1 reviews | Active since Sept 2019
TESTAMENT NEVER LOADED ON THE CAPITAL LEGACY SYSTEM
The complaint relates to Sanlam Capital Legacy, broker Arnold Delport
I discovered on 05 August 2026 that the testament which I had signed for, alongside the testament for my husband, was never uploaded to the Capital Legacy administration system.
My details were never captured, the policy was never activated and the premium never went off. The update from Capital Legacy sent to my husband alerted me to the service failure.
After several phone calls to the Call Centre, emails to the Consultant that sent the email, and escalating to the Complaints department, and the broker, Arnold Delport, I have still not received any response about my complaint.
This is very concerning, given that if I were to pass now, I would die intestate. This because of gross negligence, or is it incompetence, on the side of the broker.
This complaint is linked to policy number PN236719 (query ***7)
Thank you for bringing this matter to our attention, your complaint has been noted and escalated for internal investigation. We take your concerns very seriously.
A member of our team will be in contact with you shortly to assist further and to ensure this matter is resolved as promptly and professionally as possible.
Luturcia van Wyk
Customer Experience Consultant
Thank you for bringing this matter to our attention, your complaint has been noted and escalated for internal investigation. We take your concerns very seriously.
A member of our team will be in contact with you shortly to assist further and to ensure this matter is resolved as promptly and professionally as possible.
Luturcia van Wyk
Customer Experience Consultant
You solved my problem pronto, advised who the consultant was that sold me the policy, and I now have a will that I can sign (again) and send off. The recovery was awesome, I smoothed the process for me, and I now at least have a testament after all this time.
You rock, you are awesome, and thanks a GAZILLION!
You solved my problem pronto, advised who the consultant was that sold me the policy, and I now have a will that I can sign (again) and send off. The recovery was awesome, I smoothed the process for me, and I now at least have a testament after all this time.
You rock, you are awesome, and thanks a GAZILLION!
Thank you so much for taking the time to share your feedback with us. We are delighted to hear that Justin was able to turn your experience around and provide you with the assistance you needed.
I will be sure to share your kind feedback with Justin and the rest of the team. It is always encouraging to hear when our efforts make a positive difference to our clients.
Have a lovely day!
Kind regards,
Natasha Thysse
Manager & Executive – Client Care and Retentions
Thank you so much for taking the time to share your feedback with us. We are delighted to hear that Justin was able to turn your experience around and provide you with the assistance you needed.
I will be sure to share your kind feedback with Justin and the rest of the team. It is always encouraging to hear when our efforts make a positive difference to our clients.
Have a lovely day!
Kind regards,
Natasha Thysse
Manager & Executive – Client Care and Retentions