EcoSure Resolves Dispute with Client After Coffin Incident

On November 2, 2024, a highly unusual and distressing event unfolded at EcoSure’s Rusape branch, prompting national discussions about the responsibilities of funeral service providers. A grieving family left a coffin at the EcoSure office as a protest after their funeral claim was denied due to a missed premium payment of just US$4.

The family had approached EcoSure to claim funeral benefits following the death of a loved one, only to find that a minor oversight had led to their claim being rejected. In response to their frustration, the family chose to leave the coffin at the branch, drawing significant media attention and public outrage regarding the policies and practices of funeral insurance in Zimbabwe.

In the wake of the incident, EcoSure expressed its regret over the situation. The company reached out to the family, offering sincere condolences and acknowledging the administrative delays that contributed to the unfortunate misunderstanding. In a statement, EcoSure’s management assured the public that the matter was resolved amicably and emphasized their commitment to improving their premium payment and claims processes.

“EcoSure expresses its sincere condolences to a bereaved family that experienced administrative delays at our Rusape outlet. We sincerely apologise for the inconvenience caused and have reached out to the family to express the same,” the company stated. “We are now reviewing the incident to address any gaps in our claims process.”

As a leading funeral service provider underwritten by Econet Life, EcoSure recognizes the critical importance of efficient and compassionate service in times of loss. Following the controversy, the company has announced plans to revisit and refine its premium payment guidelines to prevent similar incidents in the future.

In Zimbabwe, funeral cover is an essential insurance product, and this incident has reignited conversations about the standards of service and support that grieving families should expect from such providers. EcoSure’s proactive response indicates a willingness to learn from the experience and to enhance the quality of service for its clients.

As the company moves forward, it hopes to restore trust among its customers and reinforce its position as a responsible and caring funeral service provider in the community.