*********** consultants refusing to process death claim

<p>We lost a father, husband on 13 November 2015 in a car accident and he had policies with Sanlam.</p> <p>The information below is a sequence of events wrt the awful service we have received from Sanlam as a family.</p> <p>On 23 November 2015 we visited the Sanlam Durban branch to enquire about submitting a claim and were told to return when we had received the post mortem report. We submitted the report in May 2016 and we were given excellent service by Siziwe Ngondo. Siziwe informed us that since there was no will, we would be contacted and informed how payment will be made after the board review was completed. Once they received our response only then would the payment be made.</p> <p>On 21 May 2016, Hester Cahill sent an email stating one of the wives was divorced and Sanlam needed a copy of their divorce decree. The wife is not divorced, this was explained to Hester telephonically the marriage certificate and the IDs were submitted via email.</p> <p>On 21 June 2016 and 5 July 2016, an email was received from Gloria Burke requesting the divorce decree. We again called through to Sanlam to inform them that there was no divorce decree available as they were not divorced.</p> <p>On 5 October 2016 after no communication was received from Sanlam the family went back to Siziwe Ngondo who called the death department and the wife explained once again that there was no divorce as they are still married. The consultant on the line did not want to listen to what we were saying so Siziwe took over the call and explained the fact that all necessary documents were sent by herself on 27 May 2016 at 08:30. A follow up call was later made to Hester and Heraldine answered and could not tell us what the status of the claim was. She did, however state that they were waiting for a copy of the divorce decree and she would ask Gloria for more information. We asked for her manager’s name and we were informed it was Ina Blonekus.</p> <p>I then informed her that I was in training until 12 noon and was assured I would receive a call that day at 15h00. When nobody called, I called back and asked for Ina Blonerus and I was told by Hester that Ina was out of the office as she had to rush home. Hester was unable to tell me what the progress of the claim was from the information she was looking at on the screen. I asked for the team leader and had no success.</p> <p>This claim has been delayed for 8 months due to Sanlam’s *********** consultants at the Death department. All information supp**** to Sanlam is correct and we have requested these consultants’ countless times to proceed with the application with no success.</p>