Policy Complaint

A Sanlam Policy Advisor came to us at work in February 2020 and told us about Sanlam's new products that were cheap and affordable, the products were: 1. If one has funeral policies in deferent policy companies Sanlam does collect all those policies and combine them into one policy under Sanlam and one would pay a lesser premium( like a consolidation). 2. One can take out a Life Cover Policy for their parents and be a Premium Payer, so I asked this lady if I want to take out a Life Cover for my mother what do they need from me, the lady gave me a form to complete and my mother to sign on it, all was done and I took the form back to this lady( the Advisor) to submit and capture it. So I took both the 'Condolidation Policy' and the 'Life Cover' for my Mom, the first premium deducted, Contacted the lady Advisor and I told her the first premium had deducted and I asked her if was it for both the Consolidation Policy and the Life Cover, she said 'yes' it was for both, the second premium also deducted, the third, the forth and so on, but few months later my mother passed away and the six months waiting period was over and as for the Life Cover there was no waiting period, so I contacted the Advisor and told her about the said news and I said I needed to put a claim, she said she would get back to me, she didn't get back to me I tried contacting her as she was ignoring my calls but eventually she answered and she told me I can put a claim for a Funeral policy but not for the Life Cover, I asked why she told me she did not capture it because of the Covid 19, I asked her how come she captured the Funeral policy if it was for the Covid 19 and not the Life Cover as I took them out together in one time, and when the premiums deducted I kept on calling her informing her that they are deducting and when I asked her if was the premium for both policies she said 'yes' and now when I needed to claim she told me she didn't capture it, why didn't she tell me in time, she couldn't answer me. I took the matter to her Manager in Sanlam Office in Newton Park, Port Elizabeth who played hide and seek, I even wrote a letter to Sanlam Head Office and I also sent Emails but I was told that it is not their fault. So the R500 000 Life Cover was never paid to me when my mother passed away in October 2020 as I took it out for her, so I would like "HelloPeter" to help me with this as I feel I was treated unfairly by Sanlam Co. and it's Workers, I hope my complaint will receive your favourable consideration.