Bad & Disappointing Service from SANLAM

My family had the worst experience with SANLAM. My dad worked for the City of Tshwane for many years and upon passing last year April we got to learn that their pension fund was underwritten by SANLAM. We thought since this was a reputable company, our claims will probably go smooth. That was not to be.

To start off, the employer submitted the documents to SANLAM late - that was end of August 2021. All the documents they needed were submitted. After 6 months we started following up with the employer and we were told that SANLAM is still busy. Towards the end of the 10th month I asked for SANLAM's number and the name dealing with the case. I expected professionalism and some level of sympathy from SANLAM but I received none of that. I have a stepmom with three kids of school-going age renting an apartment which has not been paid in three months. I needed to know what one must do to get the process fast tracked.

I was given Onwabile Sangqu's details. I have been calling Onwabile for over a month on ***without a response. I have been calling the Call Centre everyday since last month and each time I get told that they have sent her an email and she will call me back. I have left numerous messages with the call centre agents who all promise to check and revert back to me. Not a single call came back.

This is very bad service - I have other products with SANLAM which I deemed good and beneficial but their level of service is dismal to say the least.

It is a year now without the payout of a pension fund - and we are told all is in order. When I called the employer in June, I was told that SANLAM is finalising the claim, they are left with interviews.

When I called SANLAM in August - they gave me the same line that they are about to conduct interviews and wrap the claim.

I need to know what's going on, where is the held up and why is this Onwabile not answering her phone.

Her Supervisor Reinette is also not reachable on ***. I have also lodged a complaint with the SANLAM Complaints Department which fell on deaf ears.

This is my last hope of reaching out since the month is coming to an end and we must make alternative accommodation plans for my stepmom and kids.

The level of unresponsiveness from SANLAM is really disappointing. There is a lot competition in the insurance industry for one company to believe that it is in monopoly.