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Andrew R

1 reviews | Active since Jun 2009

16 Aug 2023, 10:39

Does the "billing" department at Sanlam Gap Cover actually exist?

On 25 July I emailed the customer care address, to ask about a reconciliation of my premiums. I had paid in extra by EFT to catch up premiums, and Sanlam had increased the amount of my debit orders. So I was not sure where I stood in terms of payments.

I received a response stating that my request had been forwarded to the billing department.

On 2 August, I had still not had a response, so I emailed again. Got the standard auto reply, but no other response.

As of today (16 August), I have had no feedback whatsoever. This is the second time that a query has been sent to the billing department, and the second time I am forced to turn to this platform in order to get a response.

How difficult is it to do a premium reconciliation? It is a very basic accounting function, and if this is proving to be such a big problem, it makes me very concerned about how the rest of the financial function is managed. This is after all, a investment company.

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Replies (17)
Sanlam
Sanlam's reply16 Aug 2023, 10:44
Official
Good day Andrew  
 
We are sorry to hear of your poor client service experience. We have escalated your complaint to Sanlam Gap Cover.
 
 Regards
 Sanlam Client Care
Sanlam
Sanlam's reply16 Aug 2023, 12:42
Official
This is to confirm that a consultant has tried to call you but there was no answer. An email has been sent to provide you with feedback,
 
 Regards
 Sanlam Client Care
Sanlam
Sanlam's reply16 Aug 2023, 14:13
Official
As previously confirmed an email has been sent to provide you with feedback,
 
 Regards
 Sanlam Client Care
AR
Andrew R's update02 Sept 2023, 11:54
Reviewer Update
After eventually getting a reply, I was told I had a credit (approximately 3 months worth of premiums).

However, today (2 Sept), I was debited again for a premium.

Why is the credit not being used???

I have submitted a request to terminate my policy, and I expect the credit to be refunded as soon as possible.
Sanlam
Sanlam's reply04 Sept 2023, 07:35
Official
Good morning Andrew

We have requested urgent assistance from the responsible team.

Regards
Sanlam Client Care
Sanlam
Sanlam's reply04 Sept 2023, 15:00
Official
Hello Andrew

We have received feedback that you have been contacted and that you are being assisted.

Regards
Sanlam Client Care
AR
Andrew R's update05 Sept 2023, 07:23
Reviewer Update
No, they haven't contacted me. The last contact I had was where I was told I had a credit. No one has rep**** to my cancellation and refund request. The auto-reply email I got said I should receive a reply within 8 working hours, those have passed without any further communication.
Sanlam
Sanlam's reply05 Sept 2023, 07:37
Official
Hello Andrew

Thank you for letting us know.

We have requested further feedback from the responsible team.

Regards
Sanlam Client Care
Sanlam
Sanlam's reply05 Sept 2023, 14:47
Official
Hello Andrew

Sanlam Gapcover is struggling to get hold of you telephonically.

Please be so kind as to respond to the email they have sent you.

Regards
Sanlam Client Care
AR
Andrew R's update05 Sept 2023, 16:07
Reviewer Update
I have had no calls today, apart from a spam bot call. The most recent emails I have received from Gap Cover was on 18 August where they told me I had a credit of R725, and then the auto reponse with a reference number, when I emailed to cancel and ask for my money back, on 2 September.

No further communication has been attempted/received.
AR
Andrew R's update08 Sept 2023, 14:57
Reviewer Update
One week later, and still radio silence. No response to my request to cancel and refund.
Sanlam
Sanlam's reply08 Sept 2023, 15:10
Official
Hello Andrew

An email was sent to you on Tuesday. Please respond to the email.

Regards
Sanlam Client Care
AR
Andrew R's update08 Sept 2023, 20:20
Reviewer Update
I DID NOT RECEIVE AN EMAIL!!! IF I HAD I WOULDN'T NEED TO KEEP COMMENTING HERE THAT NO ONE IS REPLYING TO ME!!!! THE ONLY EMAILS I HAVE RECEIVED, WERE ON 18 AUGUST AND AN AUTO-RESPONDER ON 2 SEPTEMBER!!!!
Sanlam
Sanlam's reply11 Sept 2023, 08:00
Official
Hello Andrew

We have relayed your message to Sanlam Gapcover.

Regards
Sanlam Client Care
AR
Andrew R's update11 Sept 2023, 15:53
Reviewer Update
Thank you. At 14:57 on 11 Sept I finally received an email from Gap Cover. Although the email says they are investigsting. I have requested a cancellation and refund (of an amount already confirmed to be in ctedit), so I don't know what investigation could be needed.
Sanlam
Sanlam's reply11 Sept 2023, 16:01
Official
Good afternoon Andrew.

We have again relayed your message to Sanlam Gapcover.

We are waiting on feedback from them.

Regards
Sanlam Client Care
Sanlam
Sanlam's reply12 Sept 2023, 13:11
Official
Good afternoon Andrew

We have received confirmation that final feedback was provided to you via email.

Regards
Sanlam Client Care