Formal Complaint: Missing Policy Documents and Incorrect Policy Cancellation

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding my funeral insurance policies taken out through your partnership between Sanlam and EasyEquities.

While the sign-up process was straightforward, my experience thereafter has been extremely frustrating and unacceptable. It has now been over two months since I registered for the policies, during which time premiums have consistently been deducted from my bank account. However, I have yet to receive any official policy documents.

To make matters worse, I recently received a notification stating that my policy has been cancelled due to non-payment. This is incorrect, as the premium was successfully deducted from my bank account on the 1st of this month. I currently hold two policies under reference number C7VEESN6WN, both of which appear to be affected.

I have made multiple attempts to resolve this issue through your customer service channels, but have been unable to reach a consultant or receive any meaningful assistance. This lack of support is deeply concerning.

I request your urgent attention to the following:

Immediate provision of all outstanding policy documents Investigation and correction of the incorrect policy cancellation Confirmation that my policies remain active and fully paid A clear explanation for the failures in communication and service

Should this matter not be resolved promptly, I will have no choice but to escalate the issue to the Ombudsman for further intervention.

I trust that this matter will be treated with the urgency it deserves, and I look forward to your prompt response.

Yours faithfully,