A Rusape family found themselves in an incredibly distressing situation on Saturday, November 2nd, 2024, when they were forced to leave their deceased relative’s coffin at a local Ecosure branch following a dispute over funeral cover.
The family’s claim was reportedly rejected due to an outstanding payment of just US$4, a detail that has sparked significant public criticism of the funeral assurance provider. Ecosure, a subsidiary of Econet Life, itself a part of Strive Masiyiwa’s Econet Wireless Zimbabwe empire, is now facing intense scrutiny over its handling of the sensitive matter.
The family, still grappling with their grief, had seemingly completed all necessary procedures for their funeral cover. However, upon seeking reimbursement for their relative’s funeral expenses, they were informed that the claim had been denied.
The reason cited for the rejection was an unpaid premium of a mere US$4, a sum owing for the month the deceased passed away. This seemingly small amount proved to be a significant stumbling block, leaving the family in a desperate and emotionally charged situation.
In a move that shocked many, they left the coffin at the Ecosure branch in Rusape as a form of protest, highlighting the distress caused by the company’s actions.
The incident has prompted widespread condemnation of Ecosure’s rigid adherence to policy, particularly given the sensitive circumstances. Many have questioned the company’s priorities, suggesting that a more compassionate approach, particularly in such emotionally charged situations, would have been more appropriate.
The small amount involved has also fuelled public outrage, with many arguing that the company’s actions were insensitive and lacked empathy. The incident has raised questions about the company’s customer service protocols and its ability to handle sensitive situations with grace and understanding.
In response to the growing public outcry, Ecosure released a statement acknowledging the incident and expressing its condolences to the bereaved family.
The statement reads: “EcoSure expresses its sincere condolences to a bereaved family that experienced administrative delays at our Rusape outlet on Saturday, November 2, 2024. The matter was amicably resolved. We sincerely apologise for the inconvenience caused to the family and have reached out to the family to express the same. We are now reviewing the incident with a view to address any gaps in the premium payments and claims process.”
While Ecosure claims the matter was “amicably resolved,” the details surrounding this resolution remain unclear. The statement avoids specifics regarding the family’s eventual access to funeral cover and the return of the coffin. The focus on “administrative delays” also seems to downplay the core issue – the rejection of a claim due to a US$4 outstanding payment.
