Disregarded after 17 years of loyality

I am writing to express my extreme disappointment and dissatisfaction regarding the handling of life policy ***, which Mrs B.P Swartz, a single parent faithfully maintained with Sanlam for the extended period of 17 years. As a loyal customer, Mrs Swartz has every right to expect fair treatment and proper guidance regarding her policy, unfortunately, her experience has been anything but satisfactory.

Mrs Swartz has struggled over the years to make regular payments on this policy, sacrificing as a single parent to ensure her commitments were met. It was only after a recent and unfortunate life event she sought assistance from a financial advisor at Old Mutual to review her financial position. During this process it was discovered, that that the policy lacked a paid up option or a term option. At no point during the policy's inception or its duration were these critical aspects explained to her. Expecting a average policyholder to comprehend the intricate details of such policy without advise is unreasonable.

Furthermore, it's deeply concerning that in all these years Mrs Swartz held the policy no reviews or consultations were conducted by Sanlam's representatives or advisors. This lack of engagement demonstrates a glaring neglect of customer care and responsibility.

When Mrs Swartz recently requested the policy to be made paid up on recommendation of her financial advisor and due to the high premium, Sanlam's response was devoid of empathy and consideration. Instead of offering a solution, your company opted to sent an email to her financial advisor instructing the cancellation of the policy. This course of action, after 17 years of loyal payments, is appalling and reflects poorly on Sanlam's commitment to it's customers.

This situation has caused Mrs Swartz significant stress and uncer*****y, leaving her feeling betrayed by a company she trusted. The lack of transparency, communication, and willingness to accomodate a loyal customer is unacceptable.

I urge Sanlam to:

1. Reasses the decision regarding Mrs Swartz's policy and explore the option make it paid up, considering her circumstance. 2. Address the lack of customer support in this case and provide an explanation for the absence of policy reviews over 17 years by a financial advisor. 3. Implement measures to ensure other customers do not endure similar treatment in the future.

Mrs Swartz deserves a fair resolution and acknowledgement of the distress caused by the situation. I trust you will treat this matter with seriousness it warrants and respond promptly.

Your sincerely

On behalf of Mrs Swartz Her son(Mr Swarts B) ***