POOREST SERVICE

I am paying Sanlam premiums of R800+ for 6 members since 1 April 2013. The eldest person in my policy is recorded as aunt though they not my aunt. She is actually my aunts mother-in-law. I have my aunts husband in the same policy. I have paid for them faithfully from 1 April 2013.

In August I reviewed my policies and concluded that I need to make adjustments with Sanlam Sky. I did that and I recalled all other 5 members and remained with 1 person, my aunts mother-in-law, because she is the eldest and she's the one whom I have paid much more money for.

On the 25th of August I called the call center and I was answered by Kgomostso Saohatse who went over the changes with me. At this time my other 5 members were still covered, they would only cease cover from the 1st of September. Going over the changes, the policy stated that the remaining member is my aunt. I explained to her that they are not actually my aunt, my biological aunt is married to the son of this woman and should anything happen to them I will be financially responsible hence I took the burial policy for them. She said the insurance will not cover me in the case of death because the actual relationship falls out of the wider family product information. I asked her what will happen then, she said they will refund me all my premiums instead.

At this information, I said I think it's just that I get refunded immediately, for my aunts mother-law and her son because both of them do not fall in the wider family member category. She verified with her Supervisor who acknowledged and agreed with her. At the end of our call, I begged her to explain to Claims Department because this is not my fault, I couldn't have paid faithfully for all these years only to be disappointed and stuck with the same problem in the case of an unfortunate event. She gave me her word and said she will call me on Monday to give me feedback.

On Monday, 28 August, she didn't call. Around 12h00 I called in and the guy I spoke to plainly said the was no response. After 13h00 I called in again and a rude cloured lady said the was nothing logged in my profile regarding what I relayed to her. At my dismay I explained the story over and what Kgomotso had told me. Being irritated at her unpolite attitude and having to log the story for the first time instead of getting a response, I asked for her Supervisor. The Supervisor came over and as she explained the issue of "aunt" not being aunt, I overheard the Supervisor say I was lying.

When the Supervisor picked the phone I just confronted her asking her why was she accusing me of lying, who in their right mind will pay from 2013 to date just to throw their money. Eventually she apologized.

I called in time after time and Summaya who was confirming everything with Kgomotso, the first consultant who should have logged the call, her Supervisor, Summaya she kept on giving me false hope that she was waiting for Claims to get back to her. Only on the 4th of August when I called in to speak to her she passed a message that she would call me later. She sent someone to call me and write a report of the relationship between me and the "aunt". I did that and submitted it on the same day. I didn't receive an auto reply.

On the 5th I called in to check if the report was delivered and unfortunately, it was not. I asked for Summaya who said it wasn't as well but after I persisted that I sent it, she found it. I asked her why was the report not in my profile and she said because there's people who works on emails and they had not yet opened my email. She went through it and found that I did not state clearly how the "aunt" who is not an aunt recorded as aunt. I asked her how would I have known if I didn't call in. I don't know what was the explanation but I submitted the report same day.

After failing to get assistance from Summaya, I emailed the letter to the Arbitrators Office. Only then did things begin to happen. A lady by the name of Julia Pela called me and assured me that the matter was going to be resolved, whether to my favour or not, but I was going to get an explanation. Afew days later,Jabulile Tshabalala (Complaints Consultant) called me to hear the story as well and we went through all the details.

To cut a long story short, Marcelino McGregor from the Arbitrator's office sent me an email that my matter would be concluded by last week Friday. On that Friday afternoon he hadn't called. I called him and he was mumbling. Only when I said I am escalating he begged to go check for the response. He called a few minutes later and said they would refund me. On that day around 17h00 got an email saying they will refund me for my aunt and payment effected on Thursday. I inquired about my uncle, Julia Pela sent an email that Jabulile was going to call me shortly, she never did until the next day. I called Julia Pela and said I am still waiting for Jabulile Tshabalala to call me, she expressed her thoughts on how the matter was being handled. Jabulile called me and confirmed the recalculation, we agreed but she asked for a certified ID copy because the one I submitted was not certififed. I submitted that yesterday with my bank statement and asked how soon will I get the payment. None of them responded. I sent her and Marcelino a harsh email, she responded with no apology that I will receive a formal letter from the Arbitrators office and payment should take place within 3-5 working days.

Today, 28 September, at 13h45, the formal letter has not arrived. I asked them when should I expect the letter, the is no response, none of them is calling me.

No one should take an insurance with Sanlam, it's like throwing your money and flushing it.