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KM
Khethiwe M

1 reviews | Active since Dec 2017

16 Apr 2026, 12:02

I See No Value From the Assigned Financial Advisor of my Sanlam Life Policy.

I am extremely disappointed with the service I have received from my financial advisor.

From the beginning, the focus seemed to be only on getting the policy signed and activated. However, after that, there has been little to no meaningful Financial advice support, guidance, or follow-ups. This defeats the purpose of having a financial advisor, as I have not experienced any real value in this relationship.

A few specific concerns:

I previously requested assistance with adding car cover, but no action has been taken. An occupational detail on my policy was incorrectly updated to reflect that I am a “contracted/temporary employee,” which is completely inaccurate. I stated that I am permanently employed. This incorrect information was updated late last year and months after the policy was opened, and the e-signing of this amendment was left pending for an extended period with no follow-up. The last time the advisor reached out to me was in January, and since then there has been no communication until I personally followed up to check if there anything that i need to action or close out with her.

The fact that she just sat and did nothing for months while she knew that the was a pending e-signing document that i need to complete and is still flagged the same on her side, with no care to follow ups or reminder even a couple of months later especially, introduces risk to my policy and coverage because i had an impression that everything was finalized.

At this point, I have completely lost confidence in my financial advisor. I no longer see any value in continuing this relationship and would like this matter escalated urgently so that I can be assigned a new advisor who is proactive and accountable, or i will cancel my life policy. And since taking out my life policy, there has been no actual financial advice provided. I had previously requested advice to cover my vehicle post opening the life cover, and there has been no advice, follow through and no client care demonstrated beyond the initial policy set up. I have lost all interest in my financial advisor and i do not believe my best interests as my financial advisor, are being prioritized.

I urgently need a new assignment of a competent financial advisor, or i will have to cancel my Life policy with Sanlam.

Regards, Khethiwe

0
Replies (12)
Sanlam
Sanlam's reply16 Apr 2026, 12:12
Official
Good day Khethiwe 
 
We are sorry to hear of your poor client service experience. We have referred your complaint to Sanlam Life.
 
Regards
 Sanlam Client Care
Sanlam
Sanlam's reply16 Apr 2026, 13:51
Official
This is to confirm that you have been contacted.

Regards
 Sanlam Client Care
KM
Khethiwe M's update26 May 2026, 11:27
Reviewer Update
I am beyond disappointed with the level of service I have received from Sunlam regarding my life policy and the handling of my complaint.

At this point, I would strongly caution anyone considering Sunlam for life insurance or financial services to think very carefully before doing so. If this is how clients are treated while they are still alive and actively paying for policies, it raises serious concerns about trust, accountability, and client care.
After lodging my complaint, the only person who genuinely seemed willing to assist was the client care consultant handling the HelloPeter matter. She continuously followed up and tried to get responses from the manager responsible for my financial advisor. Unfortunately, the same cannot be said about the manager herself.

The manager contacted me randomly during working hours without arranging a proper meeting time. As a working professional, I requested that we schedule a formal discussion via email at a mutually suitable date and time. That request was ignored. Instead, there was silence, delays, and a complete lack of urgency or professionalism.

It became very clear to me that the manager automatically sided with the financial advisor instead of addressing my concerns fairly and professionally. Almost a month passed before any meaningful engagement took place, and even then, no proper explanation, accountability, or resolution was provided.

To make matters worse, I later received communication asking me to rate the service, despite the matter not actually being resolved. Ending off with “good luck” while the issue remains unresolved is honestly insulting.

A few days ago, I emailed the same manager requesting that another financial advisor be allocated to me, as I currently have no confidence in the original advisor and need clarity regarding the status of my life policy and whether I am due for a review. That email has also been ignored.

This is extremely concerning. I am paying for a life policy, yet I am left uncertain about the status of my cover and without proper advisor support. What exactly is a client supposed to do in a situation like this?
At this stage, I no longer want this matter handled by the current manager. I want this escalated to her superior immediately, because she has demonstrated no urgency, no accountability, and no willingness to resolve this professionally.

Sunlam needs to decide whether client relationships matter after policies are signed, because based on my experience, the service completely disappears once they have your business.
Sanlam
Sanlam's reply26 May 2026, 11:58
Official
Good afternoon, Khethiwe 

We are sorry to learn that you have not been assisted and want to assure you that this is not the level of service we want to provide to our clients.

We have now further escalated the matter for assistance.

Regards
Sanlam Client Care
Sanlam
Sanlam's reply02 Jun 2026, 11:50
Official
 Good day, Khethiwe

This is to confirm that you have been contacted via email. Please respond to the emails for further assistance.

Regards
Sanlam Client Care 
KM
Khethiwe M's update02 Jun 2026, 12:02
Reviewer Update
I have not received any email correspondence from Sanlam relating to this complaint. Please advise of the date and time it was sent, there is no record of the communication you claim was sent on my email address.
KM
Khethiwe M's update02 Jun 2026, 13:17
Reviewer Update
You are just purely lying. Let's deal with facts, please post the email and contact records you claim were sent to me in April here. The second complaint that I logged in May 26 was logged specifically because I did not get any assistance prior to this date. In response, you then claimed that you have now further escalated the matter. This is alarming. So were you not even referring to recent contact attempt on your response to me this morning? What did you actually do betwen the timeline between of 26 May 26 to date? Who contacted me, after this second complaint was logged and who exactly did you further escalated this matter to as you recently claimed? You are pathetic.
KM
Khethiwe M's update02 Jun 2026, 13:25
Reviewer Update
An infact email was sent to your stupid manager on the 20th May 26 and she did not bother to respond or pay any attention to it. Hence I came back to this platform post the email I sent to her indicating that I have not been assisted! Now you're telling me about emails dated back in April, yet she is the one who has not responded to my latest email.
KM
Khethiwe M's update02 Jun 2026, 13:45
Reviewer Update
What was the point of logging a complaint on this platform if your only response is to direct me elsewhere and ask me to start the process again? I have already raised this matter, and it should not be my responsibility to chase different departments for answers. I am not lodging a new complaint. I am following up on an existing complaint that I logged on hello peter for which I am still awaiting a substantive response. . I would want an explanation as to why the manager you referred to has not responded to date. I expect accountability, not a mere referral!
Sanlam
Sanlam's reply02 Jun 2026, 13:57
Official
We understand your frustration and want to assure you this is not a new complaint being lodged. The communication relates to the escalated complaint already under the attention of our Client Relations team, who are tasked with addressing your concerns. 

Regards,
Sanlam Client Care
KM
Khethiwe M's update02 Jun 2026, 14:09
Reviewer Update
You say this is not a new complaint and that the matter is already with your Client Relations team. If that is the case, then you know which department is handling it and should take it up with them directly. I have already logged the complaint and should not be sent from pillar to post trying to get answers.
Previously, you were able to trace the manager involved and advised me that the matter would be further escalated. That escalation does not appear to have happened, and now I am being referred elsewhere instead of receiving an update on the complaint that is already on record. Does this even make sense to you?

  • Why was I told the matter would be escalated if no escalation took place?
  • Why am I now being directed elsewhere instead of receiving feedback from the team already handling the complaint?
Sanlam
Sanlam's reply02 Jun 2026, 14:51
Official
We confirmed that your complaint was escalated and that you were contacted.  Your matter remains with our Client Relations team, who are responsible for providing you with feedback.

Regards,
Sanlam Client Care