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Kavish S

1 reviews | Active since Apr 2019

03 Apr 2019, 07:24

Sanlam gap cover and xelus administration is pathetic

Hello Sanlam gap cover and Xelus

I have tried numerous times to get feedback on my claim and I have been largely ignored.

I have spoken to almost every person in your call center, I can list names, including your call center manager (Cybil) who has promised to call me back but never did.

I have received some correspondence only after holding on the call and pleading with the agent to provide feedback. I have no idea about the status of my claim or if it will be authorized. Only when I have called then I have been told of missing documents, it took 5 calls to establish this and this was never communicated to me through an email or phone call.

Please bear in mind that my claim originated almost 3 weeks ago as part of XC311828. It was then morphed into a new claim XC311961 which is part of the subject line.

I am at the end of my rope and I have no idea what else to do. I can provide call records, attach emails to prove my claims.

Please, please, please help!

0
Replies (7)
Sanlam
Sanlam's reply03 Apr 2019, 08:46
Official
Dear Kavish 

We acknowledge receipt of your complaint and will refer this to the relevant department for investigation. Please accept our sincere apology for the inconvenience caused.

Regards,
Client Relations


Sanlam
Sanlam's reply03 Apr 2019, 12:07
Official
Dear Kavish 

Thank you for your time and effort taken to voice your dissatisfaction with our office .It is with cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organization.  Our consultant has made contact with you  to discuss the progress of your complaint. 
Please feel free to contact the consultant directly should you have any further enquiries.

Thank you and Regards, 
Client Relations

KS
Kavish S's update05 Apr 2019, 10:02
Reviewer Update
Dear Sanlam Gap Cover I have received help from your executive consultant. I was given an apology letter and finally a remittance letter. However, it states in the email that the amount that I went out of my to be discounted by contacting the Doctor personally (from 24000 to 2500) will take another 48 working hours to get to my account. This equates to another week of waiting on a typical 8 hour day. Are you counting each cent in that duration? It is unbelievable that in this modern age we live in, such a simple transfer of such a small amount would take so long. I think there is no consideration for the impact on your customers and your processes are hugely inefficient. Hopefully, my pain is a good reminder of how NOT to run a claims process and there are significant improvements.
Sanlam
Sanlam's reply05 Apr 2019, 10:51
Official
Dear Kavish 

This is unfortunate to hear. We take note of your comment and will escalate it to our gap cover department.

Regards,
Client Relations
KS
Kavish S's update05 Apr 2019, 19:38
Reviewer Update
Dear Sanlam I am still waiting for feedback. I have emailed your consultant and yet there has been no response. Now will have to wait till Monday and another week gone with very little help.
KS
Kavish S's update06 Apr 2019, 08:03
Reviewer Update
Finally!!!! 5 weeks and I have the amount owed to me. Worst experience ever. Hopefully no one else will ever experience this situation with you again and sanlam gap cover improves dramatically.
Sanlam
Sanlam's reply08 Apr 2019, 07:52
Official
Dear Kavish 

This is unfortunate to hear.  We take note of your comment.

Regards,
Client Relations