Sanlam not paying funeral claim on time

Funeral policy number SG***3

My Sister came to the Sanlam office in Mafikeng, Mega city mall on the 4th November 2025 at around 8:00 AM. The office opened at 9:00 AM and that is when she got help. Her husband passed on and she came to claim. She submitted all the required documents and left. She was helped by Miss ***x at the Sanlam office. When she left the office, she was told the money will be paid and should reflect in her account in 48 hours.

By Friday the 7th November 2025, the money was not paid in her account. She came to the Sanlam office again to enquire why the money did not reflect. Miss *** was helping with this query again. She called the head office in Johannesburg and the phone was picked up by Miss ***. *** asked my sister some verification questions. I then asked her if the money will be deposited now as we are preparing for a funeral tomorrow, the 8th. *** said the matter was escalated to the claims department. I asked her to speak to her senior because this matter is an emergency because we needed money to prepare for the funeral. She said all the manager were in the meeting and there was nothing she could do about it. She said we should call back at 9:AM To check their availability.

We are still in the Sanlam offices waiting for Miss *** to make the call the consaltant from the head office

Miss *** told us she also escalated the matter to her manager, her manager's name is Miss ***.

Samlam closed the query because they don't want name put on the complaint