Seabata Mahao
Lesotho Funeral Services (LFS) has embarked on a customer data validation exercise in a bid to combat an emerging scam from rival funeral parlours.
Addressing journalists this week, LFS said the move, which began in August this year, was intended to help maintain accurate and up-to-date customer records, to enable the automation of support processes to improve customer service.
To facilitate the validation process, LFS’s General Manager of Marketing and Sales, Moeketsi Pakisi urged all LFS clients to verify their personal information by visiting the nearest LFS branch or using the company’s WhatsApp line before the end of October.
“We urge customers to visit the nearest LFS branches with their National Identity Document (ID) in case a client is the main member, Identity Documents of their dependents, Birth Certificates of minors where dependents are children below 18 years, policy number, and cellphone number,” Pakisi said.
“LFS has improved its communications channels to reach out to its clients who are living in remote areas. Such clients can just send these documents to our new WhatsApp number, 62100012. The closing date for the required information is October 31, 2024” he added.
In addition to the data validation process, LFS unveiled a new toll-free number (80080012) as part of its renewed commitment to enhancing customer service. This initiative aims to make it easier and more affordable for clients to communicate with the company.
Pakisi explained that some of their customers have been victims of a scam where agents from other funeral parlours falsely claim to represent LFS. He said the agents mislead LFS customers into paying their monthly burial policy premiums to rival business accounts, lying that their LFS burial policies would remain active.
“What is alarming is that these agents tell clients that even though LFS does not receive their premiums, their policies will still be active,” Pakisi explained.
“We urge those responsible to cease this fraudulent activity, and we encourage affected clients to report such cases to the relevant authorities.”
Pakisi further debunked claims that LFS has entered into partnerships with other funeral parlours. He emphasised that these falsehoods were intended to mislead customers into paying their burial premiums to other businesses, under the assumption that LFS would still provide mortuary services.
“These practices are deceptive and harmful to our clients, as LFS cannot provide burial services to clients with lapsed policies due to non-payment.”
He pointed out that reports of fraudulent activities have surfaced in areas such as Mphorosane and Ha-Lejone, where burial societies with close ties to LFS have been targeted.
Pakisi stressed that the company operates 27 mortuaries nationwide and has no need to collaborate with businesses lacking such infrastructure.
Founded in 1969 by the late Louis Joe Sello, LFS is Lesotho’s first funeral parlour and a trailblazer in the industry. Over the past 55 years, the company has grown from a traditional family business into a prominent corporate player in the funeral industry.
Today, it operates in all 10 districts, with 55 branches and 27 mortuaries.
