate the feedback during moments of profound grief.
Replied to 100% of negative reviews
Reply time on negative reviews: 59h 32m
TrustIndex
3
Ranking
#14
in Funeral Insurance
Reply Time
63h 43m
NPS Score
-57
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 59h 32m
Sep '25 - Aug '26
Based on recent customer reviews, AVBOB Mutual Assurance Society shows significant strain across core service areas. Customers describe lengthy claim delays, unauthorised debit deductions, and difficulty cancelling policies. While individual agents at specific branches receive heartfelt praise for compassionate handling of bereavements, systemic issues with communication, claims processing, and refund administration dominate the feedback, leaving many policyholders feeling abandoned during their most vulnerable moments.
The most common complaint about AVBOB Mutual Assurance Society, based on Hellopeter's AI analysis of recent customer reviews, is Claims Handling & Resolution. Claims Handling (1.3) is the most pressing issue. Customers report claims pending for weeks or months, declined claims without clear explanation, and being forced to borrow money or use savings to bury loved ones despite paying premiums faithfully for years.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since May 2026
After giving a review on this platform Avbob phoned me. After a very long conversation to fix my profile on the self service portal they requested a copy of my id, which I did send. Now they send me a sms that they have changed my name and birth date (which has always be the same). And still I can't log into the portal. IT must just delete my profile so that I can create a new one. I have been losing out on my rewards for 9 months now, and after 9 months of phone calls and emails I still cannot log into the portal to see my policy or anything. Really!
1 reviews | Active since May 2026
After giving a review on this platform Avbob phoned me. After a very long conversation to fix my profile on the self service portal they requested a copy of my id, which I did send. Now they send me a sms that they have changed my name and birth date (which has always be the same). And still I can't log into the portal. IT must just delete my profile so that I can create a new one. I have been losing out on my rewards for 9 months now, and after 9 months of phone calls and emails I still cannot log into the portal to see my policy or anything. Really!
1 reviews | Active since Oct 2018
So disappointed with their service. I submitted my docs on the 11th May.. Called last Wednesday they promised pay Thursday or Friday. Called Monday 25th they advise 48 hours... So this is how long we have to wait for payout to bury our loved ones
1 reviews | Active since Oct 2018
So disappointed with their service. I submitted my docs on the 11th May.. Called last Wednesday they promised pay Thursday or Friday. Called Monday 25th they advise 48 hours... So this is how long we have to wait for payout to bury our loved ones
1 reviews | Active since Oct 2019
I never imagined that after losing my Dad, one of the hardest memories we would carry would be how little dignity he was shown afterward. When we were finally taken to see my dad only hours after his passing, he was lying in a cold room in a body bag on a gurney while renovations were actively happening around us. There was drilling, cement dust, bricks, noise, unfinished areas, with no carpets, curtains, furniture, nothing. No warmth, no privacy, and no sense of peace or humanity during one of the worst moments of our lives. Five days later, when we went to say our final goodbye before he was cremated, we were devastated to see that my father had been placed in the casket wrapped in the same soiled blanket he was taken away in 5 days before. That image will stay with us forever. This is not just administration. These are people’s loved ones. On top of the emotional trauma, we also struggled with incorrect policy values and could not reach anyone who could properly assist us in correcting the information. Families pay funeral policies for years believing their loved ones will be treated with dignity, care, and respect when the unthinkable happens. Instead, we were left shocked, distressed, and deeply disappointed. No family should ever have to ask: “Where is the dignity for our loved ones?” I hope AVBOB understands that grieving families never forget how they were treated during these moments. Never.
1 reviews | Active since Oct 2019
I never imagined that after losing my Dad, one of the hardest memories we would carry would be how little dignity he was shown afterward. When we were finally taken to see my dad only hours after his passing, he was lying in a cold room in a body bag on a gurney while renovations were actively happening around us. There was drilling, cement dust, bricks, noise, unfinished areas, with no carpets, curtains, furniture, nothing. No warmth, no privacy, and no sense of peace or humanity during one of the worst moments of our lives. Five days later, when we went to say our final goodbye before he was cremated, we were devastated to see that my father had been placed in the casket wrapped in the same soiled blanket he was taken away in 5 days before. That image will stay with us forever. This is not just administration. These are people’s loved ones. On top of the emotional trauma, we also struggled with incorrect policy values and could not reach anyone who could properly assist us in correcting the information. Families pay funeral policies for years believing their loved ones will be treated with dignity, care, and respect when the unthinkable happens. Instead, we were left shocked, distressed, and deeply disappointed. No family should ever have to ask: “Where is the dignity for our loved ones?” I hope AVBOB understands that grieving families never forget how they were treated during these moments. Never.
1 reviews | Active since Aug 2025
I submitted my claim on Friday the 15th & today if Monday th 25th but it still hasn't been paid out. This is emotionally draining.
1 reviews | Active since Aug 2025
I submitted my claim on Friday the 15th & today if Monday th 25th but it still hasn't been paid out. This is emotionally draining.
1 reviews | Active since May 2015
I have been an Avbob client and my contract runs debits on the 25th of every month. For reasons unknown to me they have debited my account on the 23rd before pay day leaving myself and family stuck. I transferred funds to myself and suddenly they were gone, all done outside of what I have agreed to with them. My bank cannot reverse the transaction so we can be at a place of safety. This constitutes a breach in the agreement I have with Avbob and they have no line to assist. No measure to clarify and rectify. I will be cancelling this contract and I want to highlight this breach.
1 reviews | Active since May 2015
I have been an Avbob client and my contract runs debits on the 25th of every month. For reasons unknown to me they have debited my account on the 23rd before pay day leaving myself and family stuck. I transferred funds to myself and suddenly they were gone, all done outside of what I have agreed to with them. My bank cannot reverse the transaction so we can be at a place of safety. This constitutes a breach in the agreement I have with Avbob and they have no line to assist. No measure to clarify and rectify. I will be cancelling this contract and I want to highlight this breach.
1 reviews | Active since Jun 2012
I am writing this email with deepest regret of ever joining AVBOB i submitted a claim and has been regretted I received an sms saying my policy will lapse on the 25th of March 2026 I ensured and paid my premium so that policy is updated it is unfortunate that the death occurred on the 22nd then on the 23 I paid and I called in first to notify you of what has happened and advised I pay my policy and instructions as per sms. The question i am having know is that why accept my payment where as you won't pay. What exactly do you expect me to do... since you not paying im obligated to contribute hence I asked my family to send me documents so I claim the funeral is tomorrow.. in this case if Avbob is not meeting me in any way might as well cancel the policy and people have told me that you guys dont pay.. please refund my last payment and I look for alternative cover that sympathize with vulnerable black communities like Cebolethu. Because I am utterly disgusted with your service. Kind regards, Itumeleng Maupa
1 reviews | Active since Jun 2012
I am writing this email with deepest regret of ever joining AVBOB i submitted a claim and has been regretted I received an sms saying my policy will lapse on the 25th of March 2026 I ensured and paid my premium so that policy is updated it is unfortunate that the death occurred on the 22nd then on the 23 I paid and I called in first to notify you of what has happened and advised I pay my policy and instructions as per sms. The question i am having know is that why accept my payment where as you won't pay. What exactly do you expect me to do... since you not paying im obligated to contribute hence I asked my family to send me documents so I claim the funeral is tomorrow.. in this case if Avbob is not meeting me in any way might as well cancel the policy and people have told me that you guys dont pay.. please refund my last payment and I look for alternative cover that sympathize with vulnerable black communities like Cebolethu. Because I am utterly disgusted with your service. Kind regards, Itumeleng Maupa
1 reviews | Active since Oct 2020
I've been struggling to get assistance or call back from AVBOB customer care for the past month. I made cash payments and emailed proof of payment but now I received an sms that my funeral plan is canceled and we no longer have cover. This is so painful because I've been their client for years. At some stage on email they said a consultant will call me back but no call received from them till now. AVBOB is this how you treat your clients at the time of need for your assistance?
1 reviews | Active since Oct 2020
I've been struggling to get assistance or call back from AVBOB customer care for the past month. I made cash payments and emailed proof of payment but now I received an sms that my funeral plan is canceled and we no longer have cover. This is so painful because I've been their client for years. At some stage on email they said a consultant will call me back but no call received from them till now. AVBOB is this how you treat your clients at the time of need for your assistance?
1 reviews | Active since Mar 2023
Dear Sir/Madam, My father passed away on 1 May 2026, and to date I am still struggling to receive the outstanding funeral policy benefits. For the past 3 weeks we have been in discussions with Pretoria North AVBOB as well as Head Office, however there has still been no proper feedback or resolution regarding the outstanding payment. I have sent several emails and each time I only receive responses indicating that the matter will be investigated, but no further progress or communication follows. I have personally been paying the funeral policies for my parents for the past 9 years. After the funeral payout was processed, the amount paid out was not the full policy benefit due to us, and I am still awaiting the outstanding funds. I cannot get AVBOB to commit to the policy or provide clear confirmation regarding the outstanding amount owed to us. We urgently require intervention from AVBOB management to resolve this matter as soon as possible. The delays and lack of communication are unacceptable, especially during such a difficult time for our family. I therefore request urgent feedback regarding: The reason for the outstanding amount not being paid; The exact outstanding balance due; The date on which payment will be made. Please note that should this matter continue to remain unresolved and ignored, I will have no alternative but to escalate the complaint to the relevant insurance ombudsman in South Africa for further intervention. I am looking for the outstanding money owed to me to be paid as soon as possible without any further delays. Kind regards,
1 reviews | Active since Mar 2023
Dear Sir/Madam, My father passed away on 1 May 2026, and to date I am still struggling to receive the outstanding funeral policy benefits. For the past 3 weeks we have been in discussions with Pretoria North AVBOB as well as Head Office, however there has still been no proper feedback or resolution regarding the outstanding payment. I have sent several emails and each time I only receive responses indicating that the matter will be investigated, but no further progress or communication follows. I have personally been paying the funeral policies for my parents for the past 9 years. After the funeral payout was processed, the amount paid out was not the full policy benefit due to us, and I am still awaiting the outstanding funds. I cannot get AVBOB to commit to the policy or provide clear confirmation regarding the outstanding amount owed to us. We urgently require intervention from AVBOB management to resolve this matter as soon as possible. The delays and lack of communication are unacceptable, especially during such a difficult time for our family. I therefore request urgent feedback regarding: The reason for the outstanding amount not being paid; The exact outstanding balance due; The date on which payment will be made. Please note that should this matter continue to remain unresolved and ignored, I will have no alternative but to escalate the complaint to the relevant insurance ombudsman in South Africa for further intervention. I am looking for the outstanding money owed to me to be paid as soon as possible without any further delays. Kind regards,
AVBOB Mutual Assurance Society scores 1.5 out of 5 on Hellopeter's AI analysis of service quality in Funeral Insurance, compared to the Funeral Insurance industry average of 2.8. Their strongest theme is Service Execution (1.8); their weakest is Sales Practices (1.3). The top AI-rated Funeral Insurance business on Hellopeter is OUTsurance (4.1). How is the AI Score calculated? →
AVBOB Mutual Assurance Society has a TrustIndex of 3 out of 10 on Hellopeter, based on 220 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 59 hours 32 min. Hellopeter has tracked AVBOB Mutual Assurance Society across 2,250 total reviews. How is the TrustIndex calculated? →
