Extremely disappointing experience with Sanlam Gap Cover

I submitted a Gap Cover claim to Sanlam on 8 July after paying a doctor R5,000 cash. My medical aid paid R1,400, leaving me with a shortfall of R3,600.

I only received feedback from Sanlam on 20 August, despite being advised that claims would be dealt with within 10 working days.

What is particularly frustrating is that my claim was rejected on the basis that “medical aid rejected the claim.” This makes no sense to me because my medical-aid statement clearly shows that R1,400 was paid towards the claim.

I then called Sanlam to try and get clarity. Unfortunately, the call-centre agent was not helpful and could not properly explain the reason for the rejection. He advised that he had submitted the matter for review and that it should be resolved within 48 hours.

More than 48 hours later, I called again, only to be told that the matter is still in progress.

At this point, I am extremely frustrated with the lack of communication, the delays and the inconsistent explanations. I have been waiting since 8 July for a proper resolution, and every time I contact Sanlam I am given another timeframe that is not met.

I am not asking for special treatment. I simply want Sanlam to properly review the claim, explain why it was rejected when my medical aid clearly paid R1,400, and provide a clear and reasonable resolution.

Sanlam, please take ownership of this matter and provide an actual answer instead of another delay.