Insurance & Medical Aid · Claims & authorisation
Funeral Policy Claims Contact Details
All Insurance & Medical Aid contactsDisputed or rejected? Escalation routes
A funeral policy claim is lodged with the insurer named on the policy; if that insurer declines or mishandles the claim and its own complaints process does not fix it, the National Financial Ombud Scheme South Africa (NFO) is on 0860 800 900. The NFO’s Life Insurance Division handles complaints about long-term policies, including funeral cover, free of charge.
Funeral policy claims contact details at a glance
| Route | Details |
|---|---|
| National Financial Ombud Scheme (NFO) call centre | 0860 800 900 |
| NFO WhatsApp | 076 574 8055 |
| NFO complaints email | info@nfosa.co.za |
| NFO online complaint form | nfosa.co.za/submit-a-complaint |
| Track an NFO complaint | nfosa.co.za/track-your-complaint |
Official funeral claim route
Every funeral policy is claimed from its own insurer, through that insurer’s claims channel. Find the insurer’s name on your policy schedule or premium deductions. We have pages for specific insurers, such as Metropolitan funeral cover claims and the PEP funeral policy.
The route that applies to every funeral policy is the dispute route: the NFO’s Life Insurance Division.
What you need before contacting
- The insurer’s name and the policy number
- Your full contact details
- A short, factual summary of what happened to the claim
- Copies of all correspondence with the insurer
Step-by-step contact process
- Lodge the funeral claim with the insurer named on the policy, using that insurer’s claims channel.
- If there is a problem with the claim, lodge a complaint with your insurer first and follow its complaints process.
- If it is still unresolved, complain to the NFO in writing on the prescribed form, online, by phone or as a walk-in.
- Give the insurer’s name, the policy number, your full contact details, a factual summary and copies of all correspondence.
- The NFO acknowledges your complaint in writing. If you had not complained to the insurer before, it asks the insurer to respond within 21 working days. You may comment on the insurer’s response.
- The NFO then issues a ruling or a recommendation.
Escalation route
The NFO’s Life Insurance Division deals with complaints such as declined claims, lapsed policies, non-disclosure, benefit amounts and who the beneficiaries are. After the policyholder has died, the estate or the beneficiaries may bring the complaint. The service is free and you can complain in any official language. Contact the NFO on 0860 800 900, WhatsApp 076 574 8055, info@nfosa.co.za or through its online form, and track your complaint online.
More insurers are listed in our insurance hub.
Frequently asked questions
Where do I claim on a funeral policy?
With the insurer named on the policy, through its own claims channel.
What can I do if my funeral claim is declined?
Complain to the insurer first. If it does not resolve the complaint, go to the National Financial Ombud Scheme on 0860 800 900.
Can a beneficiary complain about a funeral claim?
Yes. After the policyholder has died, the estate or the beneficiaries may bring the complaint to the NFO.
Does it cost anything to complain to the NFO?
No. The NFO service is free.
Sources
- National Financial Ombud Scheme home page, nfosa.co.za, read 27 September 2026
- NFO, Contact us, nfosa.co.za/contact-us/, read 27 September 2026
- NFO, How to complain, nfosa.co.za/how-to-complain/, read 27 September 2026
- NFO, Life Insurance Division, nfosa.co.za/nfo-divisions/life-insurance/, read 27 September 2026