SANLAM LIFE

SANLAM LIFE gives poor service. see below: NAME: A.PAPENHAGEN *** SEQUENCE OF EVENTS 1. Early in October 2020 I requested SANLAM for an early termination and payout of my annuity policy due to poor health.

2. I received all relevant documentation from SANLAM and submitted these documents (including a doctor’s certificate) on 15 October 2020.

3. On 16 October 2020 I contacted SANLAM telephonically to enquire if all the relevant documentation was received – they informed me all has been received and was in order. I requested that a note be made that this is urgent – upon which they agreed.

4. Later that day I received a return mail from SANLAM requesting proof of last employer. I rep**** on the mail (at about 15H00) that I voluntarily resigned on 31 October 2016 due to ill health.

5. On 19 October 2020 I received a mail from SANLAM with the following details:

a. ***, 06EML M143, dd 19 okt 2020 b. Claim No: p1p1 00401 c. Signed: Zelda Apollis.

6. On 19 October 2020 at about 09H40, I again contacted SANLAM telephonically to enquire if the letter was received and to the progress of the claim. “Esmerelda” confirmed that the letter (via email) was indeed received. I was also informed that the claims consultants have not yet assessed the claim. 7. On 19 October 2020 I received an email from SANLAM stating that the claim will be finalized on 26 October 2020.

8. On 20 October 2020 I again contacted SANLAM telephonically to enquire of the progress of the claim and was informed that the claim is still at the claims consultants.

9. On 26 October 2020 I again contacted SANLAM telephonically to enquire of the progress of the claim and was informed that the claim was sent through to the doctor’s board for final decision. The agent that I spoke to was extremely rude, evasive and bombastic towards me during the conversation.

10. On 27 October 2020 I again contacted SANLAM telephonically to enquire of the progress of the claim. The reply was that they are still awaiting an answer. The agent that I spoke to was again extremely rude, evasive and bombastic towards me during the conversation.

11. On 27 October 2020 I received an email from SANLAM in which they require my termination letter from my employer. I informed them that this was sent on 16 October 2020 (para 4).

12. On 27 October 2020 I telephonically a person by the name of “Michael Koopman” at SANLAM in connection with the situation and the emails that have been sent. He insured me that he will take this matter up with his senior and call me back on 28 October 2020.

13. On 27 October 2020 I was informed by “Rushaan Meihuizen” ***) that I need to submit additional documentation from my previous employer. This was obtained and mailed on 28 October 2020.

14. On 28 October 2020 at about 07H45 “Michael Koopman” gave me a call stating that his supervisor will call me back by 10H30. At about 11H10 I again contacted “Michael” and informed him that his supervisor has not contacted me as yet. He informed me that his supervisor will contact me.

15. I then received a document from SANLAM that I needed to complete. This was done and returned to them. I contacted “Michael Koopman” again to ensure that the document was received. He confirmed receipt of this document. He also confirmed that payout will take place in two(2) to three(3) days.

16. At about 12H10 I tried to contact either “Michael Koopman” or his supervisor on the following numbers:

a. *** b. *** But to no avail – there is no answer on any of the numbers. 17. On 28 October 2020 at about 12H15 I again contacted SANLAM telephonically and was informed that no date for finalization was set as yet. Although I received an email on 19 October 2020 stating finalization will be on 26 October 2020.

18. I then contacted SANLAM again and spoke to “Michael Koopman”, who assured me that he would contact the supervisor of “Rushaan Meihuizenl” and request the supervisor contact me.

19. On 02 November 2020 I contacted SANLAM and spoke to “Esmerelda” at Living Benefit Claims. I was informed that client services has the claim in hand, I was transferred to them and they informed me that claim will take another fifteen(15) workdays to be finalized.

SUMMARY In respect of the above, I am under the impression that I have been supp**** incorrect information regarding the process and payout of my claim. The claim was to have been completed on 26 October, but on 02 November it was stated that the claim will take a further 15 days. No feedback is forthcoming from SANLAM’s side. To obtain information, I had to call them – costing me time and money. REQUIREMENT I would now like to be informed as to exactly when the claim will be finalized. I would also like contact details of a person I can speak to directly.