Review of Sanlam Funeral Policy – A Family Traumatised

Our experience with Sanlam has left our family deeply traumatised at a time when we needed support the most. We had a Sanlam funeral policy that clearly listed our entire family, including my grandfather, with approved cover amounts. However, when my grandfather tragically passed away after being hit by a car, our claim was inexplicably rejected.

Sanlam claimed that my grandfather “does not exist” on their system, despite us holding the hardcopy of the approved policy with his name clearly listed and covered. We were shocked and devastated.

When we reached out to the local agent and area manager for help, they were dismissive, ignored the evidence we submitted, and eventually refused to take our calls altogether. We then contacted the call centre in Cape Town where a kind consultant at least showed some sympathy, but told us that all complaints must be submitted via email – meaning we were left grieving and waiting indefinitely, unsure how we would give my grandfather a funeral with dignity.

We submitted the complaint with every required document, but we have not even received confirmation that Sanlam is attending to the issue. No family should have to go through this kind of emotional and financial stress, especially after placing their trust in a major insurer like Sanlam.

If this is how Sanlam treats bereaved families in their most vulnerable moments, then people need to be warned. Policies mean nothing if they are not honoured, and customer service means nothing if it vanishes the moment you need it most.