Living with confidence is smashed by incompetence

A senior citizen asked me to help her make a partial claim on a Sanlam policy in the last days of November 2022. I phoned the consultant and emailed the needed documents. Did not get a return email to say all is well, and the money would be deposited. However, three phone calls later, to consultants about when the money would be deposited, yielded assuring answers, that did not fructify until two weeks later, when today I called and I asked the consultant to give me an approximate date as to when money will be deposited. She tells me that the multiple inquiries (via the phone calls by me) by previous consultants was sent to the manager and that she does not know when said amount will be deposited. Then I suggested that maybe if I asked the OMBUDSMAN to intervene, they can help! The consultant then had me on hold for over five minutes, saying she went to check for the manager (in person) to inquire. Before the consultant could relay the status of the senior citizen's claim, an SMS came through indicating that the money would be in their bank account within 24 hours. Then the consultant confirmed the SMS. I hope this helps Sanlam raise their standards, and most importantly, treat senior citizens like V.I.P.'s.