OLD FASHIONED SANLAM LOSES THE "CUSTOMER FOCUS" BATTLE MORE & MORE

If I could give SANLAM zero (0) stars, I would have, but I can’t … I am currently trying to update the beneficiary of my annuity/policy with SANLAM, as I am contemplating ending my life. After a car accident in 1991, I have suffered for 31 years with daily debilitating orthopaedic pain, accompanied by severe anxiety, depression and insomnia. Seeing that SANLAM is not accepting a 9-page medico legal report by my doctor of 21 years, ending my life will ensure pay-out of my policy (of a few million) by SANLAM. 1. It has almost been two (2) months with no resolution or confirmation of changes made. All SANLAM has to do it to re-type the information I wrote on THEIR document onto their system. This has not been done since 13 December 2022. I guess the very same “system” will be blamed, as they deem their staff highly qualified… 2. Talking about staff, it took me a while to explain the difference between a physician and psychiatrist to them. There is indeed a difference, I hope they now understand. The transfer of knowledge in a company can determine their success. 3. Again, when a person promises to phone you back, please write down the date, time and name/surname of that person. You will not get a direct telephone number of course. An employee number may be necessary. As at today, I am still waiting for this one lady to phone me back. I spoke to her on 9 January 2023, exactly a month ago. She must be very busy. 4. SANLAM has employed auto-reply emails (something also available when you and I use GMAIL) in their system. So, every time you query their progress, at least you get a “we are aware you need help” email back. The help is just not forthcoming. 5. Like most call centres, they love REFERENCE NUMBERS and ESCALATIONS. First you are “tamed” by a fancy reference number. Issuing you with a number give them a VERY LONG TIME to assist you. It buys them time. When the question you ask is slightly difficult, your concern is ESCALATED. The guy/girl at the top of the escalator must be very, very busy. Again, escalation does not mean resolution. 6. Of course, being short-staffed (as I can only assume), SANLAM will always advise you to contact your broker. The only problem is that your broker must phone/email/fax (if need be) the VERY SAME STAFF at SANLAM. He/she can’t do it any quicker, despite SANLAM believing in this. 7. As per my policy pay-out, SANLAM just want more and more reports. I am so upset with the fact that I was HONEST with them. To ensure your claim gets processed quickly (not sure what that means in SANLAM’s case) give MINIMAL detail. They will use your initial claim form to get you to spend thousands at doctors. Doctors whom, in my case, have not seen me in 11 years. The report of the doctor that saw you last week, well that’s not sufficient. Despite it being a medico legal report of nine (9) pages – single spacing, narrow margins. 8. If YOU do not contact SANLAM, nothing will happen. I am no longer worrying about who gets my insurance money. I have copied family members, who can fight with SANLAM on my behalf once it is all over. As long as my family knows I have tried, I have done my bit trying to convince SANLAM. They are just too powerful to care! Raving about being the oldest insurance company in South Africa is not a “flex” (as my children puts it). Meeting (even exceeding) the customer’s needs is the thing that’s important. And, maybe that’s why SANLAM should stick to buying buildings and properties – they never express a human need of any kind. They also do not talk back or challenge your decisions. Easy investments. I am submitting this not because I expect a resolution by SANLAM. I am doing this to warn my fellow South Africans… Think before you invest! It is important not when BUYING insurance, but when CLAIMING on your insurance...