Era J

Lack of cooperation

I am writing on behalf of my mother regarding the funeral policy claim for my late father who sadly passed away on 11 September 2025. My mother took out this policy approximately 20 years ago and, due to the passage of time and her current emotional state, she cannot recall details such as her previous address or telephone number from that period. She is 76 years old and has just lost her husband, which makes this an incredibly difficult time for her and our family. Despite submitting all requested documentation on 16 September 2025, we have been unable to receive any meaningful assistance. The call centre continues to reject her attempts to verify her identity due to failed security questions, and no alternative verification process has been offered. Meanwhile, the funeral home is demanding payment for the cremation, which has already taken place. This situation is causing immense stress and sadness for our family, and the lack of empathy and support from your company has only added to our grief. We urgently request feedback on the submitted claim and a resolution to this matter.