CK
Carmen K
1 reviews | Active since Jul 2022
08 May 2025, 10:38
Unacceptable delay in processing claim
I received an SMS from Sanlam on 18 March stating that my claim would be processed within 30 working days. It has now been well beyond that timeframe, and I have yet to receive any resolution or meaningful update.
Every time I follow up, I am told that the matter has been escalated and that I should follow up again in 2 or 3 working days. This cycle has repeated multiple times without any actual progress or accountability from Sanlam.
This level of service is completely unacceptable. I expect timely and transparent communication, especially when dealing with something as important as a claim. I request immediate feedback on the status of my claim and a clear explanation for the delay.
Helpful (0)
Replies (15)0
Replies (15)
Sanlam's replyOfficial
08 May 2025, 11:03Good day Carmen
We apologise for your service experience
We will be sending you a Private reply.
Regards
Sanlam Client Care
We apologise for your service experience
We will be sending you a Private reply.
Regards
Sanlam Client Care
Best regards,
Sanlam's reply08 May 2025, 11:03
Official
Good day Carmen
We apologise for your service experience
We will be sending you a Private reply.
Regards
Sanlam Client Care
We apologise for your service experience
We will be sending you a Private reply.
Regards
Sanlam Client Care
Best regards,
Sanlam's replyOfficial
08 May 2025, 11:04Good day Carmen
Please provide us with your ID number.
On receipt of this information, we will escalate the matter for assistance.
Kindly note that we will use the information you provide only to assist you with this matter.
Regards
Sanlam Client Care
Please provide us with your ID number.
On receipt of this information, we will escalate the matter for assistance.
Kindly note that we will use the information you provide only to assist you with this matter.
Regards
Sanlam Client Care
Best regards,
Sanlam's reply08 May 2025, 11:04
Official
Good day Carmen
Please provide us with your ID number.
On receipt of this information, we will escalate the matter for assistance.
Kindly note that we will use the information you provide only to assist you with this matter.
Regards
Sanlam Client Care
Please provide us with your ID number.
On receipt of this information, we will escalate the matter for assistance.
Kindly note that we will use the information you provide only to assist you with this matter.
Regards
Sanlam Client Care
Best regards,
CK
Carmen K's updateReviewer Update
08 May 2025, 11:08Hi, can you please advise when I can expect my provident fund payout. It's been more than 30 working days now. And I'm told to follow up myself e every time
CK
Carmen K's update08 May 2025, 11:08
Reviewer Update
Hi, can you please advise when I can expect my provident fund payout. It's been more than 30 working days now. And I'm told to follow up myself e every time
CK
Carmen K's updateReviewer Update
08 May 2025, 11:09My ID number is ***
CK
Carmen K's update08 May 2025, 11:09
Reviewer Update
My ID number is ***
Sanlam's replyOfficial
08 May 2025, 11:32Thank you for the information. We have referred your complaint to Sanlam Corporate.
Regards
Sanlam Client Care
Regards
Sanlam Client Care
Best regards,
Sanlam's reply08 May 2025, 11:32
Official
Thank you for the information. We have referred your complaint to Sanlam Corporate.
Regards
Sanlam Client Care
Regards
Sanlam Client Care
Best regards,
CK
Carmen K's updateReviewer Update
08 May 2025, 11:33Thank you.
When will I be hearing from them?
When will I be hearing from them?
CK
Carmen K's update08 May 2025, 11:33
Reviewer Update
Thank you.
When will I be hearing from them?
When will I be hearing from them?
CK
Carmen K's updateReviewer Update
08 May 2025, 15:52I am still waiting for someone to contact me
CK
Carmen K's update08 May 2025, 15:52
Reviewer Update
I am still waiting for someone to contact me
Sanlam's replyOfficial
08 May 2025, 17:09Hello Carmen
Sanlam Corporate will contact you once they have investigated the matter.
Kindly note that they handle all complaints in the order that they have received it.
Regards
Sanlam Client Care
Sanlam Corporate will contact you once they have investigated the matter.
Kindly note that they handle all complaints in the order that they have received it.
Regards
Sanlam Client Care
Best regards,
Sanlam's reply08 May 2025, 17:09
Official
Hello Carmen
Sanlam Corporate will contact you once they have investigated the matter.
Kindly note that they handle all complaints in the order that they have received it.
Regards
Sanlam Client Care
Sanlam Corporate will contact you once they have investigated the matter.
Kindly note that they handle all complaints in the order that they have received it.
Regards
Sanlam Client Care
Best regards,
CK
Carmen K's updateReviewer Update
09 May 2025, 10:21Thank you for your response. However, I must express my deep dissatisfaction with the continued delay and lack of meaningful communication regarding my claim, initially acknowledged via SMS on 18 March, with a stated processing period of 30 working days. It is now 34 working days, well beyond that timeframe, and I have yet to receive any substantive update or resolution.
Each time I follow up, I am given the same generic response that the matter has been escalated and to follow up again in a few days. This repetitive cycle demonstrates a concerning lack of accountability and urgency from Sanlam, especially when dealing with a matter as important as a claim.
This level of service is unacceptable.
Each time I follow up, I am given the same generic response that the matter has been escalated and to follow up again in a few days. This repetitive cycle demonstrates a concerning lack of accountability and urgency from Sanlam, especially when dealing with a matter as important as a claim.
This level of service is unacceptable.
CK
Carmen K's update09 May 2025, 10:21
Reviewer Update
Thank you for your response. However, I must express my deep dissatisfaction with the continued delay and lack of meaningful communication regarding my claim, initially acknowledged via SMS on 18 March, with a stated processing period of 30 working days. It is now 34 working days, well beyond that timeframe, and I have yet to receive any substantive update or resolution.
Each time I follow up, I am given the same generic response that the matter has been escalated and to follow up again in a few days. This repetitive cycle demonstrates a concerning lack of accountability and urgency from Sanlam, especially when dealing with a matter as important as a claim.
This level of service is unacceptable.
Each time I follow up, I am given the same generic response that the matter has been escalated and to follow up again in a few days. This repetitive cycle demonstrates a concerning lack of accountability and urgency from Sanlam, especially when dealing with a matter as important as a claim.
This level of service is unacceptable.
CK
Carmen K's updateReviewer Update
09 May 2025, 12:02I need urgent assistance now with this matter!
You don't answer calls.
WhatsApp messages close calls after while.
How am I supposed to get feedback on my claim?
You don't answer calls.
WhatsApp messages close calls after while.
How am I supposed to get feedback on my claim?
CK
Carmen K's update09 May 2025, 12:02
Reviewer Update
I need urgent assistance now with this matter!
You don't answer calls.
WhatsApp messages close calls after while.
How am I supposed to get feedback on my claim?
You don't answer calls.
WhatsApp messages close calls after while.
How am I supposed to get feedback on my claim?
CK
Carmen K's updateReviewer Update
09 May 2025, 14:05It's been more than 24 hours since I communicated my urgency.
Still no feedback from Sanlam!!!
Still no feedback from Sanlam!!!
CK
Carmen K's update09 May 2025, 14:05
Reviewer Update
It's been more than 24 hours since I communicated my urgency.
Still no feedback from Sanlam!!!
Still no feedback from Sanlam!!!
Sanlam's replyOfficial
09 May 2025, 14:25Good afternoon Carmen
We have followed up with Sanlam Corporate and requested their urgent assistance.
Regards
Sanlam Client Care
We have followed up with Sanlam Corporate and requested their urgent assistance.
Regards
Sanlam Client Care
Best regards,
Sanlam's reply09 May 2025, 14:25
Official
Good afternoon Carmen
We have followed up with Sanlam Corporate and requested their urgent assistance.
Regards
Sanlam Client Care
We have followed up with Sanlam Corporate and requested their urgent assistance.
Regards
Sanlam Client Care
Best regards,
Sanlam's replyOfficial
09 May 2025, 15:20Hello Carmen
We have received feedback that Sanlam Corporate has been in touch with you.
Regards
Sanlam Client Care
We have received feedback that Sanlam Corporate has been in touch with you.
Regards
Sanlam Client Care
Best regards,
Sanlam's reply09 May 2025, 15:20
Official
Hello Carmen
We have received feedback that Sanlam Corporate has been in touch with you.
Regards
Sanlam Client Care
We have received feedback that Sanlam Corporate has been in touch with you.
Regards
Sanlam Client Care
Best regards,
CK
Carmen K's updateReviewer Update
12 May 2025, 09:08Same feedback from all departments at Sanlam.
The matter has been escalated and we will provide feedback. Everyone says the same thing but nothing gets done!
The matter has been escalated and we will provide feedback. Everyone says the same thing but nothing gets done!
CK
Carmen K's update12 May 2025, 09:08
Reviewer Update
Same feedback from all departments at Sanlam.
The matter has been escalated and we will provide feedback. Everyone says the same thing but nothing gets done!
The matter has been escalated and we will provide feedback. Everyone says the same thing but nothing gets done!
CK
Carmen K's updateReviewer Update
12 May 2025, 12:22Same feedback from all departments at Sanlam.
The matter has been escalated and we will provide feedback. Everyone says the same thing but nothing gets done!
And yet, I am still in the same position I have been in since 18 March 2025
The matter has been escalated and we will provide feedback. Everyone says the same thing but nothing gets done!
And yet, I am still in the same position I have been in since 18 March 2025
CK
Carmen K's update12 May 2025, 12:22
Reviewer Update
Same feedback from all departments at Sanlam.
The matter has been escalated and we will provide feedback. Everyone says the same thing but nothing gets done!
And yet, I am still in the same position I have been in since 18 March 2025
The matter has been escalated and we will provide feedback. Everyone says the same thing but nothing gets done!
And yet, I am still in the same position I have been in since 18 March 2025