Claim over 14 days old with no response or outcome

I submitted my claim for severe illness on 27 Nov 2025 and have not received any update on the status of my claim. I only receive the automated email notice when you send emails. Claims are supposed to be done in 10 working days, its now been 14 working days and no response from Sanlam. Not even a mail to say, we are working on it.

Numerous calls at my expense later I was told on 11.12.2025 that the medical assessment was done during the week and the assessor will get back to me on 17.12.2025 with the outcome. I tried calling but the call centre was busy and when I called on 18.12.2025, I was told that the medical team and assessor is still working on it. I cannot get a direct answer and know that my claim will be left on a desk during the festive season and forgotten. How will Sanlam deal with a claim by my family for disability if I am for instance in a coma? Will they be send from pillar to post as well and the claim will just disappear eventually?