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MS
Mark S

1 reviews | Active since Jul 2011

23 Jun 2025, 10:26

Sanlam GAP Cover - endless waiting

I submitted a Gap Cover claim on 16 April. The first acknowledgement I received from them that they were processing the claim was on the 12th of May, nearly a month later! Despite sending a number of emails requesting status feedback, the only thing I receive back more than 2 weeks later was that the claim was still processing.

How can you state on your website that claims are processed within 7-10 working days when you don't even start processing them until a month later?

I'm still waiting for my claim to be paid out. Please can this be escalated?

0
Replies (6)
Sanlam
Sanlam's reply23 Jun 2025, 10:36
Official
Good day Mark  
 We are sorry to hear of your poor client service experience. We have referred your complaint to Sanlam Gapcover.
 
 Regards
 Sanlam Client Care 
MS
Mark S's update24 Jun 2025, 14:21
Reviewer Update
Still no comms from Sanlam Gapcover
Sanlam
Sanlam's reply30 Jun 2025, 10:41
Official
Good day Mark

This is to confirm that you were contacted via email. 
 Regards
 Sanlam Client Care 
MS
Mark S's update07 Jul 2025, 15:13
Reviewer Update
After all this, they denied my claim as they say it should be covered by my medical scheme's PMB, which is incorrect, as this was the shortfall for a scope procedure not covered by a PMB. I'm gathering all the evidence to go to the Ombudsman.
Sanlam
Sanlam's reply08 Jul 2025, 08:28
Official
Good day Mark

Thank you for contacting us about this.
 
We have relayed your complaint to the relevant department for assistance.
 
Regards
Sanlam Client Care 
Sanlam
Sanlam's reply15 Jul 2025, 18:41
Official
Hello Mark

We have received feedback that Sanlam Gapcover has been in contact with you.

Regards
Sanlam Client Care