JN
Jeanie N
1 reviews | Active since Oct 2012
27 May 2024, 08:36
Death Claim from hell!
The service or lack thereof is appalling. I have submitted a death claim. I tried calling the call centre to confirm if my documents have been received, you wait 7 minutes for someone to answer. When someone does answer, the call conveniently drops. I called again, the lady who answered, was extremely rude and arrogant, instead of checking if my documents were received and in order, she kept yelling at me to send the email again. I have now sent it to numerous email addresses found on their paper work and website but still have not received a reference number or confirmation of receipt. Its amazing how they were quick to process debit orders from the policy holders account, but ghost you when you need to claim. They claim to be the best but so far, I have seen no proof thereof. One star is extremely generous.
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Replies (3)
Sanlam's replyOfficial
27 May 2024, 09:40Good day Jeanie, thank you for your review. My sincerest apology for any frustration caused. We are looking into this and will provide feedback to your direct e-mail. Regards, Assupol Complaints Manager
Sanlam's reply27 May 2024, 09:40
Official
Good day Jeanie, thank you for your review. My sincerest apology for any frustration caused. We are looking into this and will provide feedback to your direct e-mail. Regards, Assupol Complaints Manager
JN
Jeanie N's updateReviewer Update
10 Jun 2024, 12:44I am now absolutely disgusted. Bernice Sade Benade from your complaints department emailed me on 27/05/2024, to apologize for the inconvenience and stated they are working on the claim. On 28/05/2024 she asked that I please resend all my documents for the claim to be processed, I sent her my documents and she confirmed receipt thereof. On 04/06/2024 I get an SMS to say the they are still working on my complaint. On 06/06/2024 Bernice responded to me and said the claim was paid on 28/05/2024, this was not the case, no payment was received and no POP could be provided. I received an email this morning that they had a mix up, and the claim is still in process. Not too long after that, Bernice replies to me and said they have not received my documents. HOW ON EARTH IS THIS POSSIBLE????? I need someone to call me via telephone so this can be resolved. This is the worst service I have ever experienced in my life. This is not something a grieving family should be dealing with. If this does not get resolved today, or a satisfactory response can be provided, I will absolutely be taking this matter further. When you call the complaints number on the website, you get through to client services, when they eventually answer they conveniently drop the phone when you ask to follow up on a complaint. YOU MAKE ME SICK!!!!!!!!
JN
Jeanie N's update10 Jun 2024, 12:44
Reviewer Update
I am now absolutely disgusted. Bernice Sade Benade from your complaints department emailed me on 27/05/2024, to apologize for the inconvenience and stated they are working on the claim. On 28/05/2024 she asked that I please resend all my documents for the claim to be processed, I sent her my documents and she confirmed receipt thereof. On 04/06/2024 I get an SMS to say the they are still working on my complaint. On 06/06/2024 Bernice responded to me and said the claim was paid on 28/05/2024, this was not the case, no payment was received and no POP could be provided. I received an email this morning that they had a mix up, and the claim is still in process. Not too long after that, Bernice replies to me and said they have not received my documents. HOW ON EARTH IS THIS POSSIBLE????? I need someone to call me via telephone so this can be resolved. This is the worst service I have ever experienced in my life. This is not something a grieving family should be dealing with. If this does not get resolved today, or a satisfactory response can be provided, I will absolutely be taking this matter further. When you call the complaints number on the website, you get through to client services, when they eventually answer they conveniently drop the phone when you ask to follow up on a complaint. YOU MAKE ME SICK!!!!!!!!
Sanlam's replyOfficial
10 Jun 2024, 13:24Dear Jeanie, our sincerest apology for the frustration caused. I have informed our claims management team of the unfortunate matter. Our claims team is busy implementing a new, more efficient claims system and this is unfortunately accompanied by undue technical challenges beyond our control, leading to possible delayed payments in some instances. Our claims management team is hard at work to correct this.
Sanlam's reply10 Jun 2024, 13:24
Official
Dear Jeanie, our sincerest apology for the frustration caused. I have informed our claims management team of the unfortunate matter. Our claims team is busy implementing a new, more efficient claims system and this is unfortunately accompanied by undue technical challenges beyond our control, leading to possible delayed payments in some instances. Our claims management team is hard at work to correct this.