Icebolethu Funerals
Verified Business
Icebolethu Funerals
Verified Business
40 Reviews (last 12 months)
Responds in 255 hours 2 min
AI Review Summary
Based on recent customer reviews, Icebolethu Funerals receives significant criticism for poor after-service support, delayed or denied refunds, and unfair claim rejections. Customers frequently report being ignored after escalating complaints, with promised callbacks and resolutions never materializing. Policy lapses, payment discrepancies, and system errors cause major frustration. Several reviewers noted rude or unhelpful staff at certain branches. However, positive experiences highlight dedicated individuals such as staff at the Greytown, Selby, and Umlazi branches who provided compassionate, professional funeral arrangements during difficult times.
Performance(last 12 months):
0Trustindex Rating
#49Ranked In Insurance
255h 2mReply Time
-42 NPSUnlikely
Replied to 77% of negative reviews
Reply time on negative reviews: 343 hours 17 min
TrustIndex
0
Ranking
#49
in Insurance
Avg Reply
255 hours 2 minutes
NPS Score
-42
Recommended: Unlikely
Replied to 77% of negative reviews
Reply time on negative reviews: 343 hours 17 min
Review Distribution
2.1|40 Reviews
May '25 - Apr '26
5(13.9%)
4(2.8%)
3(0%)
2(8.3%)
1(75%)
5(13.9%)
4(2.8%)
3(0%)
2(8.3%)
1(75%)
Frequently Asked Questions About Icebolethu Funerals
Based on recent customer reviews, Icebolethu Funerals receives significant criticism for poor after-service support, delayed or denied refunds, and unfair claim rejections. Customers frequently report being ignored after escalating complaints, with promised callbacks and resolutions never materializing. Policy lapses, payment discrepancies, and system errors cause major frustration. Several reviewers noted rude or unhelpful staff at certain branches. However, positive experiences highlight dedicated individuals such as staff at the Greytown, Selby, and Umlazi branches who provided compassionate, professional funeral arrangements during difficult times.
Icebolethu Funerals has a TrustIndex of 0 out of 10 on Hellopeter, based on 40 reviews in the last 12 months. They reply to 77% of negative reviews, typically within 343 hours 17 min. Hellopeter has tracked Icebolethu Funerals across 154 total reviews. How is the TrustIndex calculated? →
Recent reviews (40)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceSP
Sinothando P
1 reviews | Active since Jan 2020
6 Mar 2026, 03:57
Refund from Icebolethu Funeral Services
My name is Sinothando I am very disappointed about the after service I am receiving from Icebolethu Funeral. We used their services for my brother’s funeral. Everything was paid for in cash on the 30 Jan 2026. After the payment was done we noticed that we overpaid them. We have been patiently waiting on them to refund us the money. It is now over a month doing the back and forth with no refund in sight.
Helpful (0)
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Sinothando P
1 reviews | Active since Jan 2020
6 Mar 2026, 03:57
Refund from Icebolethu Funeral Services
My name is Sinothando I am very disappointed about the after service I am receiving from Icebolethu Funeral. We used their services for my brother’s funeral. Everything was paid for in cash on the 30 Jan 2026. After the payment was done we noticed that we overpaid them. We have been patiently waiting on them to refund us the money. It is now over a month doing the back and forth with no refund in sight.
0
Replies (0)BS
Bengy S
1 reviews | Active since Jan 2020
27 Feb 2026, 07:29
No transparency
I m very disappointed icebolethu failed me and I had to end up in debts to bury my grandfather because of being misleaded by their consultant and even management took my case very light instead of taking accountability,
Helpful (0)
|Replies (0)BS
Bengy S
1 reviews | Active since Jan 2020
27 Feb 2026, 07:29
No transparency
I m very disappointed icebolethu failed me and I had to end up in debts to bury my grandfather because of being misleaded by their consultant and even management took my case very light instead of taking accountability,
0
Replies (0)NS
Nozipho S
1 reviews | Active since Jan 2020
18 Feb 2026, 11:54
Nothing beats a WELL INFORMED AND TRAINED EMPLOYEE
Appreciation post to Ayanda Dubazana from iCebolethu who managed to assist me after having had a frustrating and annoying experience with the company. Professional and well informed of her duties, she managed to effortlessly help me and sort out my policy error they had made. **Dear Nozipho, Kindly receive the attached Policy Documents .Please confirm if everything is all in order. Please note your policy is paid up to January 2026. Kind Regards Ayanda Dubazana 087 077 5155
Helpful (0)
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Nozipho S
1 reviews | Active since Jan 2020
18 Feb 2026, 11:54
Nothing beats a WELL INFORMED AND TRAINED EMPLOYEE
Appreciation post to Ayanda Dubazana from iCebolethu who managed to assist me after having had a frustrating and annoying experience with the company. Professional and well informed of her duties, she managed to effortlessly help me and sort out my policy error they had made. **Dear Nozipho, Kindly receive the attached Policy Documents .Please confirm if everything is all in order. Please note your policy is paid up to January 2026. Kind Regards Ayanda Dubazana 087 077 5155
0
Replies (0)NS
Nozipho S
1 reviews | Active since Jan 2020
18 Feb 2026, 06:13
Headache instead of Peace of mind kind of POLICY
Disappointed is an understatement. Ngibhala ngokukhuu ukuthukuthela mayelana neapolicy yami namaPayments engihlezi ngiwenzw kodwa kuqede kuthiwa awabonakali. Sekuyiskhathi ngisebenzisa iCebolethu kodwa angine, ngithola ucingo manje intombazane ithi abantu abaphansi kwami kwiPolicy lapsed. Umbizo uthi kanjani? Ngikhokha monthly o690 lately mina, kubuhlungu ukwazi ukuthi ubeke ithemba kunina kodwa izinto aziqondanisiwe kahle. I had the same issue in 2024 when my grandmother passed. I had to wait hours while consultant was aligning YOUR SYSTEM WHICH ALWAYS SEEM TO NOT BE ALIGNED. Please get back to me on an update on my policy which I HAVE BEEN PAYING FOR INCLUSIVE OF MY FAMILY MEMBERS, this is really concerning and frustrating. Call me now!
Helpful (0)
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Nozipho S
1 reviews | Active since Jan 2020
18 Feb 2026, 06:13
Headache instead of Peace of mind kind of POLICY
Disappointed is an understatement. Ngibhala ngokukhuu ukuthukuthela mayelana neapolicy yami namaPayments engihlezi ngiwenzw kodwa kuqede kuthiwa awabonakali. Sekuyiskhathi ngisebenzisa iCebolethu kodwa angine, ngithola ucingo manje intombazane ithi abantu abaphansi kwami kwiPolicy lapsed. Umbizo uthi kanjani? Ngikhokha monthly o690 lately mina, kubuhlungu ukwazi ukuthi ubeke ithemba kunina kodwa izinto aziqondanisiwe kahle. I had the same issue in 2024 when my grandmother passed. I had to wait hours while consultant was aligning YOUR SYSTEM WHICH ALWAYS SEEM TO NOT BE ALIGNED. Please get back to me on an update on my policy which I HAVE BEEN PAYING FOR INCLUSIVE OF MY FAMILY MEMBERS, this is really concerning and frustrating. Call me now!
0
Replies (0)ZM
Zanele M
1 reviews | Active since Jan 2020
29 Dec 2025, 19:06
Escalated Complaint: Unsatisfactory Funeral Service – Empangeni Branch
I am extremely disappointed with the service my family and I received from iCebolethu Funerals Empangeni during my father’s funeral, Thulani Robert Mpumelelo Mtshali, on Saturday, 6 December 2025. We paid a Top Up fee for a funeral package that was meant to provide dignity, organisation, and professional support during a very painful time. Unfortunately, the service fell far below our expectation. Key issues experienced: • My father’s picture arrived very late, only towards the end of the service. I had to personally follow up with staff during the funeral. • I upgraded to a casket with candles on four sides, but the candles were never lit. No one informed us that the casket needed to be opened, and no staff member took responsibility for this. • There was no guidance or direction at the hall, which caused confusion and contributed to delays. • The family car broke down when it was time to leave for the cemetery. Despite multiple attempts to jump-start it, it failed, forcing us to use private vehicles — an embarrassing and stressful situation given the package we paid for. I formally escalated this matter and was told it was being handled, yet no solid feedback, resolution, or communication has been provided. This lack of follow-through shows poor customer care and accountability. A funeral is a once-off, deeply emotional event. The mistakes made on this day cannot be undone. Based on the service received, I believe a partial refund is justified. I would not recommend this branch based on my experience. Zanele H. Mtshali
Helpful (0)
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Zanele M
1 reviews | Active since Jan 2020
29 Dec 2025, 19:06
Escalated Complaint: Unsatisfactory Funeral Service – Empangeni Branch
I am extremely disappointed with the service my family and I received from iCebolethu Funerals Empangeni during my father’s funeral, Thulani Robert Mpumelelo Mtshali, on Saturday, 6 December 2025. We paid a Top Up fee for a funeral package that was meant to provide dignity, organisation, and professional support during a very painful time. Unfortunately, the service fell far below our expectation. Key issues experienced: • My father’s picture arrived very late, only towards the end of the service. I had to personally follow up with staff during the funeral. • I upgraded to a casket with candles on four sides, but the candles were never lit. No one informed us that the casket needed to be opened, and no staff member took responsibility for this. • There was no guidance or direction at the hall, which caused confusion and contributed to delays. • The family car broke down when it was time to leave for the cemetery. Despite multiple attempts to jump-start it, it failed, forcing us to use private vehicles — an embarrassing and stressful situation given the package we paid for. I formally escalated this matter and was told it was being handled, yet no solid feedback, resolution, or communication has been provided. This lack of follow-through shows poor customer care and accountability. A funeral is a once-off, deeply emotional event. The mistakes made on this day cannot be undone. Based on the service received, I believe a partial refund is justified. I would not recommend this branch based on my experience. Zanele H. Mtshali
0
Replies (0)MS
Marvin S
1 reviews | Active since Jan 2020
12 Dec 2025, 12:21
Icebolethu Portshepstone branch manager and receptionist very arrogant.
Icebolethu Portshepstone branch two receptionist and the manager lady whom the staff call "mphathi" gave us very bad service on the 12 of December 2025 around 12h30. They were very rude and of no help when we were requesting them to help us charge our flat cellphone so as to access the banking app and make payment. We ended up getting hep from one customer who saw this happen infront of her, and gave us her charger and power bank, thanks to her(Miss Nzama). They said charging our phone will damage their charger, in a very arrogant and disrespectful manner. I was very much disappointed in their service and believe that they need to learn good customer service, good manners and ubuntu to be of good service to people. I cannot recommend anyone to Icebolethu funerals Portshepstone. Bad service ever during difficult trying times.
Helpful (0)
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Marvin S
1 reviews | Active since Jan 2020
12 Dec 2025, 12:21
Icebolethu Portshepstone branch manager and receptionist very arrogant.
Icebolethu Portshepstone branch two receptionist and the manager lady whom the staff call "mphathi" gave us very bad service on the 12 of December 2025 around 12h30. They were very rude and of no help when we were requesting them to help us charge our flat cellphone so as to access the banking app and make payment. We ended up getting hep from one customer who saw this happen infront of her, and gave us her charger and power bank, thanks to her(Miss Nzama). They said charging our phone will damage their charger, in a very arrogant and disrespectful manner. I was very much disappointed in their service and believe that they need to learn good customer service, good manners and ubuntu to be of good service to people. I cannot recommend anyone to Icebolethu funerals Portshepstone. Bad service ever during difficult trying times.
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Replies (0)TM
Thandoluhle M
1 reviews | Active since Jan 2020
11 Dec 2025, 16:14
####Poor service deliver ###
Hi I’m writing this complaint which soo much disappointment at the service that was offered to me, I needed an urgent assistance with a document as my grandmother was laid to rest in January this year and Icebolethu assisted with the burial at work they require a document that I need to submit for my grandmother, I have been calling the number and the reception puts me through this number 0875000009 and no one answers I tried this for days now and even today there was no answer, later today some one answered and mentioned they don’t know where those documents are because all the staff that were working there then are no longer there, but this is pathetic and the worst service ever what you guys are promoting is the opposite of the service that you offer to your clients so yesterday I ended up leaving my details in the sales department as well to be assisted because I was interested in one of your products a lash mentioned yesterday they will me a brochure up to today nothing has been sent. This is beyond heart breaking because one I need that particular document to sent to our office before they close tomorrow for December holidays here I am still waiting but why do we have to deserve such this is very disappointing.
Helpful (0)
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Thandoluhle M
1 reviews | Active since Jan 2020
11 Dec 2025, 16:14
####Poor service deliver ###
Hi I’m writing this complaint which soo much disappointment at the service that was offered to me, I needed an urgent assistance with a document as my grandmother was laid to rest in January this year and Icebolethu assisted with the burial at work they require a document that I need to submit for my grandmother, I have been calling the number and the reception puts me through this number 0875000009 and no one answers I tried this for days now and even today there was no answer, later today some one answered and mentioned they don’t know where those documents are because all the staff that were working there then are no longer there, but this is pathetic and the worst service ever what you guys are promoting is the opposite of the service that you offer to your clients so yesterday I ended up leaving my details in the sales department as well to be assisted because I was interested in one of your products a lash mentioned yesterday they will me a brochure up to today nothing has been sent. This is beyond heart breaking because one I need that particular document to sent to our office before they close tomorrow for December holidays here I am still waiting but why do we have to deserve such this is very disappointing.
0
Replies (0)TM
Thuli M
1 reviews | Active since Jan 2020
10 Dec 2025, 10:38
No one at the office to attend queries
I have been a member of Icebolethu for a year and a half, I have been struggling to update my policy for the past month and no one gets back to me. I have been promised about 6 times that a consultant will contact me but no one has. I can see that should there be death in my family, claiming will be a night mare. I reach out on Facebook but it seems like I'm being blocked and my posts are not being approved. Sometimes I feel like Icebolethu is not operating anymore. Im thinking of changing insurance companies now. It's a pity that Icebolethu is being over hyped especially when it's a celebrity funeral, but with us normal people, we are not being serviced at all.
Helpful (0)
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Thuli M
1 reviews | Active since Jan 2020
10 Dec 2025, 10:38
No one at the office to attend queries
I have been a member of Icebolethu for a year and a half, I have been struggling to update my policy for the past month and no one gets back to me. I have been promised about 6 times that a consultant will contact me but no one has. I can see that should there be death in my family, claiming will be a night mare. I reach out on Facebook but it seems like I'm being blocked and my posts are not being approved. Sometimes I feel like Icebolethu is not operating anymore. Im thinking of changing insurance companies now. It's a pity that Icebolethu is being over hyped especially when it's a celebrity funeral, but with us normal people, we are not being serviced at all.
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Replies (0)