How Sanlam Insurance Takes Advantage of the Elderly When They Are Vulnerable

I recently found out just how Sanlam Medical Aid Gap Cover takes advantage of the elderly.

After years of paying his premiums on time and years of zero claims from them; my dad was recently taken advantage of by Sanlam insurance. Since having a painful operation to re-attach his Achilles tendon, my dad was advised to have Physio by the surgeon after the surgery and he followed through with that and I am so grateful for a surgery gone well. Although my dad seems to be recovering well, Sanlam seems to determined to ensure the pain continues.

My dad decided to make his first claim from his Sanlam Gap Cover- for this physio treatments- after paying them for MANY years. For the last few months he has been given every run around for months now. Sanlam was happy to take his hard earned money for years but since May he has sent the claims via email with no response even though Sanlam reply with an SLA than ensures a response within 14 days (*which never happens). He then has needed to make multiple phone calls where he is asked for supporting documentation. Each time, this process repeats itself- 3 to 4 times so far over the period of months. Each time he asks “Is this everything you need?” And each time he is assured that it is, only to get radio silence, needing to call again and find out something additional is needed.

It has now been months! ICD codes were sent hospital bills were sent ID copies were sent And now recently the claim history from Discovery was asked for and sent.

Each time they ask bits of info in an effort to prolong and make this such a painful process to ensure they never pay any claims. Is this how Sanlam Insurance and Sanlam gap cover treats the elderly in their most vulnerable moments?

It’s absolutely heartbreaking and pathetic. I’m tired of seeing my parents and other elderly people being taken advantage of by pathetic insurance companies like Sanlam after they collect premiums for years hoping no one ever claims or needs their help; because when you do need Salam’s help- they are sure to let you down.

My parents policy number is ***. Sanlam, its time you actually render the service that is paid for and give the elderly the help they deserve after taking their money for all these years.

My next step will be to the Ombudsman if this is not resolved ASAP- and by that I don't mean asking the elderly to run around looking for even MORE documentation for you. They've sent you everything. they have needed to Email YOU. They have needed to call YOU to follow up. It's time YOU do something to help them now.