Gap Cover Unacceptable Delay and Incompetence in Handling My Claim

I am writing this letter out of complete frustration, anger, and disappointment regarding the appalling handling of my claim submitted on 14 September 2025. It has now been over five weeks, and I am yet to receive my payout – despite Sanlam’s own stated 7-day turnaround time.

To add insult to injury, when I followed up on 13 October, I was told the payout had already been made. This was clearly not true – after further investigation, I discovered that Sanlam had the audacity to pay out to the wrong bank account. This is absolutely pathetic and inexcusable, especially considering that I provided the correct banking details in the claim form. How such a gross error could happen is beyond comprehension, and it shows a staggering level of negligence and disregard for your clients.

After being assured that the banking details would be updated and that the funds would reflect within 48 hours, I am still waiting. The entire week has gone by with me calling repeatedly, only to be told it is “sitting with the finance department.” How can a matter as urgent as this still be “sitting” anywhere after five weeks of delays, false promises, and an initial blunder on your part?

Let me be crystal clear: I am disgusted by the incompetence, the lack of accountability, and the complete absence of urgency shown by your team throughout this process. Your failure to resolve this matter promptly and professionally is unacceptable. People rely on this payout to cover real expenses – and yet, Sanlam treats it with careless indifference.

I demand immediate escalation and resolution of this issue. I expect:

Confirmation of corrected banking details on your system.

Immediate release of the correct payment, no further delays.

A written apology and explanation for the mishandling of my claim.

Compensation for the inconvenience and undue stress caused.

If this is not resolved within 24 hours, I will have no choice but to escalate this complaint to the Ombudsman for Short-Term Insurance, post my experience publicly, and consider alternative service providers.

Enough is enough.