Sanlam Gap Cover - what a disappointment !

Dear Mr. Gerald Van Wyk, (re Sanlam Gap Cover)

I was reading through your CEO’S review for the group’s 2024 Annual report and got stuck with the part of your statement where you refer to “Transforming healthcare – making it more affordable and widely accessible” It is the “widely accessible” part of the statement which was puzzling to me as my current interactions with Sanlam Gap Cover is proving to be the opposite.

As it is members like me whom diligently pay their monthly premiums, having faith that Sanlam Gap Cover will have your back when you need them. In my case being a member from 01/01/2019 till date (just passed my six-year anniversary with Sanlam Gap Cover) without having had a single claim. Thank the high heaven that I have not had a claim during the past six years as I would have found my wife and my son, who is a lifelong dependent as he is a special needs person (Down’s Syndrome) up the proverbial creek without a paddle. Sanlam Gap Cover sold me a product which included me, my wife, my son and my daughter. At the time of selling me the product I was assured that cover for my son, whom was already 30 years old at the time would not be a problem as he is a special needs person and a life-long dependent. (This sale was done telephonically, and Sanlam Gap Cover should still have a copy of the audio recording) Somewhere during 2020/21 I removed my daughter from the plan as she started working and took out her own medical aid. When I notified Sanlam Gap Cover of this, I also enquired about the possibility of a premium reduction due to this and the premium was indeed reduced and adjusted accordingly. At the end of 2024 I received a renewal letter, as per usual only speaking to the “Policy holder” and noticed that there are no other beneficiaries noted on the documentation. I queried this in December 2024 and was told to wait until January 2025 as there will be a change in administration. It is exactly at this point where things started to go wrong: (1) First response “We apologize for the oversight, please send a membership certificate and we will rectify” (2) Second response " Regret to advise that your son is over the age of 27 and cannot be added to the policy. (3) Third response “Please forward a motivation for your son to be added to the policy and we will review your request” (4) Fourth response " Your wife have now been added to the policy” (5) Fifth response Tshepiso Sibiya – “Sorry we can not assist as the policy sold to you in 2019 was for an individual and not a family”

REALLY??????? Despite the audit trail which Sanlam Gap Cover should have, i.t.o. regulatory requirements, it appears that they are attempting to avoid accountability for unilaterally removing my dependents from the policy without informing me or discussing it with me, removing my other dependents in order to create the impression that my premium was reduced as a result of removing my daughter as a beneficiary, and now as a last attempt to get rid of me trying to convince me it was never a family type of plan/product. This type of conduct is deplorable. My ask is simple, that both my wife and my son be noted as beneficiaries/dependents on the policy and also confirmed as such in writing. Hope you can assist.