Sanlam Gap Cover – No Advice, No Service, Ignored Cancellation Requests & Misleading Waiting Periods

I am extremely dissatisfied with my experience with Sanlam Gap Cover, specifically the lack of customer service, failure to provide clear advice, and complete disregard for my multiple cancellation requests.

On 5 December 2025, I emailed Sanlam Gap to clarify waiting periods before proceeding further. I clearly explained that I already had existing GAP cover with Discovery, and that my daughter was scheduled for a bilateral polydactyly correction surgery on 10 December at Sandton Mediclinic, which falls outside my Discovery hospital network.

I specifically asked whether this procedure would be covered under Sanlam Gap and attached my existing Discovery Gap Cover policy for reference. I received no response at all.

I then contacted the call centre and was told that I needed to wait for my policy document, yet no one could explain the exclusions or waiting periods. This was despite the fact that I was being asked to enter into a financial product.

Due to the complete lack of assistance, on 8 December 2025, I formally requested that the policy be cancelled, stating clearly that if this was how the relationship was starting, I would rather remain with Discovery.

Again, no response.

On 12 December, I received a system-generated email about early call centre closure, which I rep**** to, reiterating that: • I had received no assistance, • I had already requested cancellation, and • This was the worst customer experience I have had.

Only then was I asked for my ID number, which I provided immediately. I again asked for clarity on waiting periods, highlighting that my Discovery Gap policy had already been shared more than a week earlier.

On 15 December, I received a generic, copy-and-paste response attaching a policy schedule, with no explanation whatsoever. By that point, I had already requested cancellation multiple times, which I again confirmed in writing, stating clearly that I do not want this policy.

Once again — no response.

On 18 December, more than two weeks after my original query, I finally received an email listing waiting periods: • 3 months general waiting period • 12 months condition-specific waiting period

What is most frustrating is that Sanlam’s own policy wording states that existing GAP cover can waive waiting periods, yet no one was willing or able to explain this, either via email or telephonically. No one called me. No one provided proper advice.

This raises serious concerns about: • The competence and training of staff • Whether anyone involved is qualified to provide financial advice • Compliance with Treating Customers Fairly (TCF) principles

Despite repeated written instructions, my policy has still not been cancelled, and I am deeply concerned that Sanlam may attempt to debit my account without my consent. I want to make it very clear: • I never accepted debit order permission • The policy was presented as a quote pending underwriting • Terms and conditions were never explained • I never made an informed decision as required under FAIS

This entire experience has been unacceptable, stressful, and unprofessional — especially given that it involves medical cover for a child.

I am now considering escalating this matter to the FSCA, as I believe Sanlam has failed in its duty to provide proper advice, transparency, and basic customer service.

I require: 1. Immediate written confirmation that the policy is cancelled 2. Written confirmation that no debit orders will be processed 3. An explanation as to why repeated cancellation requests were ignored

This has been a deeply disappointing experience, and I would strongly caution others before taking out Sanlam Gap Cover.