Disgusting service from Sanlam

Good Day, Trust that you are well. I have had a Sanlam Indie Policy since November 2021 and a Funeral Policy since September 2022, the policy was converted to Matrix this year in October. I sent a request to Sanlam Indie on 15 October 2024 to request a change to my banking details for the debit order to be processed timeously. I received a communique on 23rd October copying me that the request was sent to Sanlam Matrix. I was unaware, until a week ago that despite my request to change banking details, premiums were being deducted from my old account – which is not funded. I contacted Sanlam Matrix on 28 November with the query (which has not been responded to) but I then receive a letter from Sanlam Matrix on 2nd December advising me that my premiums have not been successful. They cited my old banking details in the letter and further advised that I have no cover!!!! I contacted Sanlam immediately, waited 55 minutes, 12 minutes, and 34 minutes on 3 separate calls before finally being assisted. Sanlam Matrix did not receive my banking details change request and therefore my policy is in arrears. I have committed to pay over R14k on December 13 to bring the policy up to date and then a the normal R7,5K premium on 25 December.

The letter attached talks about re-instating cover and invoking waiting periods. I am extremely angry and upset! How Sanlam manages or mismanages their administration is not my problem. I refuse to be disadvantaged because of internal business processes that have failed their clients! I am being asked to send in writing “Please inform us in writing if any life insured underwent any medical tests (e.g. blood tests) or specialist consultations since 20 October 2024, or if there was any change in the mental or physical health of any life insured.” What nonsense is this? I refuse to let my policy lapse or my benefits be compromised. I have paid in excess of R216 373,16 for the policy to date – this excludes payments for my Funeral Policy and I am not willing for this to be forfeited. I am not willing for waiting periods to be invoked or my cover to be compromised. Surely this cannot be how Sanlam treats its customers! Can this mess-up be investigated – I refuse to bear the brunt of Sanlam’s administrative mess-up!!! All correspondence was attached to the email I sent to ***! I wonder when this matter will ever be investigated!