FUNERAL POLICY MESSED UP WITH OLD POLCY OF CLAIMANT AND STATING THE POLICY FOR MAIN MEMBER IS NOT ACTIVE, YET A LETTER CONFIRMING THAT IT IS ACTIVE IS WAS ATTACHED

I submitted a claim to SanlamSky. For some reason they processed my details (the claimant) and and not the details of the policy holder (Deceased) that the claim is for. They then found an old policy that was closed years ago in my name (Claimant) and used this as a ref number to communicate to me (which had nothing to do with the Funeral Claim for my mother that I submitted).

The claim submitted on the 7th of August is for my late mother, Mrs Helen Irene Siebert who passed away on the 31st July 2024, policy no: ***. All the documentation were in the name of my late mother Mrs H I Siebert, I do not understand how they can make a mistake like this and used my old policy detail. This is very frustrating under the circumstances!

I called 5 times and were cut off 5 times, totally unacceptable!

Now I received a sms stating the Deceased does not have an active *** went out of force since the death of Main Life as the spouse did not continue with the policy and no longer active. I ATTACHED A LETTER FROM SANLAM TO THE CLAIM THAT CLEARLY STATES THE DECEASED WAS COVERED FROM 1 TO 31 JULY DURING THE NOTICE PERIOD. My mom passed away on the 31st July which forms part of the notice period. Policy was only not effective from 1 August 2024.

Again I received a sms stating they received the claim with the INCORRECT POLICY, my old policy. Is the staff that attend to these claims NOT reading the documentation attached?!

Please this is now getting ridiculous. Can Sanlam not see what we as a family are going through during this time, we do not need this kind of service during this time.

Sanlam needs to resolve this matter asap.

Kind Regards