Kaelo (Sanlam Gap Cover) is not honoring their own commitments! Unacceptable service.

The claim was submitted within the time frame as required, as well as the additional information requested. As per policy, turnaround time is 7-10 business days. This turnaround time is also confirmed with every automated e-mail received to follow up e-mails. After several e-mails (>10 business days after ALL requested information was submitted) and wasted air time to the call center (and receiving a promise of feedback before COB), still NO feedback or update re status or progress of claim received. Why are we as paying clients expected to deliver within certain time frames and Kaelo Sanlam Gap Cover can just not even properly respond to any e-mails or confirm the progress. This is unacceptable, especially if the client has done everything and more to provide what is required. Even if the claim is not yet finalised, at least give proper feedback re status / progress of the claim. Really - is this to much to ask? Based on this experience, a recommendation and good rating CANNOT be given. Lost total trust in you and your institution.