Dear SANLAM Customer Service Team, I am writing to formally express my deep concern and disappointment regarding the lack of adequate support provided to elderly clients, particularly those who live alone and do not have family members to assist them. W

Dear SANLAM Customer Service Team,

I am writing to formally express my deep concern and disappointment regarding the lack of adequate support provided to elderly clients, particularly those who live alone and do not have family members to assist them.

While I understand the importance of authorization protocols, it is disheartening that there appears to be no alternative mechanism to assist vulnerable individuals who genuinely need help navigating your services. Many of these elderly clients are isolated or stay in rural areas. Some of us are just honestly trying to assist. We are simply offering support where it is most needed.

Furthermore, your call center experience has been extremely frustrating. Holding on the line for over 30 minutes without resolution is unacceptable ***). The inefficiency and lack of empathy displayed during these interactions only compound the challenges faced by the elderly.

I urge SANLAM to consider implementing a more compassionate and practical approach to assisting senior citizens, whether through a dedicated support line for the elderly, community liaison officers, or simplified verification processes for trusted helpers.

Your immediate attention to this matter would be greatly appreciated. We are not asking to bypass security, but to find humane and workable solutions for those who are most in need.

Yours sincerely,

Lesego Mokoto