Poor service

I am writing to express my frustration with the deteriorating overall service experience at Sanlam.

To be clear, this complaint is not about the service provided by Janine So. She handled my query professionally and did what she could within the system. In fact, I believe she and many of her colleagues are doing their best under increasingly difficult circumstances. My issue is with the broader customer service structure that Sanlam has implemented.

It appears customer service has been shifted heavily toward WhatsApp and digital communication channels. Whether this was introduced as a convenience initiative or a cost-saving measure, the outcome from a customer perspective has been frustrating.

The current system has resulted in:

* Increased waiting times * Delayed responses * A fragmented communication process * Customers being forced to remain glued to their phones waiting for replies

The biggest issue is that responses often come at unpredictable times, which means if you miss a message because you are working or occupied with other responsibilities, your issue remains unresolved and the process drags on even longer.

As a customer, I should not have to structure my day around waiting for a financial services provider to respond to messages. For a company that manages important financial matters, accessibility and efficiency should be a priority.

While the frontline staff are trying their best, Sanlam is failing them by implementing systems that are creating a poor customer experience.

I hope this feedback is taken seriously because the current service model is becoming increasingly frustrating and unsustainable.