Family dumps coffin at Ecosure after claim denial! A family in Rusape, Zimbabwe, left their deceased relative’s coffin at an EcoSure branch on Saturday, November 2, after the funeral service provider allegedly refused to cover funeral costs due to a missed premium payment.
The incident has sparked public debate over EcoSure’s handling of the situation and raised questions about policies affecting insurance claims for funeral services.
EcoSure’s Refusal Over Missed Premium Payment
Reports indicate that EcoSure, a subsidiary of Econet Life, under the larger Econet Wireless Zimbabwe group, declined the family’s claim because the deceased had missed a payment of just US$4 in the month of their passing. The denied claim added significant distress to the grieving family, leading them to leave the coffin at EcoSure’s Rusape branch. This act of protest drew public attention and highlighted the challenges faced by customers dealing with lapses in premium payments.
For many Zimbabweans, US$4 can be a substantial amount given the nation’s economic struggles. However, missed premium payments often render policies inactive, as in this case, which ultimately left the family without funeral coverage at a critical moment. This policy decision has provoked criticism from various quarters, with many questioning whether companies like EcoSure should have more flexibility in handling missed payments, especially in cases of bereavement.
EcoSure’s Response to the Incident
Following public scrutiny, EcoSure released a statement acknowledging administrative delays in processing the family’s request at its Rusape branch. The statement expressed condolences and apologized for the “inconvenience” caused to the family. EcoSure further mentioned that it had reached out to the family to resolve the matter amicably and to apologize for the distress caused.
EcoSure’s statement read:
“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.”
However, despite claiming to have resolved the matter, EcoSure did not clarify specific details of the resolution or explain how future incidents would be prevented. The company instead noted that it was reviewing the incident to assess potential issues in the premium payment and claims process, suggesting that policy amendments could be considered.
Public Criticism and Calls for Policy Review
The incident has spurred public outrage, with many arguing that a missed premium payment of only US$4 should not deny a family the financial support needed during a funeral. Social media was quickly flooded with comments from people demanding greater accountability and flexibility from EcoSure and similar companies, especially in cases involving death.
Several Zimbabweans pointed out that missed payments can happen for various reasons, including economic hardship, health challenges, or administrative errors. Given the high emotional toll of bereavement, they argue that service providers should adopt more compassionate policies for handling minor missed payments.
In response to the public outcry, consumer rights activists have called for the implementation of a grace period for missed payments. According to some critics, if a small payment like US$4 is missed in a month, insurers should consider policyholder history and offer a short grace period instead of abruptly discontinuing coverage. Such a move, they argue, would ensure that families aren’t left unsupported in times of need.
Reviewing Insurance Policies to Meet Customer Needs
EcoSure’s response, stating that it is “reviewing the incident,” suggests that the company is aware of the need to reassess its claims process to prevent future incidents. Industry experts emphasize that insurance companies, particularly funeral service providers, should take a more customer-centered approach in their policies to support clients better during difficult times.
A review of the premium payment structure, particularly for low-income policyholders, could include flexible payment plans or notifications before canceling policies. EcoSure may also consider implementing a grace period for premiums to accommodate unforeseen payment lapses, thus ensuring that customers are not denied coverage when they need it most.
A Wake-Up Call for the Funeral Services Industry
The Rusape incident highlights the need for Zimbabwe’s insurance and funeral service industry to examine its policies to prevent similar distressing situations. As more people depend on insurance for funeral costs, companies must align their policies with the needs of their clients, especially in cases involving minor missed payments. This incident has brought to light the difficulties many Zimbabweans face in keeping up with insurance payments, even as they look to companies like EcoSure for support.
Going forward, EcoSure and other insurers may need to balance strict adherence to policy rules with a degree of compassion, particularly in cases involving bereavement. This approach could not only enhance customer satisfaction but also restore public trust, ensuring that insurance companies are seen as partners in times of need rather than obstacles during times of grief.
