It all sound good sweet when advisers are selling to us but Claims at Sanlam for GroupRiskScheme is mess whether

A CALL FOR TRANSPARENCY, FAIRNESS AND ACCOUNTABILITY FROM SANLAM

Has any Black African client insured under the Sanlam Group Income Care Scheme ever been approved for an income protection claim after being diagnosed with severe depression? Have any of your family members or colleagues experienced similar challenges with Sanlam's risk and income protection policies?

I am asking these questions because a close family friend of mine is a Sanlam financial adviser and, ironically, also a paying Sanlam client who has maintained policies with the company she works for.

Depression is an illness, just like any other medical condition. A person experiencing depression today may recover and, unfortunately, experience another episode years later. A new episode should be assessed on its own medical merits, with proper consideration of the policy terms, medical evidence and relevant history.

My friend experienced a different episode in 2024, and her claim was declined in March of that year because the doctor had booked her off work for less than six months. This raises serious questions about the purpose of income protection and the sickness benefits we are encouraged to take out through financial advisers, with different waiting periods and benefit structures.

Now, in 2026, she is facing another devastating battle. Her latest claim has reportedly been declined on the grounds of a pre-existing-condition exclusion. She disputes the basis for linking her current episode to the 2024 incident and deserves a clear, evidence-based explanation of how that decision was reached.

The consequences have been heartbreaking. She has been receiving psychiatric care at Akeso Alberton, while the financial impact of the claim rejection has made it difficult for her to afford medication, transport and continued treatment. She has also faced severe housing and financial hardship.

No one should have to experience such suffering while simultaneously fighting to understand why the insurance premiums they paid have not resulted in the protection they expected.

Where is Treating Customers Fairly (TCF) when a vulnerable policyholder needs it most?

I am also deeply concerned by reports shared with me during discussions with occupational therapists in Johannesburg South. Some have allegedly expressed concerns about the experiences of Black African patients with insurance claims and have suggested considering alternative insurers.

I cannot independently establish whether these experiences indicate racial **************, and I will not present allegations as proven facts. However, these concerns deserve an independent, transparent investigation. Is race playing any role in these outcomes, or are there other underwriting, policy interpretation or claims-assessment issues that need to be addressed?

I am further troubled by the reported response of a manager when asked whether the claim should be approved: "Read above." If this account is accurate, it raises questions about the quality of the explanation, the consideration given to the medical evidence and the accountability behind such a life-changing decision.

I am calling on Sanlam to provide a transparent explanation of the applicable pre-existing-condition exclusion, the relevant look-back period, the medical evidence relied upon, and the reasons for treating the 2024 episode as relevant to the current claim.

Sanlam, your advisers are also your clients. They trust your products, pay their premiums and encourage others to protect their financial futures. They deserve the same fairness, dignity and accountability as every other policyholder.

This is not simply about approving or declining a claim. It is about whether people can trust the protection they have paid for when life becomes unbearable.

I am asking for answers, transparency and a fair review of my friend's case. No policyholder should be left feeling abandoned, unheard or financially devastated without a clear and properly substantiated explanation.

Sanlam, will you account for this decision and ensure that every client is treated fairly, regardless of race or position within the company?