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aw.peters aw.peters

1 reviews | Active since Mar 2017

18 Oct 2024, 18:03

Beware of promised SLA's and Standard, "We will get back to you" Email responses.

I am one of the unfortunate people to have a Sanlam Life Insurance Policy, an Annuity as well as to be on the Sanlam Umbrella Provident Fund. I don't believe they know what customer service is. They change the goal posts, every time you follow up on a query. Even after lodging a complaint with the Pension Fund Adjudicator, they are now even more determined to slow down the process. I had my claim for Medical Disability Approved, but almost five months later, there is still a dispute and the deadline to resolve it was the 24th of September 2024. I am aware that my previous employer is partly to blame for the complaint, but even when providing the correct information, they can't even do basic mathematics! Even requesting to pay out my annuity, is a nightmare. I submitted the documents in September and got a deadline. When I followed up, I get another deadline, and another, again today. I can just imagine if I had to die, how my family would struggle to get my life insurance paid out. Earlier in the week, I phoned in and 1 hour 15 minutes later, when I got to a service agent, they couldn't assist me and promised to escalate it and that I would get a call back, but still nothing. I don't think they can be trusted with my money and life insurance.

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Replies (12)
Sanlam
Sanlam's reply18 Oct 2024, 18:17
Official
Good day Andrew
 
Thank you for reaching out to us.
 
We are sorry to hear about your service experience and have escalated the matter to Sanlam Corporate for urgent assistance. 
 
Regards
Sanlam Client Care
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aw.peters aw.peters's update18 Oct 2024, 18:34
Reviewer Update
If you look on your records, I first lodged a complaint on the 15th of July this year, also on Hello Peter, and got the same empty promise. Three months later, it has not been resolved. I do understand that the information supp**** to Sanlam by my previous employer, was technically *****, albeit they claim a bona fide mistake, it still hasn't been rectified. Even the Pension Fund Adjudicator is involved and both Sanlam and my previous employer CNW, don't care. They even threatened me with legal action because I opened a case of *****. I am now on Medical Disability, getting the wrong monthly benefits and can't afford the treatment. In conjunction, Sanlam Disability wants a Psychiatric Report, to try escape from paying me what is due until I reach 65.
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aw.peters aw.peters's update18 Oct 2024, 18:36
Reviewer Update
And, when I emailed Sanlam, the consultant rep****, saying, as I had lodged a complaint with the Pension Fund Adjudicator, I must contact the PFA for an update. Is that customer service?
Sanlam
Sanlam's reply19 Oct 2024, 08:17
Official
Hello again Andrew
 
We apologise for your service experience and have requested the Sanlam Corporate department to look into the matter and contact you. 
 
Regards
Sanlam Client Care
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aw.peters aw.peters's update19 Oct 2024, 08:47
Reviewer Update
I have an appointment with a Specialist Cardiologist on Monday morning, the 21st at 9.00 am which I require the funds for, as my medical aid is exhausted. This is additional treatment required because of the problems experienced with the Pacemaker that was fitted on the 29th of February that led to my permanent disability. I am under severe financial pressure because of the lengthy delays between Sanlam and my previous employer, CNW. Despite producing reports from Specialist Physicians, Cardiologist and Neurologists, they are now questioning my Mental Stability.
Sanlam
Sanlam's reply19 Oct 2024, 19:49
Official
Hello Andrew

We have relayed the message to Sanlam Corporate urgent assistance.

Regards
Client Care Centre
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aw.peters aw.peters's update20 Oct 2024, 09:29
Reviewer Update
Thank you, but I have been in communication with numerous representatives from Salam Corporate, that have not responded to me emails from more than a week ago. All I get is an automatic reply of being out of office or no response at all. Despite having supp**** most of my pay slips for the last couple of years and IRP'5s, they still can't rectify the matter, as my previous employer did not declare the correct salary. My previous employer has apparently now submitted the correct information, but I have been told I will only get an update on the 25th of October! In the definition of *****, what was declared has had a financial impact on not only me, but Sanlam as well. I opened a case of ***** and Sanlam should as well.
Sanlam
Sanlam's reply20 Oct 2024, 18:59
Official
Hello Andrew
 
Thank you for providing us with the information and we have relayed the information to Sanlam Corporate.

Regards
Sanlam Client Care
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aw.peters aw.peters's update21 Oct 2024, 05:41
Reviewer Update
This is not only about the Sanlam Umbrella Fund Statement being incorrect because of the incorrect information declared by my previous employer, but also because of the information declared for my medical disability that was approved, but the incorrect figures have been used for the calculation. Sanlam is now also looking for a loophole not to pay me the disability that I qualify and require a Psychiatric Evaluation! My disability is permanent and not going to go away overnight! I also requested to pay out my Annuity on the 17th of September and am still waiting! Your service levels are appalling!
Sanlam
Sanlam's reply23 Oct 2024, 14:49
Official
Good day Andrew
 
This is to confirm that Sanlam Corporate has provided you with feedback via email.
 
Regards
Sanlam Client Care 
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aw.peters aw.peters's update23 Oct 2024, 18:28
Reviewer Update
And I responded that I disagree with the response and resolution, so today I get another PHS Letter request in retaliation by Sanlam.
Your calculations with regards to my Provident Fund and Disability Benefits are wrong!
I will lodge a new complaint with the Pension Fund Adjudicator.
You treat customers like fools!
Sanlam
Sanlam's reply24 Oct 2024, 09:16
Official
Good day Andrew
  
Thank you for your feedback regarding the complaint response. Your message has been relayed to the relevant department for further review and action. 
  
Regards
Sanlam Client Care