A Reputable Company Lost It's Way "SANLAMS FAILURE TO DELIVER"

My late father had a retirement policy with Sanlam. When he was 60 years old he went to Sanlam in Bellville and were told that for man the retirement age was 65. He waited until he reached 65 and returned to Sanlam Bellville to claim for his funds and was than told that he have a death benefit with them not a retirement fund when he pass away my mother can claim however if my mom passed before him he won't get any money out. On the 23 August my father sadly passed away and we went to Sanlam Bellville on the 26 August to submit the claim to assist my mom with funeral arrangements. We were told by the assistant the funds will be paid within 5 business days. Till to date my mom haven't received any funds from them. We received a email from Sanlam Namibia that my mom needs to sign fica forms as soon as they receive the forms the funds will be transferred. I received a email the following day that the claim has been placed on inter hold awaiting information. I made contact with Sanlam SA and was told to contact Sanlam Namibia because the funds comes from Namibia. I called them on the 17 September 2025 and was told that they all in a meeting they receptionist will ask one of the consultants to make contact with me of which I've provided my number. I haven't received a call from them. I've send a email yesterday to enquire the reason why the claim is on hold and what information they are referring to until now no reply from them. My concern that I have is why was the retirement policy changed to a death policy. Sanlam consultants use elderly people, they use their vulnerabilities to gain benefits. They were supposed to assist and guide the elderly but instead rob. My mother only earn a sassa grant and had to use all her money for the funeral she doesn't even have food or money at home and you guys still have time to play games. This is humiliating for me to come on this platform to scream for help. I've never expect this from a reputable place like Sanlam, very disgusted and disappointed in the way you treat your clients. If this is not resolved by Tuesday the 23 September I will contact the FSCA or Ombudsman for mediation. I also need a detailed explanation of the policy's T's and C's.

Contact person: Samantha Siegelaar Contact number: *** Email: ***