Sanlam Gap Cover Paid Claim Into Wrong Account and Refuses to Correct Their Error Urgently

Sanlam Gap Cover incorrectly paid my approved claim into the wrong bank account, despite the correct banking details being clearly provided on my signed claim documentation. Instead of taking responsibility for their processing error and urgently correcting it, Sanlam has advised that I must first recover the funds myself before they will redirect the payment into the correct account.

Sanlam’s position is unreasonable and unacceptable. The issue is not whether the incorrect account belongs to me — the issue is that Sanlam failed to follow the banking details stipulated on the claim form. This error occurred entirely during their internal claims processing.

I have repeatedly requested that Sanlam engage with the bank and initiate the appropriate reversal process, as would normally happen when funds are incorrectly processed. Instead, they continue to shift the responsibility and financial burden onto me, while refusing to resolve the matter urgently.

This delay has caused unnecessary stress and financial strain, as I am trying to settle medical-related expenses while still being expected to continue paying monthly premiums for the very cover that has now failed me when I need it most.

I am extremely disappointed by the lack of accountability, urgency, customer support, and practical resolution from Sanlam throughout this process.