SANLAM doesn't care

My husband has been in a debilitating state of illness since the beginning of this year. He has been in and out of specialist doctors and hospitals. As a family, we are insured against life and disability. The insurance cover was originally taken from Alexander Forbes and later it was migrated to SANLAM. I must voice our dissatisfaction with the slow processing of my husband's disability claim. It is very unfortunate that we are taken from pillar to post, with the request of documents. Often, we are only informed of outstanding documents after we have called SANLAM. In many instances we are asked for missing information that is contained in one of the documents that have already been submitted. The latest request of missing information was not communicated to us and that information can simply be extracted from other documents that have already been submitted. It is very disappointing that because we are now at the claim stage, there seems to be no sense of urgency on the part of SANLAM yet all premiums were religiously paid without any hiccups. Emails go unanswered yet this is an insurance company that is expected to take good care of one when it matters most. We are at wits-end and if we had a choice we would have chosen another insurance company to look after our needs.