koketso L

Claim Denied Due to Company Error

I am extremely disappointed with my experience with Affinity Funeral following the passing of my mother in may 2025.My late mother had maintained funeral policies with the company since 2015, with premiums consistently paid via debit order without any issues up until March 2025. However, in April 2025, no deduction was made. This was not due to any fault on her part, as the debit order arrangement placed the responsibility on the company to process the payment. Despite this long-standing payment history, Affinity Funeral declined the claim on the basis of a single missed premium. This decision is both unfair and unreasonable, particularly given that the missed payment resulted from their own failure to deduct the funds. As a result, my family and I were forced to cover the full funeral costs ourselves, placing us under significant financial strain during an already difficult and emotional time. I have made multiple attempts to resolve this matter through their customer service channels, but unfortunately, the issue remains unresolved and the assistance provided has been unsatisfactory. I do have bank statements that support my claim and demonstrate a consistent payment history. I would strongly caution others to carefully review their policies and ensure that payments are being processed correctly, as this experience has highlighted serious concerns regarding reliability and accountability. I hope that Affinity Funeral will urgently investigate this matter, provide a clear explanation, and take the necessary steps to resolve the situation fairly.