Ecosure has publicly addressed a troubling incident in which a family left a coffin containing their deceased relative at one of its Rusape branches, following the company’s refusal to cover the funeral expenses due to an unpaid US$4 premium.
This situation escalated into social media outrage as a video of the coffin circulated widely, leading to accusations of heartlessness leveled against the company by many Zimbabweans.
In response to the backlash, Ecosure issued a formal statement expressing deep condolences to the grieving family while acknowledging the unfortunate circumstances that led to the event.
The company clarified that the claim denial was linked to administrative delays rather than a lack of compassion, assuring the public that they have since resolved the issue amicably.
Ecosure emphasized their commitment to addressing the concerns of clients and announced that they have personally reached out to the family to extend their apologies.
The firm indicated that they are taking this incident seriously and will be conducting a thorough review of their premium payment processes to prevent such situations from occurring in the future.
They reiterated their dedication to customer service and support during difficult times, assuring the public that they value the trust and well-being of their clients.
The company aims to restore its reputation and reinforce its commitment to providing compassionate service.
Lastly, Ecosure pledged to take proactive steps to improve their administrative protocols and to ensure customer grievances are handled promptly and effectively.
The full statement follows below :
“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.”
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