Sanlam Gap

I am writing to formally lodge a complaint regarding the recent transition from Kaelo to Sanlam for the hosting of my insurance claim (Gap Cover). The entire process has been poorly communicated, and I have encountered numerous issues in the process, which have caused considerable frustration.

Lack of Communication and Change Management: There was no proper communication regarding the switch in hosting providers. As a result, I have been left confused and uncertain about the status of my claim. This lack of clarity is unprofessional and disappointing, especially as this change has affected my experience as a customer.

Claim Resubmission Issues: Every time I contact the call center, I am told that my claim has not been loaded properly and that I need to resend it. This has happened repeatedly, causing significant delays in processing my claim. This is both time-consuming and inefficient, and it feels as though my case is not being handled with the urgency it deserves.

Ongoing Delays: I have been waiting for proper feedback since February 4, 2025. I have received no updates or clear communication regarding the status of my claim, and this delay is extremely frustrating. As a customer, I expect better service and more prompt attention to my concerns.

I request immediate attention to these matters, with proper feedback on the status of my claim, and I would appreciate an explanation of the steps you are taking to address these communication and process issues.