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 14m
TrustIndex
3.2
Ranking
#16
in Investments & Wealth
Reply Time
3h 11m
NPS Score
-69
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 3h 14m
Oct '25 - Sep '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 1,435 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 3 hours 14 min. Hellopeter has tracked Sanlam across 10,767 total reviews. How is the TrustIndex calculated? →
Recent reviews (1,435)
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 Feb 2017
My retirement fund was made paid-up in 2020 following my retrenchment
My retirement fund was made paid-up in 2020 following my retrenchment. I requested to terminate the plan and withdraw the available funds, but was told this was not possible before retirement age. Unfortunately, I was never clearly informed of this restriction. Had I known, I would have reconsidered. I recently requested to withdraw the available funds from the savings component. It took a week and a half to receive the forms. After completing and returning them, I received no acknowledgement and had to phone to follow up, only to discover that the forms had not yet been reviewed. I am now awaiting payment. To add to my frustration, I received an *** stating that my plan would be made paid-up from August 2026, despite it already being paid-up since 2020. This was not what I requested. Overall, the slow, inconsistent and confusing communication has made this an extremely disappointing experience.
1 reviews | Active since Feb 2017
My retirement fund was made paid-up in 2020 following my retrenchment
My retirement fund was made paid-up in 2020 following my retrenchment. I requested to terminate the plan and withdraw the available funds, but was told this was not possible before retirement age. Unfortunately, I was never clearly informed of this restriction. Had I known, I would have reconsidered. I recently requested to withdraw the available funds from the savings component. It took a week and a half to receive the forms. After completing and returning them, I received no acknowledgement and had to phone to follow up, only to discover that the forms had not yet been reviewed. I am now awaiting payment. To add to my frustration, I received an *** stating that my plan would be made paid-up from August 2026, despite it already being paid-up since 2020. This was not what I requested. Overall, the slow, inconsistent and confusing communication has made this an extremely disappointing experience.
1 reviews | Active since May 2018
Sanlam please tell me why...
For 17 0r 18 years now I received two amounts monthly from Sanlam for pension payments. For some reason no PAYE were deducted last year and for the past week I tried in vain to find out why. My email is *** and I have mailed and mailed and still get no answer
1 reviews | Active since May 2018
Sanlam please tell me why...
For 17 0r 18 years now I received two amounts monthly from Sanlam for pension payments. For some reason no PAYE were deducted last year and for the past week I tried in vain to find out why. My email is *** and I have mailed and mailed and still get no answer
1 reviews | Active since Feb 2025
Assupol is a ****
Assupol – Policies amended without my consent after I was contacted by someone claiming to assist me I honestly don't know what to do anymore regarding this matter. I have been trying for months to cancel my Assupol policies and resolve the deductions from my payslip. I was also told that a refund would be processed. On Monday, I received a call from a man who said he was from Assupol and that he was assisting me with my policies and the refund. Unfortunately, the call was disconnected because of bad network. He called me again yesterday and said he was assisting me with the same matter. After that call, I received four SMS notifications from Assupol stating that my policies had been amended and would be effective from November. To my shock, the premiums on all the policies have now been doubled. I never asked for my policies to be amended, increased or reinstated. My instruction has been to cancel the policies, and I was expecting a refund for the deductions that had already been made. At this point, I am extremely concerned because it appears that instead of assisting me with the cancellation and refund, the person who contacted me has somehow made changes to my policies that I did not request or consent to. I need Assupol to urgently investigate: * Who contacted me and what was done to my policies during/after those calls. * Why my policies were amended without my consent. * Why the premiums have been doubled. * Why I received four SMS notifications confirming these changes. * The status of my cancellation request and refund. * Confirmation that all my policies will be cancelled as I originally requested. * Written confirmation that no further premiums will be deducted from my salary. * A refund of any premiums that were deducted after my cancellation. I have been trying to resolve this matter for months, and every time I think it is finally being sorted out, something else happens. I need someone from Assupol to take ownership of this complaint and provide me with a clear written explanation and resolution.
1 reviews | Active since Feb 2025
Assupol is a ****
Assupol – Policies amended without my consent after I was contacted by someone claiming to assist me I honestly don't know what to do anymore regarding this matter. I have been trying for months to cancel my Assupol policies and resolve the deductions from my payslip. I was also told that a refund would be processed. On Monday, I received a call from a man who said he was from Assupol and that he was assisting me with my policies and the refund. Unfortunately, the call was disconnected because of bad network. He called me again yesterday and said he was assisting me with the same matter. After that call, I received four SMS notifications from Assupol stating that my policies had been amended and would be effective from November. To my shock, the premiums on all the policies have now been doubled. I never asked for my policies to be amended, increased or reinstated. My instruction has been to cancel the policies, and I was expecting a refund for the deductions that had already been made. At this point, I am extremely concerned because it appears that instead of assisting me with the cancellation and refund, the person who contacted me has somehow made changes to my policies that I did not request or consent to. I need Assupol to urgently investigate: * Who contacted me and what was done to my policies during/after those calls. * Why my policies were amended without my consent. * Why the premiums have been doubled. * Why I received four SMS notifications confirming these changes. * The status of my cancellation request and refund. * Confirmation that all my policies will be cancelled as I originally requested. * Written confirmation that no further premiums will be deducted from my salary. * A refund of any premiums that were deducted after my cancellation. I have been trying to resolve this matter for months, and every time I think it is finally being sorted out, something else happens. I need someone from Assupol to take ownership of this complaint and provide me with a clear written explanation and resolution.
1 reviews | Active since Dec 2024
They keep reinstating policy under me and debiting money without my consent
I complained before about Sanlam reinstating the previous policy I had with them without my consent, I don't have any policy nor reinstated any policy with Sanlam so please refund my money back for the 2 months u debited from my persal and never debit any money cos it's tiring now
1 reviews | Active since Dec 2024
They keep reinstating policy under me and debiting money without my consent
I complained before about Sanlam reinstating the previous policy I had with them without my consent, I don't have any policy nor reinstated any policy with Sanlam so please refund my money back for the 2 months u debited from my persal and never debit any money cos it's tiring now