Complaint Regarding Unacceptable Delays on Critical Claim

Dear Sanlam Client Services / Claims Department,

I am writing to escalate a formal complaint regarding the ongoing and unacceptable delay in processing my critical health-related claim, initially logged on 16 January 2026.

Despite providing all requested medical reports and hospital recommendations promptly, your department has repeatedly failed to meet its own communicated deadlines for providing feedback:

* First promised date: 28 January 2026 – Not met. * Second promised date: 30 January 2026 – Not met. * Third promised date: 3 February 2026 – Not met. * Current promised date: 6 February 2026 – Pending.

I have been informed that the reason for these delays is an "influx of claims." This is an internal resourcing issue for Sanlam to resolve and is not an acceptable excuse for failing a customer in a time of medical crisis.

Most critically, I have explicitly communicated that my life is at risk and that I am suffering severe pain due to the unresolved condition this claim pertains to. The continued postponement is not merely an administrative failure; it is causing direct and severe distress and potentially exacerbating a life-threatening situation. Your team's response that "there is not much they can do" is profoundly alarming and demonstrates a complete lack of duty of care.

This experience has shown a staggering disregard for customer welfare, competence, and basic service standards. It has eroded my trust in Sanlam entirely. At this point, I am actively considering cancelling all my policies and moving to a competitor who demonstrates both competence and genuine customer care.

This situation is beyond disappointing; it is a dereliction of the very service and security I have been paying for. I expect your immediate and serious attention to this life-critical matter.