By Selloane Ntshonyane
- Machete Mahlodi’s family paid R19 070 before AVBOB released her baby’s body and says they have still not received the R40 000 payout, tombstone or funeral services owed.
- AVBOB says no additional payments were linked to its system disruption and that policyholders received full benefits. The company says it will investigate if given the details.
A family says they were told to pay R19 070 before AVBOB would release the body of their seven-month-old baby. AVBOB says the system outage had nothing to do with it.
Machete Mahlodi said her family tried to process a funeral claim during a recent system disruption at AVBOB. Staff told them the system was offline across the country and they could not access any policy information.
Before the body was released, the family was asked to pay R19 070. They paid. The policy was supposed to include a R40 000 payout, a tombstone and full funeral services. Mahlodi says none of it arrived. No tents. No chairs. No grave preparation. The family contributed a further R25 000 among themselves so the burial could go ahead on 6 June.
They say they are still waiting for the money and services AVBOB owes them.
A second policyholder told Scrolla she visited her branch after the outage began and was told staff could not assist her. Her family took out a loan to cover the funeral costs.
AVBOB General Manager for Corporate Affairs Adriaan Bester said no additional payments were requested as a result of the system disruption. He said if a family was asked to pay extra, his view was that the policy cover was likely not enough to pay for the funeral products and services requested, and that the payment would have been due regardless.
“We are happy to look into any case if detail can be provided,” Bester said.
Bester also said there were no delays in providing funeral services or related products during the outage. He said manual systems were put in place and that policyholders received, and would continue to receive, full benefits.
“I can categorically guarantee that policyholders do, and will receive full benefits,” he said.
AVBOB confirmed its systems were hit by external malicious actors on 8 June. Bester said technical teams were working around the clock to restore services.
Policyholders who need to lodge claims can email [email protected].
Pictured above: The Mahlodi family at the gravesite.
Image source: Supplied by family
