Poor and unprofessional conduct (Income protector)

On the 5th May 2025 I submitted two claims for my income protector.

My first claim took in excess of 6 weeks to be resolved .

My policy was taken out in 2023.

The second claim that was submitted is yet to paid and completed. This processs has taken in excess of 5months and STILL no finalisation

I was advised mid June 2025 a validation process needed to be completed.

Once a month a different request for additional information is being requested,all requested documentation is provided from my side within 24-48 hours of being requested. Sanlam has NOT adhered to the turn around time of a response working 5-7days

I have done all the running around and followed up on the requested information.

I have literally provided Sanlam with ALL medical aid claims from 2***. All hospitalisation reports All imaging done and blood results and STILL more information is requested???!!!

I only receive a response to information that the service providers furnish sanlam with 2-3weeks after it’s been sent ,ONLY to be met with a request for additional information.

It is 8th of October 2025 and still no resolution or finalisation in sight .

Today I called and was told the consultant that the claims consultant forgot to ask me two additional questions despite there being an email sent out yesterday requesting additional information.

Also this information which was now required was in the medical reports that Sanlam requested more than two months ago and was furnished with almost a month ago.

This conduct is sloppy and unprofessional.

I have been in contact with Leigh-Roy the manager but despite “escalations” no urgency has been placed in trying to resolve this matter.

All I get told is there is a back log….and the claim will be tended to.

A client should never be treated in this manner and the service rendered by Sanlam and its employees has been nothing short of appalling and unprofessional.