FORMAL COMPLAINT: UNAUTHORIZED DUPLICATION OF POLICY, EXCESSIVE PREMIUMS AND QUESTIONABLE USE OF OTP CONSENT

I am writing to formally lodge a complaint regarding the handling of my Sanlam policies, the apparent unauthorized duplication of my policy, and the resulting excessive premiums that I have been charged.

In March 2025, I contacted my Sanlam financial advisor, Nandipha Kokolo, with the intention of consolidating my policies from Sanlam Sky to Sanlam. My primary reason for doing this was that I was paying excessively high premiums, and I specifically wanted to reduce my monthly premiums. Nandipha assisted me with this process, and I understood that my policies had been consolidated under Sanlam and that my premiums had been reduced.

However, after some time, I noticed that the premiums being deducted from me were actually higher than what I had previously been paying. I therefore requested a complete printout of my policy documentation so that I could review the details and understand exactly what policies and premiums were registered in my name.

It was then that I discovered that, while Nandipha Kokolo was out of Cape Town, I required assistance with a death claim and the addition of a new dependent to my policy. I was assisted by another Sanlam financial advisor, Nwabisa Tshetsha.

I subsequently discovered that during this process, my policy appears to have been duplicated without my knowledge, instruction, or informed consent. This resulted in me having an additional policy and consequently being charged substantially higher premiums.

What concerns me even more is what happened when I attempted to have this matter resolved.

When I raised the issue, I was informed that Nwabisa Tshetsha told my financial advisor that she had sent me an OTP and that therefore I would not win the case.

I find this response extremely concerning and dismissive.

I would like Sanlam to explain exactly what the OTP was for, what transaction it authorized, what information was presented to me at the time, and what specific consent Sanlam believes I gave by entering or receiving that OTP.

If I was dealing with a Sanlam financial advisor because I needed assistance with a death claim and the addition of a new dependent, and that advisor told me that she was sending me an OTP to access or assist with my policy, how was I supposed to know that the OTP was allegedly being used for something completely different — namely, the duplication of my policy and the creation of an additional financial obligation?

An OTP should not be treated as blanket consent for any transaction that an advisor may subsequently claim it authorized. If Sanlam maintains that the OTP constituted my authorization for the duplicated policy, then I require Sanlam to provide me with the full audit trail and evidence showing exactly what I was presented with before the OTP was entered, what transaction the OTP specifically related to, and how I was informed that I was authorizing a new or duplicated policy.

I also want Sanlam to consider the obvious contradiction in the circumstances.

Why would I go through the process of consolidating my policies under one umbrella in March 2025 specifically because I wanted to reduce my premiums, only to deliberately request the duplication of my policy approximately two months later, thereby causing my premiums to increase to an even higher amount?

That makes absolutely no logical sense.

I consolidated my policies because I wanted to save money and reduce my premiums. I had no reason whatsoever to subsequently request another policy that would increase my financial obligations.

I also have serious concerns about the level of trust that customers are expected to place in Sanlam financial advisors. If a customer approaches a financial advisor for assistance and is told that an OTP will be sent to them as part of that assistance, the customer should reasonably be able to trust that the advisor is using that OTP for the legitimate purpose explained to them.

Are Sanlam customers not supposed to trust Sanlam financial advisors?

Are customers expected to understand that an OTP being requested by a Sanlam financial advisor could potentially be used to authorize a transaction that the customer did not request, understand, or intend to authorize?

If Sanlam’s position is that I am responsible simply because an OTP was sent to me, then I strongly disagree. Receiving or entering an OTP does not, by itself, demonstrate that I knowingly and willingly consented to the duplication of my policy. The circumstances surrounding what I was told, what I understood I was authorizing, and what transaction the OTP actually approved must be properly investigated.

I have already made several attempts to resolve this matter with Sanlam, but I have been going back and forth without receiving a satisfactory resolution or meaningful assistance. Instead, I now appear to be facing an argument that I cannot dispute the transaction simply because an OTP was sent to me.

I find this unacceptable.

I therefore request that Sanlam provide me with the following:

1. A full written explanation as to why my policy was duplicated and who initiated and authorized the duplication. 2. Copies of all documentation, applications, recordings, electronic records, signatures, consent forms and other evidence that Sanlam relies upon to claim that I requested or authorized the additional policy. 3. The complete OTP audit trail, including the date and time the OTP was generated, the transaction it was linked to, what action it authorized, and the information presented to me at the time. 4. Confirmation of exactly what policy/product the OTP allegedly authorized. 5. A detailed breakdown of all premiums charged and deducted from me as a result of the duplicated policy. 6. An investigation into the conduct and actions of Nwabisa Tshetsha in relation to this matter. 7. An explanation as to why my concerns were apparently dismissed on the basis that an OTP had been sent to me, rather than investigating whether I had provided informed consent for the specific transaction. 8. Immediate cancellation of any policy or product that was opened without my informed authorization or consent, subject to ensuring that my legitimate existing cover is not affected. 9. Reimbur*****t/refund of any premiums improperly deducted from me as a result of the unauthorized duplication. 10. Written confirmation that my legitimate policies and cover will not be negatively affected while this complaint is being investigated. 11. A formal written outcome of the investigation, including the steps Sanlam will take to rectify the matter.

I consider this matter extremely serious. The apparent creation or duplication of a financial policy without my informed consent raises serious concerns regarding unauthorized financial transactions, misrepresentation, conduct by a financial advisor, and potential *****.

I am particularly concerned that instead of investigating the circumstances properly, I was effectively told that I would not succeed in my complaint because an OTP had been sent to me. I do not accept that as a satisfactory explanation.

I am therefore giving Sanlam one final opportunity to investigate this matter properly and provide me with a substantive response.

If I do not receive a satisfactory response and resolution, I will escalate the matter to the relevant regulatory and dispute-resolution authorities. I will provide them with all correspondence, policy documentation, premium records, OTP-related information, and any other evidence relating to this matter.

I also reserve my right to challenge any claim that I knowingly consented to the duplicated policy and to request that Sanlam produce the evidence upon which such a claim is based.

Please acknowledge receipt of this complaint and provide me with a formal complaint/reference number.

I expect Sanlam to treat this complaint with the seriousness it deserves and to provide a clear, transparent and comprehensive response.

Yours faithfully,

[Nomvuyo Manca] [ID:***/ Policy Number:***XO] [Contact Number: ***] [***] [Date]