Apology and Next Steps Regarding Claim Follow-up

We recently discovered that ICT Tracing’s role is limited after collecting documents, and submitting them to the relevant pension fund. The responsibility for contacting the beneficiary and managing follow-ups lies with the pension fund administration.

Despite ICT Tracing submitting all the required documents to Portia the person assigned to my mother’s claim over 7 months ago, there has been no meaningful communication or progress from either Portia or the pension fund. ICT Tracing has clearly fulfilled their role, yet Portia has not responded or taken the necessary action to move the process forward.

This delay is deeply frustrating and unacceptable, especially considering the amount of time that has passed. That said, I would like to thank Warren for reaching out to me and taking the time to explain the process, and Elizabeth for her prompt and helpful responses. Their professionalism is appreciated amidst this disappointing experience with the fund administration.