How long??

How long must one wait for a query to be answered??? It seems like Sanlam is constantly shifting the goalpost with regards to finalization of a very simple query.

Following on a question to PPS, I was informed on 25 May 2022 that I need to make contact with Sanlam directly, notwithstanding the fact that PPS informed me on 11 July 2022, that they have forwarded my query to Sanlam.

Needless to say, nobody from Sanlam bothered to contact me and I was obliged to address an email to Sanlam on 10 July 2022, referring to the email from PPS dated 25 May 2022, on when I can be expecting an answer.

On 22 July 2022 I received a response from Sanlam, my queries have not been answered. I receive an email on 22 July 2022 from Sanlam, indicating that the date for finalization of my query will be 29 July 2022. In a further response thereto, I receive a further email from Sanlam indicating that the finalization date for my query will be 3 August 2022. A further email follows from Sanlam, indicating that he finalization date of my query will now be 5 August 2022. I do get a response on the 4th of August 2022 from Sanlam, still not answering my initial query. On 4 August 2022 I respond to them, indicating that they are not answering my query and referring them back to my original query. On 8 August 2022 I receive a further email from Sanlam, now indicating that the turn-around time to answer my initial query dated 10 July 2022 will be answered by the 16th of August 2022.

Please keep in mind, that every 1st of the month your premium/s get collected by Sanlam, without question. However, it is now almost a month later and one does not get a satisfactorily response to your query? Please be advised and hopefully you keep your hard copy documents at hand, with regards to all your policies/plans, you have wit Sanlam.

With respect, they are quick to collect your money from your premiums, but slow to respond to your queries. Maybe this complaint will assist Sanlam in answering my very simple query. This is unacceptable.

Make sure that you are sited correctly on all your plans, i.e. being a smoker or not. Once again, the level of service is unacceptable.

Can somebody from Sanlam please attend to my queries if it's not too much trouble??