Death claim submitted 29/03/2023 not paid out by sanlam sky

Death claim submitted 29/03/2023

1. I received an sms on the 30/03/2023 advising me of the further assessment that will take 5 working days that should have ended on the 6/04/2023, when I called that day I was advised that the 5 working days only started on the 6/04/2023 even the no communication was sent out to me that I received advising me about another 5 working days, my question was what was done from the 30th March up until the 5th April with? What actions where taken? Why was I not called and the other relatives to confirm the relationship in that period?

2. I then waited another 5 working days from the 6-14 April 2023 which I made contact myself on the 13 April 2023 to complain same day my aunt who did pick up the call and answer due to networking issue the call was disconnected, when the agent called again my Aunt tried to answer, the call was dropped by the agent. Same day when they called the cousin listed on the Bi1663 when he tried to answer the call the phone was dropped. I'm still asking myself in that 10 working days what was done? Why was my claim not further assessed in that 10 working days? I had to called again to be told that my claimed will be going through investigation for 14 working days even then no communication was sent out to advise me that I received from sanlam sky. My question is what is the process before handing over any claim to the investigator? Was the right process followed correctly? And also if I have red flag in your system why do you accept my premiums,build a relationship and not decline my application? To avoid all of this.....?

3. The investigator only called me on the 18/03/2023 @ 18h34 I then advise him to call me after an hour due to network problems from the area I was at, he promised to call me before 8pm, he never called me back, now I fail to understand what cooperation is sanlam sky referring to when I'm still waiting for the investigator to contact me. Investigation was done with family member that I have relationship with they confirmed that I am the cousin that was on the 18/04/2023. On the 2/05/2023 I called sanlam sky to check the status and I was only advised then that another email was sent out on the 28/04/2023 which I did not received, the only email I received that is when I called on the 2/05/2023 and the consultant was helpful and sent it to me with all the required information which on the same day I then rep****. My claim is still not paid out, I feel victimized, disgrace and misleaded by sanlam most of all as a ******** with the door to door they did asking about my relationship I feel violated. In that matter I do not want any relationship with sanlam sky they are a bad company who don't treat their clients in time of difficulty and distress in respect.