Bad service experience

It is truly a sad day when a Sanlammer has to write a bad review about a Sanlam product...

On 6 February 2025 I had an MRI at Louis Leipoldt Hospital. There was a co-payment of R2 200 which I paid on the day. One of the requirements of GAP is that you have to submit a statement from your medical aid together with the account. My medical aid (Bonitas) however informed me that they are not able to provide me with a "half-monthly" statement, so I had to wait until the end of February before I could submit my claim. R2200 may not sound like alot of money, but to me it is, and I wanted to claim the money back as soon as possible, but this requirement makes it impossible for a person to get their money back quickly.

On 3 March 2025 I sent in my claim to "***". I received an email from "***", with reference number ***6. Nowhere in this email was it mentioned that Sanlam had taken over the administration and no instructions were given on where to send my claim to. I have also gone back on my emails, and I cannot find any communication from Sanlam GAP, informing their clients that they will be taking over the administration from 1 January 2025. Only on 6 March 2025 did I receive an email from the No-Reply email address to inform me that I have used the incorrect email address. They instructed me to send my documentation to "***", which I immediately did (I will provide this email on request).

On 11 March 2025 I called in to follow up on the payment and was informed that they did not receive my claim form. The person assisting did not recognise the "***" and therefore could not trace my email. Once again, very poor service. I resent my claim forms to "***" on 11 March 2025 (reference number ***).

I called on Monday, 17 March 2025, to follow up on the claim and was told it was in processing. I explained my situation to the consultant and asked if he could please escalate the payment for me and try and pay the claim by today as I urgently needed the money, which he said he would. Yesterday I followed up again and was told the claim was still in processing. Instead of helping me or even trying to understand my situation, the consultant told me three times that the turnaround time is 7-10 working days and that my claim is not the only claim that they received. Great client service!!

I understand the process and I am not an unreasonable person. As I told the consultant, if a client called me, explaining their situation and requesting my help in having the claim paid urgently, I would go out of my way to do that, but it was clear that no one was willing to help. They just hide behind the "7-10 day turnaround times". Client service is just a word and people do not have pride in their work any longer.

I seriously have to consider if I want to remain a client of Sanlam GAP, if this is the service being offered. There is no use in taking the admin back from Kaelo because they did even a worse job at the admin, just to continue with the same bad service.

Thank you for your time.

Yolanda Smit