Hellopeter
Share Your Experience
NN
Nelly N

1 reviews | Active since Aug 2021

26 Aug 2026, 10:14

Complaint regarding outstanding feedback on waiting-period waiver

I am extremely disappointed with the lack of feedback and assistance I have received from Assupol regarding my policy and the requested waiting-period waiver.

I previously submitted the required information and documentation, including the policy schedule, and specifically requested confirmation regarding the waiting-period waiver. I have also followed up with Assupol.

I recently received a response confirming that the dependant’s date of birth has been updated when i called in , as no email was sent to advise it was done . While I appreciate that this amendment was processed, **my main query regarding the waiting-period waiver was not addressed at all**.

I have still not received confirmation:

* Whether the waiting-period waiver has been approved and app****; * The effective date of the waiver; * Whether the waiver applies to the dependant concerned; and * An updated policy schedule reflecting the corrected information and applicable waiver.

I have also not received a call or any further feedback regarding these outstanding matters.

I understand that administrative processes can take time, but I believe I have allowed sufficient time for a response and should not have to repeatedly follow up for confirmation on an important policy matter.

I am therefore requesting that Assupol urgently review my query and provide me with a **clear written response regarding the waiting-period waiver and the updated policy schedule**.

I would appreciate this matter being escalated to the appropriate department or a manager who can provide a definitive response.

I look forward to receiving proper feedback and having this matter resolved.

0
Replies (11)
Sanlam
Sanlam's reply26 Aug 2026, 10:32
Official
Good day, Nelly

We apologise for your negative service experience and have arranged for you to be contacted and assisted.

Regards
Sanlam Client Care
NN
Nelly N's update26 Aug 2026, 10:35
Reviewer Update
Good day,
Thank you for your response and for arranging for me to be contacted and assisted.
I appreciate the acknowledgement of my concerns. However, I would like to clarify that my request is specifically for written confirmation regarding the waiting-period waiver applicable
I am still awaiting confirmation of:
  1. Whether the waiting-period waiver has been approved and app**** to Victor’s cover;
  2. The effective date of the waiver;
  3. Whether the waiver affects his eligibility for benefits and the claim; and
  4. The updated policy schedule reflecting the corrected date of birth and the applicable waiting-period waiver.
I would appreciate it if these matters could be addressed in writing, rather than only through a telephonic engagement, as I require the confirmation for my records and in relation to the claim.
I look forward to receiving the requested confirmation and updated policy schedule.
Kind regards,
Nelly Letshekga
Sanlam
Sanlam's reply26 Aug 2026, 10:51
Official
We have relayed your reply to the responsible department.

Regards
Sanlam Client Care
Sanlam
Sanlam's reply26 Aug 2026, 15:18
Official
Good afternoon, Nelly

We have received feedback that you are being assisted.

Regards
Sanlam Client Care
NN
Nelly N's update06 Sept 2026, 16:17
Reviewer Update
Good day,
I am following up regarding my complaint, my Assupol policy and the claim submitted following the passing of my brother.
I would like to place on record my concern regarding Assupol's position that my policy was treated as a new policy because I did not provide a cancellation letter from AVBOB.
When I app**** for the Assupol policy online, I was not advised that I was required to provide a cancellation letter from AVBOB in order for my existing cover to be considered for purposes of the waiting period.
When I subsequently contacted Assupol, I was advised regarding the policy schedule. I then provided my AVBOB policy schedule together with the relevant Assupol documentation.
I have since been informed that Assupol did receive my email and the attached documentation. However, it appears that only the request contained in the subject line regarding the updating of my brother's ID details was attended to, while the attached policy schedule was not actioned.
At no stage, before my brother's passing, was I informed that the AVBOB cancellation letter was outstanding or that the policy would otherwise be treated as a completely new policy with the applicable waiting period.
I only became aware of the requirement for a cancellation letter when I followed up regarding my brother's claim after his passing.
I therefore request that Assupol provide a clear written response addressing the following:
  1. On what date was I first advised that an AVBOB cancellation letter was required?
  2. By what method was this requirement communicated to me?
  3. Please provide a copy of the communication in which I was advised that the cancellation letter was required.
  4. Please confirm whether the AVBOB policy schedule I submitted was received and attached to my policy/application.
  5. If it was received, please explain why I was not advised that the schedule was insufficient and that a cancellation letter was still required.
  6. Please confirm the exact date on which my policy was accepted and became effective.
  7. Please confirm the exact waiting period that app**** to my policy on 10 August 2026.
  8. Please provide the specific policy clause re**** upon in treating my policy as a new policy rather than considering the existing AVBOB cover.
  9. Please confirm the current status of my brother's claim and provide the formal written reason for the claim decision.
  10. Please confirm whether my brother's details have been removed from the policy and, if so, the reason and effective date of the removal.
I am not asking Assupol to make an exception to its policy terms. I am asking Assupol to properly consider the circumstances surrounding the application, the documentation that was submitted, the information provided to me by your representatives, and the fact that I was never informed that a cancellation letter was outstanding before the claim arose. I therefore request a final written response addressing the above points and the basis for the decision. Kind regards, Nelly
Sanlam
Sanlam's reply07 Sept 2026, 07:43
Official
Good day, Nelly

We have reached out to the responsible department for assistance.

Regards
Sanlam Client Care
NN
Nelly N's update07 Sept 2026, 12:47
Reviewer Update
thank you
Sanlam
Sanlam's reply08 Sept 2026, 08:49
Official
Good morning, Nelly

We have received feedback that the matter is receiving attention and that the Sanlam Assupol team is in direct contact with you.

Regards
Sanlam Client Care
NN
Nelly N's update08 Sept 2026, 08:58
Reviewer Update
Thank you
NN
Nelly N's update23 Sept 2026, 16:06
Reviewer Update
Good day, I am following up once again regarding my complaint referenced below. I have still not received the promised substantive feedback or final written outcome. Your acknowledgement confirmed that the complaint would be investigated and that feedback would be provided within 10 business days. I have also sent follow-up correspondence requesting an update, but have not received a response addressing the status of the investigation. Please provide the outstanding written outcome and confirm the status of my complaint without further delay. If the investigation has not yet been finalised, please provide the reason for the delay and a specific date by which I will receive the final outcome. For reference: HelloPeter Complaint: #*** Assupol Complaint *** Policy *** Matter: Replacement / Claim Should I not receive the required response, I will proceed with the escalation channels provided in Assupol's own complaint acknowledgement. Kind regards, Nelly Letshekga
Sanlam
Sanlam's reply23 Sept 2026, 16:20
Official

Good afternoon, Nelly

We are sorry to learn that you have not yet received feedback on this matter and have followed up with the Sanlam Assupol team.

Regards

Sanlam Client Care