My late father's claim

My father passed away on 13 September 2020. In October 2022, our family was contacted by ICTS tracing services, who informed us that my mother is the beneficiary of my father's pension fund. They requested that we submit certain documents, which we did, and ICTS submitted them to BIBC on our behalf on 1 November 2022. Since then, we have had no further communication from them.

In July 2024, we contacted ICTS tracing services to follow up on the progress of the claim. They informed us that they had submitted the documents to BIBC a long time ago and that the pension fund should have been paid out by then. Thanks to the ICTS team, they contacted Tiffany from BIBC on our behalf to assist with the claim's status. This was the first time BIBC communicated with us and informed us that some documents had been missing since 2022 (although they never contacted us for 18 months, despite having all our contact details).

BIBC advised us to gather the required documents, as board meetings are held quarterly, and we were asked to aim for submission by September 2024. We managed to collect and send all the documents by 19 August. From then, we repeatedly tried to confirm if everything was in order. BIBC kept saying they would check the documents and only responded on 2 September, stating they would let us know if the claim was approved.

Since then, we have been trying to reach out, but they keep postponing the dates for informing us of the claim’s outcome. Recently, they told us that they are only now sending the documents to the board, even though we submitted them in late August. They now say they will contact us in early December or January 2025.

Our concern is why they have continuously delayed responding to us since 2022.