Beyond Bad Service

I Michelle Dethanie wish to share my utmost dissatisfactory and poor service I received from Mahalas. I took out a Mahala gold family funeral plan in August, where I covered myself, my spouse and my son. Unfortunately my spouse passed on in September due to unnatural causes as he was ******ed. Mahala deducted their premium in September. Loged a claim on 28/09/2022 and submitted all the require documents. I did not receive any acknowledge of receipt or a reference number for my claim. I called them on Friday 30/09/2022, spoke to a teamleader known as Thato Malatji whom advised that the claim had gone for assessment. No one bothered to inform me of this and we were preparing for the deceased funeral on Saturday. I called again and emailed numerous times requesting for a reference number for the claim. I eventually was given Old Mutual's contact details whom happen to be the underwriters for Mahalas. I called Old Mutual and was advise that they did not acknowledge Mahalas. I then emailed Tanya Grobler who is the Ceo for Mahalas, informing her of my discovery and the poor service I received from her team. She never bothered to respond to my email, instead i called Mahalas on Tuesday 04/10/2022 spoke to Tanya's Pa Samantha whom advised that my claim was never submitted to Old Mutual as they had a technical glitch last week. She assured me that the claim was submitted and that it will be sorted in 3 days. Still no correspondence received in those 3 days. I called Mahalas again on: 07/10/2022, still no payout. I also spoke to Donald whom is a manager at Mahalas who informed me that they had sent my policy details only now to Old Mutual and not in September when I took out the policy. Informed Samantha that I needed to pay the funeral parlor as they would not release the body for burial, she advised that the claim will be sorted on Monday:10/10/2022. Still no update, I had to call again, was informed that their admin Manager Roy Naidoo will contact me. Roy called me advised that he was awaiting feedback from Old Mutual. I even emailed him the terms and conditions stipulating that there was no waiting period for natural death, that the premium must have been paid when the incident occurs and that they will pay immediately once payment s received of which all of this happened. To date nothing has been done regarding my claim. Roy Naidoo only sent me a claim reference number on Tuesay:11/10/2022. I have never been so humiliated and hurt, I have to answer daily to people I am indebted to and to wait for 2 weeks for a claim to be processed. I regret taking out this policy with Mahalas and I wish to alert their clients and the public of the manner in which they treat their clients. I have not grieved for my spouse and my health is at risk due to all this stress. Please note of Mahala and their quick sale tendencies with no means to deliver when expected to. To date no payout from Mahalas.