Serious Service Delivery Concerns

I am extremely disappointed in Sanlam’s client service and online platform, both of which have proven to be ineffective and unreliable. In March, I logged onto the Sanlam website to update my beneficiary details. This was not the first time I had done so, yet once again my beneficiary information was wiped and not retained. Weeks after updating my details on web, I was contacted and asked to provide the industry I work in, which I promptly did. Despite this, my beneficiary details were still not updated. Two months later, the service call was closed without resolution, and my beneficiaries remain unchanged. Attempting to reach Sanlam has been equally frustrating. Phone calls involve hours of waiting with no assistance, and WhatsApp queries go unanswered, with conversations left open and unresolved. The lack of accessibility and follow-through is deeply concerning. This raises an important question regarding the purpose of the online services. If client details must still be “validated” but are ultimately not updated, the platform serves little value. It would make far more sense for a service consultant to call clients directly to validate critical information, especially when emails and submitted documents are seemingly ignored. Most concerning of all is the implication of this failure. Should anything happen to me, how are my dependents or beneficiaries expected to receive assistance when their information has not been properly recorded despite multiple attempts to correct it? This level of service is unacceptable for an organisation entrusted with clients’ financial futures and the wellbeing of their families.