Frustrating Delays and Poor Communication

Sanlam GAP Cover I took out a Sanlam GAP cover policy with the expectation that claims would be processed within 5–10 working days, as advertised. However, my experience has been disappointing due to excessive delays and poor communication. - 26 March 2025 – Submitted a claim for a co-payment to the hospital. - 10 April 2025 – Received an email requesting a Member Statement from my medical aid. - 10 April 2025 – Submitted the requested document and received confirmation (WI: ***, ***). - 4 May 2025 – Received an email stating that my claim was "Processing." - 5 May 2025 – Another request was sent for a Pre-existing Questionnaire, despite no mention of this in the initial submission. - 6 May 2025 – Called to confirm receipt; the agent assured me that the claim had been escalated for immediate processing (WI: ***). - 15 May 2025 – Called again to follow up since no payment had been received. The agent again requested the Pre-existing Questionnaire, only to later find it in the system with no action taken on my claim since 5 May 2025. I was informed that the delay was due to a sudden influx of escalations, and my claim was once again escalated for immediate processing. I was promised an email update, which never arrived. At this point, I am still waiting, with no resolution in sight. The repeated back-and-forth, requests for already-submitted documents, and lack of urgency have made this an incredibly frustrating experience. If Sanlam GAP Cover aims to provide reliable financial support for medical expenses, they must significantly improve their claims process and communication. Based on my experience, I would not recommend this service.