IF
Icebolethu Funerals
Verified Business
IF
AI Review Summary
Based on recent customer reviews, Icebolethu Funerals receives sharply divided feedback. Customers consistently praise individual branch staff who go above and beyond during bereavement, with recurring mentions of compassionate, dignified service from specific consultants at branches such as Morningside, Greytown, Selby, and Germiston. However, a dominant recurring theme is frustration with refunds, declined claims, lapsed policies, unauthorised debits, and poor follow-up communication. Many customers describe difficulty reaching the call centre, ignored emails and WhatsApp messages, and feeling undervalued during emotionally sensitive times, undermining trust in the brand.
Performance(last 12 months):
TrustIndex
3
Ranking
#94
in Insurance
NPS Score
-53
Recommended: Unlikely
Review Distribution
1.6|46 Reviews
Jul '25 - Jun '26
Recent reviews (46)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceA
Anonymous
1 reviews | Active since Jan 2020
18 May 2026, 09:55
Lapsed policy yet I never missed a payment
I joined icebolethu funeral in 2024 and I was cash paying at the time until an employee informed me that they are able to deduct on Persal of which I submitted everything they asked for and they then started deducting from my Persal, a few months later I received a message saying my policy has lapsed, I went back to Icebolethu Empangeni branch and showed them the message, she said I mustn't worry because it takes some time for payments from Persal to be updated fast forward yesterday I received a link with my details and it shows that the policy has Lapsed and I am R3400 behind in payments yet I've never missed a payment and have my payslips as proof, I now have to take waste my time and resources to sort this matter out.. I've heard that Icebolethu has very bad service but did not know it was to this extent, I advise anyone who wishes to join icebolethu not to do it as this company is trouble and there is no peace of mind at all
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Anonymous
1 reviews | Active since Jan 2020
18 May 2026, 09:55
Lapsed policy yet I never missed a payment
I joined icebolethu funeral in 2024 and I was cash paying at the time until an employee informed me that they are able to deduct on Persal of which I submitted everything they asked for and they then started deducting from my Persal, a few months later I received a message saying my policy has lapsed, I went back to Icebolethu Empangeni branch and showed them the message, she said I mustn't worry because it takes some time for payments from Persal to be updated fast forward yesterday I received a link with my details and it shows that the policy has Lapsed and I am R3400 behind in payments yet I've never missed a payment and have my payslips as proof, I now have to take waste my time and resources to sort this matter out.. I've heard that Icebolethu has very bad service but did not know it was to this extent, I advise anyone who wishes to join icebolethu not to do it as this company is trouble and there is no peace of mind at all
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Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
15 May 2026, 11:25
NON chalant Icebolethu not updating my EFT payments because we are not influencers or celebrities
I missed 4payments debit order payments and these were then paid via EFTs. I sent the POPs on 31/03/2026 to Icebolethu, but to date, no feedback on whether the funds were allocated and the policy is now paid to date. I then escalated this to the Complaints team on 20/04/2026, and still no response from them. Should we have to claim I for see problem because even their call centre agent (Refiloe Sereto) could not assist me at all. So I guess its true that their services are only perfected for influencers and celebrities. But we have started to look for a service provider who will not discriminate us.
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Anonymous
1 reviews | Active since Jan 2020
15 May 2026, 11:25
NON chalant Icebolethu not updating my EFT payments because we are not influencers or celebrities
I missed 4payments debit order payments and these were then paid via EFTs. I sent the POPs on 31/03/2026 to Icebolethu, but to date, no feedback on whether the funds were allocated and the policy is now paid to date. I then escalated this to the Complaints team on 20/04/2026, and still no response from them. Should we have to claim I for see problem because even their call centre agent (Refiloe Sereto) could not assist me at all. So I guess its true that their services are only perfected for influencers and celebrities. But we have started to look for a service provider who will not discriminate us.
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Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
9 May 2026, 09:21
Happy Client!
I would like to sincerely thank Bongi Mhlongo and Smangele Ndaba from the Durban Morningside branch for their exceptional help and kindness. Bongi first assisted me two years ago when I joined, and her patience and support have stayed with me ever since. Even though she does not work in the retention department, she still went out of her way to help me yesterday. I had been trying to get assistance from retention for two days without success, and Bongi stepped in and resolved it immediately. She is truly a star. I would also like to thank Smangele for her lovely support yesterday when I finally got assistance regarding my policy issue. She was consistently patient, kind, and clear in all her communication. Both ladies provided outstanding service and made a difficult process much easier. Their professionalism and care reflect very well on your team, and I truly appreciate their support. Thank you to Icebolethu Funerals, I am one happy client!
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Anonymous
1 reviews | Active since Jan 2020
9 May 2026, 09:21
Happy Client!
I would like to sincerely thank Bongi Mhlongo and Smangele Ndaba from the Durban Morningside branch for their exceptional help and kindness. Bongi first assisted me two years ago when I joined, and her patience and support have stayed with me ever since. Even though she does not work in the retention department, she still went out of her way to help me yesterday. I had been trying to get assistance from retention for two days without success, and Bongi stepped in and resolved it immediately. She is truly a star. I would also like to thank Smangele for her lovely support yesterday when I finally got assistance regarding my policy issue. She was consistently patient, kind, and clear in all her communication. Both ladies provided outstanding service and made a difficult process much easier. Their professionalism and care reflect very well on your team, and I truly appreciate their support. Thank you to Icebolethu Funerals, I am one happy client!
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Anonymous
1 reviews | Active since Jan 2020
5 May 2026, 17:03
****py finance department (if it exists)
I’m really disappointed with the service from iCebolethu Funeral Group. I buried my mom in December last year, and she was covered by their burial scheme. We had to pay a top-up for the coffin, which we did. We later misplaced the slip, and even though the reference was ours, we were told to pay the top-up again. I was told the extra payment would be refunded, but it’s been over 2 months now and I haven’t received anything. I’ve been calling and trying to follow up, but it’s almost impossible to get through to the finance department. Amongst many other issues I faced with this company during the burial of my mother I had to face this dilemma. It is really frustrating, especially from such a big company. I’m still waiting for my refund and proper help.s
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Anonymous
1 reviews | Active since Jan 2020
5 May 2026, 17:03
****py finance department (if it exists)
I’m really disappointed with the service from iCebolethu Funeral Group. I buried my mom in December last year, and she was covered by their burial scheme. We had to pay a top-up for the coffin, which we did. We later misplaced the slip, and even though the reference was ours, we were told to pay the top-up again. I was told the extra payment would be refunded, but it’s been over 2 months now and I haven’t received anything. I’ve been calling and trying to follow up, but it’s almost impossible to get through to the finance department. Amongst many other issues I faced with this company during the burial of my mother I had to face this dilemma. It is really frustrating, especially from such a big company. I’m still waiting for my refund and proper help.s
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Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
4 May 2026, 12:54
Complaint
Icebolethu funeral service needs to train their staff.They are rude, no phone etiquette,they don't respond to e.mails and whatsapp messages are ignored!! My issue got resolved when someone prominent for involved and intervened on my behalf...I thought they have learnt from the situation.Clearly not..It is their culture of this company to treat clients with disrespect, disdain, condescending manner. I have proof that I am sitting with an e.mail that still did not get a response and a whatsapp message that was ignore for 5days..yet the sales agent is viewing my statuses. What does one do when you have a complaint about their complaints department Hopeless company...All that glitters is not gold.
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Anonymous
1 reviews | Active since Jan 2020
4 May 2026, 12:54
Complaint
Icebolethu funeral service needs to train their staff.They are rude, no phone etiquette,they don't respond to e.mails and whatsapp messages are ignored!! My issue got resolved when someone prominent for involved and intervened on my behalf...I thought they have learnt from the situation.Clearly not..It is their culture of this company to treat clients with disrespect, disdain, condescending manner. I have proof that I am sitting with an e.mail that still did not get a response and a whatsapp message that was ignore for 5days..yet the sales agent is viewing my statuses. What does one do when you have a complaint about their complaints department Hopeless company...All that glitters is not gold.
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Anonymous
1 reviews | Active since Jan 2020
1 May 2026, 10:27
ICebolethu horrible service and late coming with zero communication
Horrible service from Icebolethu Port shepstone branch , these people don’t respect families we are just stats , we made a booking well in-advance , people travelling all the way from Mooi river and New castle who had to wait , the lack of communication is appalling , they came an hour and 14 minutes , we paid extra for a holiday service at the Cremation and they had to wait because of ICebolethu , will definetly change the service provider , this is such a sensitive time to be treated like this . They should take this review to improve their service .
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Anonymous
1 reviews | Active since Jan 2020
1 May 2026, 10:27
ICebolethu horrible service and late coming with zero communication
Horrible service from Icebolethu Port shepstone branch , these people don’t respect families we are just stats , we made a booking well in-advance , people travelling all the way from Mooi river and New castle who had to wait , the lack of communication is appalling , they came an hour and 14 minutes , we paid extra for a holiday service at the Cremation and they had to wait because of ICebolethu , will definetly change the service provider , this is such a sensitive time to be treated like this . They should take this review to improve their service .
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