Complaint: Incorrect Information Regarding Staff Funeral Cover Continuation and Claim Decline

I am writing to formally lodge a complaint regarding my staff funeral cover that was terminated on 31 July 2024 upon my resignation from Sanlam.

I worked for Sanlam for over 7 years. Three years before leaving, I took out the staff funeral cover for my parents. When I resigned in June 2024 and served my notice in July, I attempted to transition the staff funeral cover to an individual Sanlam Sky policy. During this process, I contacted Sanlam Sky several times, but my emails were not responded to and no action was taken.

HR informed me that I had three months after leaving to convert the staff funeral cover and that I should not worry because my parents would remain covered during the transition period. I successfully continued my Sanlam Medical Aid during the same transition window, and I assumed the same rule app**** to the funeral benefit.

My mother sadly passed away on 2 August 2024 — only two days after my last day at Sanlam. When I called HR and the staff funeral team, I was given conflicting information. HR informed me that she was still covered, but the staff funeral team later informed me that the policy was automatically terminated on my last active day, and therefore no claim could be processed.

This has caused significant emotional and financial distress, particularly because:

I attempted to convert the policy while still employed,

I was given incorrect information regarding the continuation period,

Sanlam Sky failed to respond to my transition requests,

I was told not to worry and that the cover would remain in place.

I request that Sanlam investigate:

The incorrect information provided by HR.

Sanlam Sky’s failure to process or respond to my transition request.

Whether my mother can be considered covered due to administrative delays and incorrect guidance provided by Sanlam representatives.

Please advise on the next steps and provide me with a reference number for this complaint.

Mbalenhle Mkhize