None adhere to claims turn around times and poor customer service with no feedback

I have been with Sanlam gap over for over 2 years and my first time submitting a claim I have been sent from pillar to post . It’s as if they are avoiding paying my claim. The worst is, it’s difficult to get through their customer care line that has long waiting time and once you get through, consultants promise to call back & provide feedback but they never do. It’s almost 2 months of submitting all the required paperwork for claim 1/2 and till today I am being told stories when I call. This is the worst customer experience I have received. They don’t adhere to their turn around times, don’t provide feedback and have long waiting times.

1. 20 May 2025 I submitted my claim documents and received acknowledgment email that claims are processed between 7- 10 day. 2. 10 days passed and when I called on 5 June 25 they had not even reviewed my claim/ documents I sent on 20 May 2025. 3. After reviewing the documents that day I was advised that claim 2/2 had missing documents which I submitted and only received an acknowledgment email on 18 Jun 2025. 4. 18 June I called again for feedback and I was told claim 1/2 is still being processed after I had submitted all the documents on 20 May 2025. Which has passed their Service turn around time. I requested for the claim to be escalated and for prompt feedback the consultant never called back and I still don’t have feedback. 5. 23 June once again after a long waiting time to speak to a consultant, I was told claim 1/2 is still being reviewed by the clinical team, a month after documents were sent. Claim 2/2 they couldn’t see what’s happening and on the 24 June 2025 I get an email saying claim 2/2 is missing documents which I submitted on 5 June 2025. On 23 Jun I requested to speak to manager and I was told they are all in a meeting and would call back to address my issues, even the consultant I spoke to Lemogileng promised to call back to provide feedback but none of that happened. It would be great if Sanlam Gap cover took accountability and addressed these issues promptly and pay my claim.

Regards, Molebogeng Masakona