Shocking - Sanlam Gap Cover

To whom it may concern,

I am writing this email in absolute despair as to the poor service I have received from Sanlam Gap Cover.

Your application form:

We are in the digital age, why must this be manually completed and then emailed, why do you not have an online submission process? Your form is very misleading and has no clarity and terms used are broad Your post claim submission communication:

Is horrific I had a consultant on the 10/10/2022, tell me that I had not supp**** the Olivedale hospital account - the statement had been received but not the detailed invoice showing admission and discharge date - this was supp**** on the 07/10/2022, and I have proof. I had to resupply on the 10/10/2022 I followed up on the 14/10/2022 - was advised paperwork was being processed for payment, was not advised that there was any issue with any of the paperwork I supp**** 17/10/2022 - I receive a claim rejected, nowhere on the rejection is the Neurosurgeon - listed - just a random amount of R3510.00 18/10/2022 - I call to query the Neurosurgeon - account, only to be told that the claim has been rejected as it wasn't completed under section E, nowhere on your forms does it state that section E is the section to complete for medical aid differences!!!! Automated response emails, don't have reference numbers, so there is no way of knowing what this email references as in which Drs account.

I have now resubmitted the claim for a 3rd time today, and as stated on the claim, I refuse to wait your 7 to 14 working days, as I have had my time wasted by your poor and non transparent processes, which are clearly designed to stall refunds or not pay refunds where possible.

I see on HelloPeter.com, there are so many complaints from consumers about the poor service received but it appears that this is not something you are concerned about rectifying, if it wasn't for the fact that my GAP cover is through our company, I would not be using your services.

This has been an extremely unpleasant and frustrating experience, when you have had major surgery such as I had, the last thing you want, is deliberate issues and delays on processing refunds etc.

I would appreciate a prompt response and for my claim to be processed without any delays.

All emails pertaining to my engagement with your call centre agents has been email to you.