Poor advisory on nominations of beneficiary (Sanlam agent)

I am extremely disappointed with the service provided by Sanlam and their agent. A policy was sold without the agent advising that a beneficiary needed to be nominated. Upon the policyholder’s passing, I was informed that the payout cannot be made and has instead been directed to the deceased’s estate, delaying access to the funds until the estate is wound up.

This failure lies entirely with Sanlam’s agent, who did not provide proper guidance during the sale of the policy. As a client, I should not be expected to understand technical insurance requirements—it is the agent's responsibility to ensure all critical details, such as nominating a beneficiary, are explained.

This oversight has caused unnecessary stress during an already difficult time. I request immediate action from Sanlam to resolve this matter by ensuring the payout is made to the rightful claimant without further delay. Additionally, I urge Sanlam to review their advisory processes to prevent such incidents in the future.

This level of negligence is unacceptable, and I expect a prompt response and resolution.