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Marietjie F

1 reviews | Active since Jun 2024

22 Jan 2025, 08:55

Empty promises and POOR service from SANLAM.

There is a policy on my mother's life, with Sanlam. I am the executor of the estate. She passed away on 7 August 2024 and to date the policy has still not been paid out. I have called Sanlam numerous times. They have no explanation as to why there is a delay. When I ask to speak to somebody who can give me an explanation as to why no progress is being made they are never able to put me through to that person or I am cut off. There is always a promise that they will have him/her call me back, which NEVER happens. I am fed up waiting and getting no progress with this situation!!

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Replies (7)
Sanlam
Sanlam's reply22 Jan 2025, 08:59
Official
Good day Marietjie  We are sorry to hear of your poor client service experience. Please respond to our private message.  Regards
 Sanlam Client Care 
MF
Marietjie F's update28 Jan 2025, 07:55
Reviewer Update
I had a call from a very kind lady from Sanlam yesterday. Although she explained to me what was going on, she could still not give me any detail as to exactly why, after almost 6 months, we are still waiting for this policy to pay out. More promises of getting back to me. The department, which is looking into the policy at the moment, has been at it from 5 December and were supposed to give her feedback on 24 Jan and she is also still waiting. So, the waiting continues!
I will still not advise anybody to do business with Sanlam. This is unacceptable. In 10 days time, it will be 6 months!!!
Sanlam
Sanlam's reply28 Jan 2025, 08:08
Official
Good day Marietjie

We are sorry to learn that this matter has not yet been resolved and have requested the responsible team to look it.

Regards
Sanlam Client Care
Sanlam
Sanlam's reply28 Jan 2025, 08:34
Official
Hello Marietjie

We were informed that the matter is being attended to and that you will be provided with feedback once it is received.

Regards
Sanlam Client Care
MF
Marietjie F's update04 Feb 2025, 18:03
Reviewer Update
So Sanlam called with feedback (2 days later) on 30 January, explaining why there was a delay. Some reasons were totally ridiculous, but the person calling said she would follow up with an email within 15 minutes, giving the reasons in writing.
Up until now (3 working days later), no email has been sent.
This is totally unacceptable!! Some people working at Sanlam have absolutely no work ethics. Dont make promises if you can't keep them.
I STAND IN AWE AT THE POOR SERVICE !!!!
Sanlam
Sanlam's reply04 Feb 2025, 18:29
Official
Good day Marietjie

We are following up with the relevant team again.

Regards
Sanlam Client Care
Sanlam
Sanlam's reply05 Feb 2025, 07:41
Official
Good day Marietjie

This is to confirm that the consultant is in communication with your via email.

Regards
Sanlam Client Care