Sanlam Claim Delay & False Claim of Missing Death Certificate

Sanlam Claim Delay & False Claim of Missing Death Certificate

I am extremely frustrated and disappointed with the service received from Sanlam.

A death claim was submitted in person on Monday, 16 February 2026 at 14h43 at the Sanlam Sky office in Constantia Kloof. I personally accompanied the claimant and witnessed the full submission.

The following documents were submitted (14 pages in total):

Claim Checklist Notice of Death Burial Order Abridged Death Certificate ID copy of the deceased (Pamela Madonsela) ID copy of the claimant (Mr Keabetswe Mabuza)

Now we are being told that the death certificate was not submitted — which is completely false and unacceptable. This is the most basic document required, and there is no way it would have been omitted.

To make matters worse:

We were promised feedback within 14 days to one month No feedback was provided No communication, no updates, no accountability

I had to follow up myself out of frustration just to find out what is going on.

This situation has gone beyond poor service:

It shows serious internal failures in document handling It has caused emotional distress during an already difficult time It has created conflict within the family, as some now believe the claimant is not being honest — when the issue clearly lies with Sanlam

We are dealing with the loss of our mother, and instead of support, we are met with delays, misinformation, and excuses.

What is required urgently:

Confirmation that all submitted documents are on file Proper explanation for the incorrect claim about the death certificate Immediate progress on the claim Accountability for the lack of communication

If this matter is not resolved urgently, it will be escalated to the Ombudsman for Long-term Insurance and the Financial Sector Conduct Authority.

This level of service is unacceptable, especially in a matter as sensitive as a death claim.