Complaint

Subject: Formal Notice of Maladministration and Demand for Immediate Finalisation – Approved Medical Disability Claim (Municipal Gratuity Fund)

Dear Sir / Madam,

I write on behalf of my father, the member, in respect of his Medical Disability Claim submitted to the Municipal Gratuity Fund (“MGF”), administered by Sanlam.

I confirm that the claim was medically assessed and approved on 17 October 2025 by Dr Dola Nortje, acting on behalf of Sanlam in its capacity as Administrator of the Fund. Despite this approval, the claim remains unfinalised and unpaid.

During follow-ups, I was advised that the delay is due to the unavailability of the individual handling the claim as a result of leave. I place it on record that internal staffing matters, including staff leave, do not constitute a reasonable or lawful basis for delaying the finalisation and payment of an approved fund benefit.

The continued failure to finalise and pay the approved benefit constitutes unreasonable delay and maladministration, inconsistent with the duties owed by the Administrator to the member and the Fund.

As a direct result of this delay, my father has suffered and continues to suffer financial prejudice, including:

Inability to adequately meet essential living and medical expenses arising from his medical disability; and

Loss of interest and investment growth resulting from the failure to timeously transfer the elected portion of his benefit into an annuity, in accordance with his instruction.

I hereby formally request:

Immediate reassignment of the claim to an authorised official;

Urgent finalisation and payment of the approved benefit;

Written reasons for the delay since 17 October 2025; and

Written confirmation of how the financial prejudice, including lost investment returns, will be addressed.

Should this matter not be resolved within seven (7) business days from date hereof, I reserve the right, on behalf of my father, to escalate the matter to Sanlam Complaints Resolution and to refer it to the Pension Funds Adjudicator for appropriate relief.

This correspondence is submitted without prejudice to my father’s rights.

Yours faithfully,

Mahlomola (On behalf of my father – the member : Mr Mohlolo Sonopo) Contact details: *** Member / Claim Reference Number: ***8