No info, rude customer service and dont care attitude by attitude

Hi, I am Sabelo Zwane I have recently lost my mother late July, so later this month in September its when I have time with other things.

Beginning of September I sent a claim my mother took for us, then I was informed by Lucky it will take 14 days to process a claim .I had to go retrieve my mother's file at the Hospital for R424. After 18 days I called SanlamSky because they did not communicate via sms /email /call to let me know if there's anything outstanding or how far am I with the process.I called again and I spoke to Babalwa who escalated my call to clamis as she stated its not processed. Then coloured lady from claims got on the call to state that a medical certificate has to filled in by the doctor that was last week. Then she emailed the form. Now I have to go back agian to the hospital to pay another R424 to retrieve my mother's file so that the doctor can write a detailed medical certificate now I have paid R848 because SanlamSky was negligent in giving me every form required. I have completed the form with the doctor then I called SanlamSky again this morning to find out where can I send this medical certificate as I wasn't informed where to send it and then a lady by the name Abita she was helpful and she gave me an email. This afternoon I call again to find out the document was received and they said yes. Then I requested to speak to claims department then she stated that claims doesn't have a direct line then I requested a call back then she gave it a cold shoulder.POOR SERVICE AT ITS BEST. I want to inform SanlamSky that I want my refund of R424 for that medical certificate they informed me about after 18 days and the person who first received my documents and found out that something was outstanding should have communicated with the claims department.

The inconvenience of waiting 18 days for nothing then paying again R424 because of SanlamSky negligence is really despicable. I ask the lady I was speaking to this afternoon about the process now as I have waited 18 days for nothing, she said she doesn't know. WOW REALLY WHAT ARE THESE GUYS PAID FOR??!!!

So SanlamSky doesn't train their customers service agents on giving correct information let alone the claims department who knew something was outstanding by never came back to me. Poor service, no communication via sms/email /call/ just pure silence.

And if I didn't call SanlamSky after 18 days this means I would have waited even longer. HAI SUKA MAN!!FUTSEK!!!

I need someone to call me back and inform me on my refund and how long is the process now after waiting 18 days to 24 days with no communication what so ever.

I've just made a phone write now spoke to Mbali she was rude and she doesn't have telephone etiquette she must go back to training and she claims the process takes 6 months now other state it 14 days and Babalwa said a medical certificate is not required when the person passed is natural death, that Sanlam call center is bull****. DONT TREAT GRIEVING CLIENTS LIKE PUPPETS . I SHOULD BE GRIEVING BUT HERE I AM BUSY ESCALATING BAD SERVICE FROM A COMPANY THAT HAS DONE THESE PROCESSES A MILLION TIMES. My number is 068 ***/*** My email is ***