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Sisanda H

1 reviews | Active since Apr 2010

16 Sept 2019, 11:25

Pathetic service

I lost my father whom I insured under the Sanlam iCover family funeral plan on Sunday the 8th. Since then I have been trying to make a claim on my iCover policy to no avail. I have been given wrong information since day one. I have been unable to make the claim. All I get when I call the call center is that they have not received my claim even after I went to the Vincent office in East London.

The main reason I took a funeral plan for my parents was that in the event of me losing them I should have 1 less thing to worry about, how I would bury them. Instead with Sanlam it has become a monumental burden and additional costs for calling the call center going to branch and the numerous emails I sent. I am utterly disgusted and disappointed by the service I received. I should be grieving the death of my father but instead I have to deal with such a pathetic service. You don't even deserve that 1 star. I regret the day I joined this policy

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Replies (2)
Sanlam
Sanlam's reply16 Sept 2019, 12:02
Official
Good day We are mindful that the client experience was not perhaps what you expected.  We are committed to change it.  It is for this purpose that your case was now escalated to the relevant department for urgent attention.  Note that a consultant will make direct contact with you and make sure you get the direct contact detail of the consultant.  We would encourage you that all future dealings relating to this matter should be handled directly with this consultant for a more expeditious handling of your case. 
Kind regards

Client Relations
SH
Sisanda H's update18 Sept 2019, 12:36
Reviewer Update
I don't know how many 2 working days I have anymore. Today I should have paid the funeral directors and for the Tombstone. I have made 10th, 11th, 12th and again on the 16, but today you are telling me about 2 more working days.
I really regret taking this policy from the onset. Something that should be so effortless as making a claim has turned into a nightmare for me and my family during the most difficult time of our lives. You are just adding more unnecessary stress on top of the one we already have. I'm completely disappointed in your company.