EXTREMELY POOR SERVICE FROM SANLAM GAP COVER!!!

I have been a client of Sanlam Gap Cover now for 7 years and their service has become EXTREMELY POOR!!!

1ST PROBLEM - OUR FAMILY MEMBERSHIP SINCE AUGUST 2018 Our family membership all of a sudden did not have my husband or son on the membership certificate. After numerous phone calls and emails my husband was placed on the membership dated December 2024 and my son placed on at January 2025, which is incorrect and should be August 2018.

I again had to escalate the matter to Amy Watkins (very helpful) and Thandeka (also very helpful) in assisting yet they couldn't get my Sanlam Gap Cover Certificate corrected as apparently this is a back end IT system problem. In the interim Thandeka issued me with a letter of proof of our membership since August 2018. STILL WAITING FOR MY CORRECT MEMBERSHIP CERTIFICATE, REFLECTING CORRECTLY WITHOUT ANY WAITING PERIODS!!

2ND PROBLEM: CLAIM NOT PAYING OUT AS PER THE POLICY ON TURN AROUND TIME: I lodged my Sanlam Gap Cover Claim with ALL THE CORRECT DOCUMENTS on 25 January 2025. I followed up 2 weeks later on email and telephone about payment. Was told the following week, yet nothing was paid.

Numerous more phone calls and emails of which the last call, the call centre agent checked internally and advised that payment will be made on 18 February '25 and takes 3 to 5 working days to reflect in my account. Well it is now 2 weeks later and no money reflecting. I requested proof of payment, but nothing received to date.

I called again this morning and emailed yesterday to Amy and Thandeka, but both are off ill and spoke to Byran Vare who then after holding on the line for quite some time came back to say the payment was processed on 26 February '25. Again promises, promises yet nothing reflecting in my bank account and all I get told is the payment will happen week after week after week.

I asked who the very snr person is in charge at SANLAM GAP COVER and was told Sandy Varty. I asked Byran to escalate my very long overdue claim payment to Sandy and I will follow up with another email.

THERE ARE MUCH CHEAPER GAP COVER PRODUCTS OUT THERE WITH MUCH BETTER SERVICE. I WANT TO ENCOURAGE CONSUMERS TO DO THEIR HOMEWORK BEFORE BECOMING A MEMBER AT SANLAM GAP COVER. THE SERVICE HAS BECOME EXTREMELY POOR WITH ERRORS AND VERY LONG WAITING PERIODS, DESPITE THEIR POLICY THAT STATES IT TAKES 7 TO 10 WORKING DAYS TO PROCESS A CLAIM.

VERY VERY DISAPPOINTED, AND IN THE PROCESS OF MOVING MY GAP COVER ELSEWHERE IF I CAN ACTUALLY GET A CORRECT MEMBER CERTIFICATE OUT OF SANLAM GAP COVER to show proof of my 7 year membership.