RJ
Rushannah J
1 reviews | Active since Dec 2024
28 Dec 2024, 06:03
Appalling Service for such a big company
I would rate zero stars if I could here... I have been trying to change the policyholder and remove all dependents for since November and been sent from Kaelo to Sanlam Gap Centriq with absolutely no resolve. Kaelo is pushes me to Sanlam Gap with no accountability, during the first 3 weeks of December after speaking to 3 different agents who gave me 3 different stories and it seems says what I want to hear, the last call I had was with Nokhuthula from Kaelo, she was dismissive, and condescending assured me however at the end of that call that she will return my call that was on 20 December, it is now the 28 December and I am still waiting yet she did send the email over to Sanlam Gap but I have received absolutely no communication or resolution. And the appalling cherry on top is they have deducted premium for the last two months which is now a new problem.
Save yourself the money, feeling of being treated like a child and stress and do not join Kaelo /Sanlam Gap.
Helpful (0)
Replies (5)0
Replies (5)
Sanlam's replyOfficial
28 Dec 2024, 09:04Good day Rushannah
We apologise for your service experience and have requested Sanlam Gapcover to look into the matter and contact you on Monday.
Regards
Sanlam Client Care
We apologise for your service experience and have requested Sanlam Gapcover to look into the matter and contact you on Monday.
Regards
Sanlam Client Care
Sanlam's reply28 Dec 2024, 09:04
Official
Good day Rushannah
We apologise for your service experience and have requested Sanlam Gapcover to look into the matter and contact you on Monday.
Regards
Sanlam Client Care
We apologise for your service experience and have requested Sanlam Gapcover to look into the matter and contact you on Monday.
Regards
Sanlam Client Care
Sanlam's replyOfficial
31 Dec 2024, 11:48Hello Rushanna
We have received feedback that Sanlam Gapcover has been in touch with you via email.
Please respond to their email for any enquiries you might have.
Regards
Sanlam Client Care
We have received feedback that Sanlam Gapcover has been in touch with you via email.
Please respond to their email for any enquiries you might have.
Regards
Sanlam Client Care
Sanlam's reply31 Dec 2024, 11:48
Official
Hello Rushanna
We have received feedback that Sanlam Gapcover has been in touch with you via email.
Please respond to their email for any enquiries you might have.
Regards
Sanlam Client Care
We have received feedback that Sanlam Gapcover has been in touch with you via email.
Please respond to their email for any enquiries you might have.
Regards
Sanlam Client Care
RJ
Rushannah J's updateReviewer Update
31 Dec 2024, 16:00Good day,
Yes, they have emailed me again without any resolution.
They have given me a completely NEW process to follow which is entirely different to the process that I have been told since 27 November 2024. Which tells us what, that the month's notice that we have given will not be honoured because YOU guys and KAELO changed processes and there is a disconnect between your handover to a CLIENT.
What is worse the email response states Contact Centre: The contact number will remain ***, and you can continue to use this for any queries or assistance.
I call this number now and the Kaelo agent on the other side says, 'Sorry there is nothing that I can do, even though the process we told you in November was the correct process for Kaelo, Sanlam Gap has a different process that kicks in for 2025 and there is nothing that I can do to change it and no other number I can give you to contact to connect you to a Sanlam Gap agent. And I do not know why Sanlam Gap gave you this number because we are not the administrator.'
SO WHO AM I SUPPOSED TO CALL?!!!
Sanlam Gap has taken more money from me than they were entitled to because you and Kaelo did not follow my requests and now it looks like you adding another month's premium.
I cannot fathom that this is the type of service that such a massive org that has been around for over 100 years cannot resolve.
You need to fix this issue and the subsequent issue that has developed as a result.
Regards
Mrs Job
Yes, they have emailed me again without any resolution.
They have given me a completely NEW process to follow which is entirely different to the process that I have been told since 27 November 2024. Which tells us what, that the month's notice that we have given will not be honoured because YOU guys and KAELO changed processes and there is a disconnect between your handover to a CLIENT.
What is worse the email response states Contact Centre: The contact number will remain ***, and you can continue to use this for any queries or assistance.
I call this number now and the Kaelo agent on the other side says, 'Sorry there is nothing that I can do, even though the process we told you in November was the correct process for Kaelo, Sanlam Gap has a different process that kicks in for 2025 and there is nothing that I can do to change it and no other number I can give you to contact to connect you to a Sanlam Gap agent. And I do not know why Sanlam Gap gave you this number because we are not the administrator.'
SO WHO AM I SUPPOSED TO CALL?!!!
Sanlam Gap has taken more money from me than they were entitled to because you and Kaelo did not follow my requests and now it looks like you adding another month's premium.
I cannot fathom that this is the type of service that such a massive org that has been around for over 100 years cannot resolve.
You need to fix this issue and the subsequent issue that has developed as a result.
Regards
Mrs Job
RJ
Rushannah J's update31 Dec 2024, 16:00
Reviewer Update
Good day,
Yes, they have emailed me again without any resolution.
They have given me a completely NEW process to follow which is entirely different to the process that I have been told since 27 November 2024. Which tells us what, that the month's notice that we have given will not be honoured because YOU guys and KAELO changed processes and there is a disconnect between your handover to a CLIENT.
What is worse the email response states Contact Centre: The contact number will remain ***, and you can continue to use this for any queries or assistance.
I call this number now and the Kaelo agent on the other side says, 'Sorry there is nothing that I can do, even though the process we told you in November was the correct process for Kaelo, Sanlam Gap has a different process that kicks in for 2025 and there is nothing that I can do to change it and no other number I can give you to contact to connect you to a Sanlam Gap agent. And I do not know why Sanlam Gap gave you this number because we are not the administrator.'
SO WHO AM I SUPPOSED TO CALL?!!!
Sanlam Gap has taken more money from me than they were entitled to because you and Kaelo did not follow my requests and now it looks like you adding another month's premium.
I cannot fathom that this is the type of service that such a massive org that has been around for over 100 years cannot resolve.
You need to fix this issue and the subsequent issue that has developed as a result.
Regards
Mrs Job
Yes, they have emailed me again without any resolution.
They have given me a completely NEW process to follow which is entirely different to the process that I have been told since 27 November 2024. Which tells us what, that the month's notice that we have given will not be honoured because YOU guys and KAELO changed processes and there is a disconnect between your handover to a CLIENT.
What is worse the email response states Contact Centre: The contact number will remain ***, and you can continue to use this for any queries or assistance.
I call this number now and the Kaelo agent on the other side says, 'Sorry there is nothing that I can do, even though the process we told you in November was the correct process for Kaelo, Sanlam Gap has a different process that kicks in for 2025 and there is nothing that I can do to change it and no other number I can give you to contact to connect you to a Sanlam Gap agent. And I do not know why Sanlam Gap gave you this number because we are not the administrator.'
SO WHO AM I SUPPOSED TO CALL?!!!
Sanlam Gap has taken more money from me than they were entitled to because you and Kaelo did not follow my requests and now it looks like you adding another month's premium.
I cannot fathom that this is the type of service that such a massive org that has been around for over 100 years cannot resolve.
You need to fix this issue and the subsequent issue that has developed as a result.
Regards
Mrs Job
Sanlam's replyOfficial
02 Jan 2025, 07:20Good morning
Thank you for coming back to us.
We have again requested assistance from the responsible team.
Regards
Sanlam Client Care
Thank you for coming back to us.
We have again requested assistance from the responsible team.
Regards
Sanlam Client Care
Sanlam's reply02 Jan 2025, 07:20
Official
Good morning
Thank you for coming back to us.
We have again requested assistance from the responsible team.
Regards
Sanlam Client Care
Thank you for coming back to us.
We have again requested assistance from the responsible team.
Regards
Sanlam Client Care
Sanlam's replyOfficial
02 Jan 2025, 14:36Good afternoon
We have received feedback that an email has been sent to you.
Please be so kind as to respond to it, if you have not already done so.
Regards
Sanlam Client Care
We have received feedback that an email has been sent to you.
Please be so kind as to respond to it, if you have not already done so.
Regards
Sanlam Client Care
Sanlam's reply02 Jan 2025, 14:36
Official
Good afternoon
We have received feedback that an email has been sent to you.
Please be so kind as to respond to it, if you have not already done so.
Regards
Sanlam Client Care
We have received feedback that an email has been sent to you.
Please be so kind as to respond to it, if you have not already done so.
Regards
Sanlam Client Care