Think twice about taking policy with Sanlam

Sanlam issued a life insurance cover to my mother on May 1, 2000. This life policy has been paid monthly for the past 22 years. On September 22, I changed my banking information and contacted Sanlam to update my debit order information. I changed my information on the Sanlam web portal. My mother held the policy, and I paid the monthly debit order. All of the information updated on the internet portal was mine, and I had full access to my mother's profile. When I emailed Sanlam my amended debit order form, I included all of my contact information. Sanlam acknowledged receipt of the debit order form, followed up with a letter confirming the debit order was correct, and then debited my account for R205 on 22 September 22.This process was finally complete for me; however, at this time, Sanlam issued another email in October, which I was unaware of, to advise me of a debit order cancellation from their end owing to further documents not submitted. They claimed they phoned me on an outdated phone number, although I had updated my information on their internet portal since then, which they didn't care to look at. Sanlam did not send me any more emails. They then posted letters addressed to my mother to an outdated postal address that no longer exists. Again, if they bothered to look at the web portal or the debit order form, they would have noticed the address change. These letters were to confirm the reinstatement of the policy with backed-dated amounts, or the policy would lapse; however, because I never received these letters, I was not given the opportunity to correct the update debit orders. Three letters were posted in all, but no phone calls were made throughout this period. I found out about the insurance lapse when I filed a claim for my mother's death on 05 June 23. I was then advised that my policy had lapsed on 31 March 23. Two months before my mom death. I believe Sanlam did not even try to contact me personally after 22 years of paying for this policy. Why do they even have an online portal to update information when they don't even bother to use it? I think Sanlam had already made their money back at this point and didn't even give a damn. I'm not sure how many other individuals have had experiences like mine, but I just want to draw attention to how unwilling Sanlam staff is to dig up customers' personal information. If they had only made a call to me, I would have rectified these issues and resolved it. I don't think Sanlam cares as long as they make their money.