NO INVOICES IF NO MONEY WAS PAID

Jan 29
2 min read

29/01/2026

1. What is currently happening? Some families ask Wisani to give them an invoice, even when they did not pay money to Wisani for the funeral. They often say they need it for RAF (Road Accident Fund).

2. New rule (IMPORTANT) It is against the law to issue an invoice for money that Wisani did not receive.

So, if no payment was received, we may not create or issue an invoice.

With immediate effect:

Wisani will NOT issue an invoice when:

The funeral was done under an insurance policy, AND
No payment was received from the family or a third party.

This is true even if the client paid monthly premiums.

Why monthly premiums are NOT the same as paying for a funeral:

Please explain it like this:

Premiums are the monthly money paid to keep the policy active (insurance cover).
Premiums are NOT money paid to Wisani for the funeral service.
When the client claims, Wisani provides the funeral as an insurance benefit, not as a “cash sale” to the family.
Because the family did not buy the funeral as a cash service, the family does not owe Wisani money for that funeral. (So, there is nothing to invoice.)

Here is a simple example:

“Premiums are like paying for a membership/cover. When the death happens, the policy benefit pays for the funeral. It is not the same as the family buying the funeral with cash.”

When CAN we issue an invoice?

We can issue an invoice only when:

The family paid cash directly for the funeral, OR
The family paid extra for upgrades not covered by the policy.

What can we give the family instead of an invoice?

If they need documents, we can help with:

Policy schedule, or
A benefit/service confirmation (where applicable).

Staff rules (must follow)

Explain the rule calmly and clearly.
Do not issue an invoice if no payment was received.
If you are not sure: do not guess. Escalate to management.

3. POINTERS FOR STAFF: What to say to families (simple scripts) Script A: “But I paid my insurance every month”

“Thank you, I understand. The money you paid every month is an insurance premium. Premiums give you cover/benefits, but it is not a payment to Wisani for the funeral. Because no money was paid directly for the funeral service, we cannot issue an invoice.”

Script B: “I need the invoice for RAF”

“I understand. Unfortunately, Wisani can only issue an invoice when money was paid to us. In this case the funeral was done as an insurance benefit, so there is no invoice amount.” Script C: “But the funeral has a value, you must invoice”

“Yes, the funeral has value. But it was provided as an insurance benefit, not as a bill to the family. An invoice means there was an amount paid or still payable, and that is not the case here.”

Script D: “You are refusing to help me”

“We are not refusing to help. We must issue correct documents. An invoice where no payment was made would be incorrect. We can help you with a policy schedule or benefit/service confirmation instead.” The bottom line is: “No payment to Wisani = no invoice.” Warm regards,

LOUWRITA BURGER

COMPLIANCE MANAGER

Download this memo here:

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