Submitting and Managing Claims

Last updated: January 9, 2026 · Burial Societies · 10 min read

When a member or their dependant passes away, the burial society provides financial support through a claim payout. This guide explains how to submit claims, what documents are needed, and how the approval process works.

Types of Claims

Member Claim

When the member themselves has passed away:

• Submitted by family member or beneficiary
• Requires member's death certificate
• Payout based on scheme's payout model
• Paid to registered beneficiary or estate

Dependant Claim

When a registered dependant has passed away:

• Submitted by the member
• Requires dependant's death certificate
• Payout based on dependant's age (if age-banded)
• Paid to the member

Submitting a Claim

1. Navigate to Claims
   Go to your scheme dashboard and click "Claims" tab
2. Click "Submit Claim"
   Opens the claim submission form
3. Select Member
   Choose which member is submitting the claim
4. Choose Claimant Type
   Select "Member" or "Dependant"
5. Enter Deceased Details
   Name and relationship to member
6. Set Event Date
   Date of death (YYYY-MM-DD format)
7. Upload Documents
   Death certificate (required), ID, proof of relationship
8. Review Payout Amount
   System calculates and shows expected payout
9. Submit Claim
   Claim enters "Pending" status awaiting admin review

Required Documents

Always Required

• Death Certificate – Official certificate from Home Affairs
• ID Document – Copy of deceased's ID

For Dependant Claims

• Proof of Relationship – Marriage certificate, birth certificate, etc.
• Member ID – Confirmation of member's identity

For Member Claims

• Beneficiary ID – ID of person receiving payout
• Bank Details – Account for payout transfer
• Proof of Relationship – If beneficiary is family member

Payout Calculation

Flat Payout Model

Fixed amount for all claims:

Payout = Scheme's Flat Amount (e.g., R15 000)

Age-Banded Model

Payout based on age of deceased:

Example Age Bands: 0-18 years: R10 000 19-50 years: R15 000 51-65 years: R20 000 66+ years: R25 000

Percentage of Fund Model

Payout as percentage of reserve fund:

Payout = Reserve Fund × Percentage (e.g., 5%)

Waiting Period

Many schemes have a waiting period before claims are eligible. This prevents fraud and ensures financial stability.

How It Works

• Typical waiting period: 3-6 months
• Starts from member's join date
• Claims submitted during waiting period may be rejected
• Admin can override for exceptional circumstances

Checking Eligibility

When submitting a claim, the system shows:

• Eligible – Waiting period has passed
• Not Eligible – Still in waiting period, shows eligible date

Arrears Impact

If a member is in arrears (behind on premiums) when submitting a claim, it affects the payout.

Arrears Handling

• System checks premium status when claim is submitted
• Shows months behind and amount owed
• Options:
  • Deduct arrears from payout
  • Require arrears payment before payout
  • Reject claim until arrears cleared
• Admin decides based on scheme policy

Claim Status

Pending

• Claim submitted, awaiting admin review
• Admin checking documents and eligibility
• Typical review time: 3-7 days

Approved

• Admin has approved the claim
• Payout amount confirmed
• Awaiting payment processing

Paid

• Payment has been made
• Claim closed
• Receipt available for download

Rejected

• Claim denied
• Reason provided by admin
• Can resubmit with corrections if applicable

Admin Review Process

What Admins Check

1. Membership Verification
   Confirm member is active and in good standing
2. Coverage Verification
   Confirm deceased was covered (member or registered dependant)
3. Waiting Period
   Check if waiting period has passed
4. Premium Status
   Check for arrears
5. Document Review
   Verify all required documents are present and valid
6. Payout Calculation
   Confirm correct amount based on scheme rules
7. Approve or Reject
   Make final decision with reason

After Approval

Payment Process

1. Admin Marks as Paid
   After transferring funds to beneficiary
2. Payment Date Recorded
   System logs when payment was made
3. Deduction from Reserve
   Amount deducted from scheme's reserve fund
4. Notification Sent
   Member receives confirmation email

Receipt and Records

• Download claim receipt from Claims page
• Shows claim details, payout amount, payment date
• Keep for your records

Common Rejection Reasons

Dependant Not Registered

Issue: Dependant was not registered before passing

Prevention: Register all dependants immediately

Waiting Period Not Met

Issue: Member joined too recently

Fix: Wait until eligible date, then resubmit

Significant Arrears

Issue: Member far behind on premiums

Fix: Pay arrears, then resubmit claim

Missing Documents

Issue: Death certificate or ID not provided

Fix: Upload missing documents and resubmit

Invalid Documents

Issue: Documents unclear or don't match details

Fix: Upload clear, correct documents

Best Practices

• Register dependants immediately – Don't wait until needed
• Keep premiums current – Avoid arrears complications
• Gather documents early – Have copies ready
• Submit promptly – Don't delay after a passing
• Upload quality documents – Clear, legible scans
• Follow up with admin – Check status if no response in 7 days
• Keep records – Save claim receipts and correspondence

Getting Help

If you need assistance with a claim:

• Contact your scheme admin or treasurer
• Provide claim reference number
• Explain the issue clearly
• Attach any supporting documents