Formal Complaint Regarding Unprofessional Service and Lack of Communication

Dear Sanlam Customer Service Team,

I am writing to formally file a complaint about the extremely poor service and lack of communication I have experienced with your company regarding the life insurance policy I attempted to set up for my mother.

In 2024, I reached out to a financial advisor from Sanlam to arrange life insurance coverage. After the initial quotes and discussions, I was informed that the debit order for the policy was reversed by my bank due to an issue with my unit trust account. I promptly paid the outstanding amount in full into the Sanlam Policy Premium Account and asked the financial advisor if everything was in order. I was assured that the advisor would confirm and ensure that all was settled.

However, shortly after this, I noticed the February 2025 debit order was not processed, and I informed the advisor on 06/02/2025. I was told that she would check and confirm, but I never received any follow-up or communication. I reached out again on 10/02/2025, asking for an update, and was assured that the advisor would check and advise me, but once again, nothing happened.

On 03/03/2025, I raised the issue of the March 2025 debit order not going off, and the advisor rep**** stating that it would be processed the following day. When this did not happen on 04/03/2025, I followed up again and was simply left on read, without any explanation or apology.

On 05/03/2025, the advisor mentioned she would provide an update on 06/03/2025. As of today, I have received no feedback, and my concerns remain unresolved.

This level of neglect and lack of communication is absolutely unacceptable. I paid for life insurance, settled all outstanding amounts, and yet, I am left with no feedback or assistance. The advisor's disregard for my concerns, coupled with the lack of proper service from Sanlam, has led me to question whether I should have chosen a different company that actually values its customers.

I am requesting immediate action to resolve this issue. Please provide me with a formal update on the status of the policy and ensure that all payments and arrangements are in order. I expect a prompt response and the necessary steps to resolve this situation.

Should this matter not be addressed in a timely and satisfactory manner, I will be forced to escalate this complaint further and explore other options, including sharing my experience with relevant regulatory bodies and online review platforms.

I trust this issue will be addressed with the urgency it requires