Funeral Claims process - Disaster

<p>I submitted a funeral claim on the 13th Dec 2016, today is the 29th Dec nand I have still no feedback regarding the conclusion of my claim or even payout. I thought it takes 48hrs for a Funeral benefit to be concluded. Firstly I went to Sanlam Head Office Bellville, at the Client Care Walk-in. As I approached the lady sitting at the front desk had a really bad "cold-shouldered" attitude even before taking my request. She then reluctantly asked if she could help with anything, I gave her the relevant docs as per Sanlam Claims process, and mentioned that I would like to claim. Within in less than a minute she responded an was very ****y in saying that my claim was invalid, due to the ste cover start date on the policy info being 1st Jan 2017. I then ran the claim by my advisor. He then went through my conract again and mentioned that due to the "Free Cover" portion in my contract that I very well had a valid clam. I then submitted all the relevant docs. Again within a few minutes I was contacted by an agent whom also mentioned that my claim was invalid due to the cover start date on the contract. She also mentioned I can speak to my advisor for more clarity as it seemed she wanted to get me off the phone quickly. Luckily for me this time I was with my advisor and he had to then literally read the Free Cover portion of the contract to the agent. The agent then seeming confused, almost as if she never knew what this meant, she then mentioned she will speak to her Team leader. The docs was then accepted and the claim was then handled. Bear in mind that no apologies was provided from them for almost misleading me in to believing I had No claim. Days went by I then spoke to a consultant whose name is Karen ****s. She then called back to say that the process can take up to 3-4 weeks, I mentioned how thos could be because a funeral benefit normally pays out in 48 hrs. Karen then very surprised said l thouth it was a death claim (life cover). Shs then had to go thru the policy info again to make sure that it is a Funeral benefit. Incompetence if you ask me. Cindy Solomons is the Claims Specialist handeling this claim,yet whenever I ask to speak to her directly she is never available. I AM EXTREMELY DISAPPOINTED WITH SANLAM, AS THEY ARE ALWAYS QUICK TO RECIEVE PREMIUMS AND FOLLOWING UP ON OUTSTANDING PAYMENT S, BUT WHEN It COMES TO HONOURING THEIR PART OF THE AGRREEMENT THEN THERE IS ALWAYS DELAYS, HICKUPS, SYSTEM ERRORS, FURTHER INFO NEEDED ETC. I am now quite Fedup with all this run around , andpassing of the buck. I want my claim to be Concluded and proceeds paid out by close of bussiness tomorrow, 30th Dec 2016. Sanlam please equip your workers properly and better your claims process PLEASE.</p>