Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Sanlam is described as difficult to reach and slow to resolve. A recurring theme is unanswered emails, long call centre holds and claims that stall for weeks. Communication & Responsiveness (0.9) and Billing, Payments & Financial Accuracy (1.0) draw the sharpest criticism, while isolated named consultants lift Customer Service & Professional Guidance (1.2). Customers consistently report escalating publicly before anything moves.
Top Strengths:
- •Customer Service & Professional Guidance: Customer Service & Professional Guidance (1.2) is the highest scoring theme, largely because a handful of named consultants and branch teams are praised warmly. Customers describe patient guidance on retirement options and grieving families supported at branch level, though these experiences remain the exception.
Replied to 100% of negative reviews
Reply time on negative reviews: 3h
TrustIndex
3.2
Ranking
#16
in Investments & Wealth
Reply Time
2h 57m
NPS Score
-69
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 3h
Nov '25 - Oct '26
Frequently Asked Questions About Sanlam
What do customers say about Sanlam?
Based on recent customer reviews, Sanlam is described as difficult to reach and slow to resolve. A recurring theme is unanswered emails, long call centre holds and claims that stall for weeks. Communication & Responsiveness (0.9) and Billing, Payments & Financial Accuracy (1.0) draw the sharpest criticism, while isolated named consultants lift Customer Service & Professional Guidance (1.2). Customers consistently report escalating publicly before anything moves.
What is Sanlam's biggest strength?
Sanlam's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Professional Guidance. Customer Service & Professional Guidance (1.2) is the highest scoring theme, largely because a handful of named consultants and branch teams are praised warmly. Customers describe patient guidance on retirement options and grieving families supported at branch level, though these experiences remain the exception.
What are the most common complaints about Sanlam?
The most common complaint about Sanlam, based on Hellopeter's AI analysis of recent customer reviews, is Trust, Transparency & Compliance. Trust, Transparency & Compliance (1.1) is undermined by reports of policies opened without consent on PERSAL numbers, undisclosed waiting periods and cashback benefits, and credit records left uncorrected after settlement. Customers repeatedly mention escalating to the Ombudsman and regulators.
How does Sanlam compare to other Investments & Wealth companies?
Sanlam scores 0.9 out of 5 on Hellopeter's AI analysis of service quality in Investments & Wealth, compared to the Investments & Wealth industry average of 3.1. Their strongest theme is Consultant Quality (1.1); their weakest is Communication (0.7). The top AI-rated Investments & Wealth business on Hellopeter is ASI Financial Services (4.4). How is the AI Score calculated? →
Is Sanlam trustworthy?
Sanlam has a TrustIndex of 3.2 out of 10 on Hellopeter, based on 1,415 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 3 hours. Hellopeter has tracked Sanlam across 10,841 total reviews. How is the TrustIndex calculated? →
Recent reviews (1,415)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Nov 2023
Safrican doesn't pay claims within 72hours as promised to clients
Safrican doesn't pay claims within 72hours as promised to clients
1 reviews | Active since Nov 2023
Safrican doesn't pay claims within 72hours as promised to clients
Safrican doesn't pay claims within 72hours as promised to clients
1 reviews | Active since Oct 2013
INCORRECT / FALSE INFORMATION ON THEIR RECORDS
GOOD DAY, I AM LIVID WITH SANLAM I HAVE NOW SEND 7 EMAILS TO SANLAM TO GET INCORRECT / FALSE INFORMATION THEY HAVE ON THEIR SYSTEM UNDER THEIR CREDIT LISTINGS SERVICE - I HAVE APPROACED THEM NOW GOING ON SINCE 05/09/2026 TO GET THIS ISSUE RESOLVED NO FEEDBACK GIVEN - SO NOW I AM PUTTING THE WORD OUT THAT THEY ARE NOT RELIABLE
1 reviews | Active since Oct 2013
INCORRECT / FALSE INFORMATION ON THEIR RECORDS
GOOD DAY, I AM LIVID WITH SANLAM I HAVE NOW SEND 7 EMAILS TO SANLAM TO GET INCORRECT / FALSE INFORMATION THEY HAVE ON THEIR SYSTEM UNDER THEIR CREDIT LISTINGS SERVICE - I HAVE APPROACED THEM NOW GOING ON SINCE 05/09/2026 TO GET THIS ISSUE RESOLVED NO FEEDBACK GIVEN - SO NOW I AM PUTTING THE WORD OUT THAT THEY ARE NOT RELIABLE
1 reviews | Active since Oct 2026
Poor
I am extremely disappointed with the service I have received from Sanlam regarding my provident fund withdrawal claim. My claim was submitted in June, and it has now been almost five months with no payout, no clear communication, and no satisfactory resolution. Throughout this process, I have sent numerous WhatsApp messages and emails requesting updates, only to be repeatedly told to "wait another 5 days." This has become a never-ending cycle with no accountability or meaningful progress. It is unacceptable that a company can take contributions from clients without issue, yet when those same clients need access to their hard-earned money, they are met with delays, poor communication, and a lack of answers. The level of service I have received has been frustrating, stressful, and completely unprofessional. At this point, I feel ignored and let down by Sanlam. I would not recommend their services based on my experience. Clients deserve transparency, timely feedback, and efficient processing of legitimate claims. Unfortunately, my experience has been the exact opposite. I simply want my money and a clear explanation for these excessive delays. This situation is unacceptable and has caused unnecessary frustration over the past five months.
1 reviews | Active since Oct 2026
Poor
I am extremely disappointed with the service I have received from Sanlam regarding my provident fund withdrawal claim. My claim was submitted in June, and it has now been almost five months with no payout, no clear communication, and no satisfactory resolution. Throughout this process, I have sent numerous WhatsApp messages and emails requesting updates, only to be repeatedly told to "wait another 5 days." This has become a never-ending cycle with no accountability or meaningful progress. It is unacceptable that a company can take contributions from clients without issue, yet when those same clients need access to their hard-earned money, they are met with delays, poor communication, and a lack of answers. The level of service I have received has been frustrating, stressful, and completely unprofessional. At this point, I feel ignored and let down by Sanlam. I would not recommend their services based on my experience. Clients deserve transparency, timely feedback, and efficient processing of legitimate claims. Unfortunately, my experience has been the exact opposite. I simply want my money and a clear explanation for these excessive delays. This situation is unacceptable and has caused unnecessary frustration over the past five months.
1 reviews | Active since Jan 2024
It all sound good sweet when advisers are selling to us but Claims at Sanlam for GroupRiskScheme is mess whether
A CALL FOR TRANSPARENCY, FAIRNESS AND ACCOUNTABILITY FROM SANLAM Has any Black African client insured under the Sanlam Group Income Care Scheme ever been approved for an income protection claim after being diagnosed with severe depression? Have any of your family members or colleagues experienced similar challenges with Sanlam's risk and income protection policies? I am asking these questions because a close family friend of mine is a Sanlam financial adviser and, ironically, also a paying Sanlam client who has maintained policies with the company she works for. Depression is an illness, just like any other medical condition. A person experiencing depression today may recover and, unfortunately, experience another episode years later. A new episode should be assessed on its own medical merits, with proper consideration of the policy terms, medical evidence and relevant history. My friend experienced a different episode in 2024, and her claim was declined in March of that year because the doctor had booked her off work for less than six months. This raises serious questions about the purpose of income protection and the sickness benefits we are encouraged to take out through financial advisers, with different waiting periods and benefit structures. Now, in 2026, she is facing another devastating battle. Her latest claim has reportedly been declined on the grounds of a pre-existing-condition exclusion. She disputes the basis for linking her current episode to the 2024 incident and deserves a clear, evidence-based explanation of how that decision was reached. The consequences have been heartbreaking. She has been receiving psychiatric care at Akeso Alberton, while the financial impact of the claim rejection has made it difficult for her to afford medication, transport and continued treatment. She has also faced severe housing and financial hardship. No one should have to experience such suffering while simultaneously fighting to understand why the insurance premiums they paid have not resulted in the protection they expected. Where is Treating Customers Fairly (TCF) when a vulnerable policyholder needs it most? I am also deeply concerned by reports shared with me during discussions with occupational therapists in Johannesburg South. Some have allegedly expressed concerns about the experiences of Black African patients with insurance claims and have suggested considering alternative insurers. I cannot independently establish whether these experiences indicate racial **************, and I will not present allegations as proven facts. However, these concerns deserve an independent, transparent investigation. Is race playing any role in these outcomes, or are there other underwriting, policy interpretation or claims-assessment issues that need to be addressed? I am further troubled by the reported response of a manager when asked whether the claim should be approved: "Read above." If this account is accurate, it raises questions about the quality of the explanation, the consideration given to the medical evidence and the accountability behind such a life-changing decision. I am calling on Sanlam to provide a transparent explanation of the applicable pre-existing-condition exclusion, the relevant look-back period, the medical evidence relied upon, and the reasons for treating the 2024 episode as relevant to the current claim. Sanlam, your advisers are also your clients. They trust your products, pay their premiums and encourage others to protect their financial futures. They deserve the same fairness, dignity and accountability as every other policyholder. This is not simply about approving or declining a claim. It is about whether people can trust the protection they have paid for when life becomes unbearable. I am asking for answers, transparency and a fair review of my friend's case. No policyholder should be left feeling abandoned, unheard or financially devastated without a clear and properly substantiated explanation. Sanlam, will you account for this decision and ensure that every client is treated fairly, regardless of race or position within the company?
1 reviews | Active since Jan 2024
It all sound good sweet when advisers are selling to us but Claims at Sanlam for GroupRiskScheme is mess whether
A CALL FOR TRANSPARENCY, FAIRNESS AND ACCOUNTABILITY FROM SANLAM Has any Black African client insured under the Sanlam Group Income Care Scheme ever been approved for an income protection claim after being diagnosed with severe depression? Have any of your family members or colleagues experienced similar challenges with Sanlam's risk and income protection policies? I am asking these questions because a close family friend of mine is a Sanlam financial adviser and, ironically, also a paying Sanlam client who has maintained policies with the company she works for. Depression is an illness, just like any other medical condition. A person experiencing depression today may recover and, unfortunately, experience another episode years later. A new episode should be assessed on its own medical merits, with proper consideration of the policy terms, medical evidence and relevant history. My friend experienced a different episode in 2024, and her claim was declined in March of that year because the doctor had booked her off work for less than six months. This raises serious questions about the purpose of income protection and the sickness benefits we are encouraged to take out through financial advisers, with different waiting periods and benefit structures. Now, in 2026, she is facing another devastating battle. Her latest claim has reportedly been declined on the grounds of a pre-existing-condition exclusion. She disputes the basis for linking her current episode to the 2024 incident and deserves a clear, evidence-based explanation of how that decision was reached. The consequences have been heartbreaking. She has been receiving psychiatric care at Akeso Alberton, while the financial impact of the claim rejection has made it difficult for her to afford medication, transport and continued treatment. She has also faced severe housing and financial hardship. No one should have to experience such suffering while simultaneously fighting to understand why the insurance premiums they paid have not resulted in the protection they expected. Where is Treating Customers Fairly (TCF) when a vulnerable policyholder needs it most? I am also deeply concerned by reports shared with me during discussions with occupational therapists in Johannesburg South. Some have allegedly expressed concerns about the experiences of Black African patients with insurance claims and have suggested considering alternative insurers. I cannot independently establish whether these experiences indicate racial **************, and I will not present allegations as proven facts. However, these concerns deserve an independent, transparent investigation. Is race playing any role in these outcomes, or are there other underwriting, policy interpretation or claims-assessment issues that need to be addressed? I am further troubled by the reported response of a manager when asked whether the claim should be approved: "Read above." If this account is accurate, it raises questions about the quality of the explanation, the consideration given to the medical evidence and the accountability behind such a life-changing decision. I am calling on Sanlam to provide a transparent explanation of the applicable pre-existing-condition exclusion, the relevant look-back period, the medical evidence relied upon, and the reasons for treating the 2024 episode as relevant to the current claim. Sanlam, your advisers are also your clients. They trust your products, pay their premiums and encourage others to protect their financial futures. They deserve the same fairness, dignity and accountability as every other policyholder. This is not simply about approving or declining a claim. It is about whether people can trust the protection they have paid for when life becomes unbearable. I am asking for answers, transparency and a fair review of my friend's case. No policyholder should be left feeling abandoned, unheard or financially devastated without a clear and properly substantiated explanation. Sanlam, will you account for this decision and ensure that every client is treated fairly, regardless of race or position within the company?
1 reviews | Active since Nov 2019
Total lack of customer service
I have just spent over an hour on the phone trying to get hold of Sanlam pensions department The IRP 5 that Sanlam issued to me contains a free text input in the field that must be numeric. SARS have rejected the IRP 5 and as a result it cannot submit my tax return Ten days ago I explained the problem to a consultant and was asked to send an email setting out the error message supplied by SARS. I did this and today tried to follow up as I have not received a revised (corrected) IRP 5 I am now stuck. SARS are not accepting an incorrect document prepared by Sanlam and yet I can't even get them to answer their phones! What am I supposed to do?
1 reviews | Active since Nov 2019
Total lack of customer service
I have just spent over an hour on the phone trying to get hold of Sanlam pensions department The IRP 5 that Sanlam issued to me contains a free text input in the field that must be numeric. SARS have rejected the IRP 5 and as a result it cannot submit my tax return Ten days ago I explained the problem to a consultant and was asked to send an email setting out the error message supplied by SARS. I did this and today tried to follow up as I have not received a revised (corrected) IRP 5 I am now stuck. SARS are not accepting an incorrect document prepared by Sanlam and yet I can't even get them to answer their phones! What am I supposed to do?
1 reviews | Active since Oct 2026
*****
I've recently came across an agent from sanlamsky at my workplace claims she helps checks and updates for any policy fron sanlam through my experience i met this lady and she insisted in checking and once she held my information she opened up policies without my consent and since she never had my persal information since I'm working under government she made debit orders only they as a company can reverse lots of colleagues are complaining regarding this situation
1 reviews | Active since Oct 2026
*****
I've recently came across an agent from sanlamsky at my workplace claims she helps checks and updates for any policy fron sanlam through my experience i met this lady and she insisted in checking and once she held my information she opened up policies without my consent and since she never had my persal information since I'm working under government she made debit orders only they as a company can reverse lots of colleagues are complaining regarding this situation
1 reviews | Active since Mar 2024
Very poor
Sanlam Kan my nie eens in my eie Taal help nie. Want hulle hey nie afrikaanse agents om hulle kliente wat meer as 40 Jaar geld aan hulle betaal het Om te help nie.
1 reviews | Active since Mar 2024
Very poor
Sanlam Kan my nie eens in my eie Taal help nie. Want hulle hey nie afrikaanse agents om hulle kliente wat meer as 40 Jaar geld aan hulle betaal het Om te help nie.