Sanlam Gap Cover: Disgraceful at claims stage

We took out gap cover with you guys last year with

We have put in a claim on the 7th of June, Lindiwe Mashinini asks for me to provide banking details 25 June 2019, which i do on the same day. No response was received. I receive an email from Verona Sookraj who confirms banking details with me on the 27th of June

Zandile November then asks me to get a questionnaire signed by my surgeon on the 6th of July. Every time i speak to them there is something new. I get that returned within 3 days on the 9th of July 2019. I hear nothing after this!

I contacted your call center and requested to speak to a manager and Dorcas is not available nor is any other manager available to speak to me. Furthermore your consultants refuse to transfer me through to a manager. Isaac Chanza, on the 20th of August insisted on helping me, he tells me he will call me back because the consultant our case was assigned to has left the company so our case is just laying there... what kind of business ethic is this! I wait for him to contact me ... and nothing. He tells me he will call me back on the 23rd of August and i hear nothing. I call again last week Tuesday; Lindiwe answers and refuses to put me through to a manager and eventually says says she will get Isaac to call me back in ten minutes i said don't worry i will wait... she then cuts the call. I call back and get through to Katlego and he refuses to transfer me to someone senior. I tell him i will not put down the phone i will wait.

I cannot be sitting on the phone the whole day because of your *********** staff. Isaac Chanza tells me last week Tuesday the payment was authorized and i must wait till Thursday. Nobody has contacted me and its pathetic.

I want this sorted out as soon as possible, I cannot be sitting every single day with this complaint using my time and energy and my work time for this. This service is pathetic. I took out gap cover with you guys because i was referred to you thinking that the service is excellent and that you will be there in my time of need. Let me tell you by no means are you abiding by the Treating Customers Fairly policy.

Sort out my claim and have the decency of keeping to call backs,