Claim not paid but Sanlam Website states otherwise.

I submitted a death claim to Sanlam on 20 March 2024, after the passing of my father. I then tracked the progress of the claim on the Sanlam Website.

On 19 April when I logged in, I was surprised to note that the claim was finalized and the proceeds where paid into my bank account on 18 April 2024, the day before. This was very wrong, incorrect information, because there was no money paid from Sanlam into my bank account.

I immediately called Sanlam and spoke to a consultant telephonically. She advised me that the claim was not paid or finalized as yet. It was awaiting signature from an assessor to release the funds.

On Monday 22 April I called again to find out what was happenning and was given the same reason. Today 23 April I called again, and was once again told that the assessor needs to sign off to release the funds.

Now I am VERY concerned. The Sanlam Website stated that I was paid on 18 April 2024. The consultants say the assessor must sign for the release of the money.... but nobody is signing because the money is still not in my account.

Can somebody please look into this. Why would a very reputable company like Sanlam state on their website that I was paid on 18 April and yet that is not true?? Where have the funds gone?

If indeed an assessor still needs to sign off to release the funds, why is it not being done? Why prematurely state on the Sanlam Website that the funds have been paid into my bank account when that is not true?

I have had many dealings with Sanlam before and never have I encountered a challenge such as this. The finalization of the claim as stated on the website is a lie.... and regardless of my daily telephonic follow up, still the claim is not finalized by the assessor. This is VERY dissapointing.

Please look into this. Thank you