Concern Regarding Delay in Salary Protection Claim

I am lodging a further complaint regarding the handling of my income protection claim.

Less than 24 hours after my previous complaint, I was informed that I must once again complete and submit all
of the documentation relating to my claim. This is despite the fact that I have already provided the required forms,
together with every medical certificate and doctor's extension of sick leave issued after each follow-up appointment.

Today, I was advised that I must re-submit my medical documentation yet again. I find this process unreasonable, repetitive,
and unnecessarily burdensome, particularly given my current health circumstances following surgery.

It has now been almost two months since my operation, and my claim is partially resolved.
I have previously dealt with income protection claims on behalf of my partner. Did not have as many problems or
repeated requests for documentation that had already been provided.

The ongoing delays and repeated requests for the same information are causing significant stress at a time when my focus should be on recovery.

This version is firm, factual, and focuses on the delays and repeated requests rather than emotion, which often strengthens a formal complaint.

Dear Sanlam,

You stated that you provided me with new information on the 20th; however, that is not correct. During our discussion, you explained the shorter periods during which I was off work, and I understood those periods I did not claim still had sick leave. The current concern relates to this extended period of absence, which was not addressed in the same manner.

I submitted all requested documentation to the insurance company as soon as I received it from the relevant medical practitioners. Furthermore, my broker was not informed of any issue, concern, or deficiency regarding the submission of these documents.

In addition, even the Orthopaedic Surgeon has questioned why he is being asked to complete the same documentation again when it has already been provided.

Could you please explain why this matter is only now being raised, despite the documents having been submitted promptly as they became available? I would appreciate a clear explanation so that I can understand the reason for the delay and determine what, if anything, remains outstanding.

I look forward to your response.
Kind regards,

Good day,

I would like to express my concern regarding the lack of communication and guidance throughout this process.My broker has contacted your office on numerous occasions, both telephonically and via email, requesting feedback and clarification. Unfortunately, these attempts have largely gone unanswered, and no proper guidance or direction was provided.The only reason we have been able to obtain any feedback or response is through our continued follow-up efforts. This is extremely frustrating, particularly given the importance of this claim and the financial impact the ongoing delays are having on me.I would appreciate a clear update to broker and status of my claim, as well as confirmation of any outstanding requirements, so that this matter can be resolved as soon as possible.

I look forward to your urgent response.