Unacceptable Delays, No Communication, and Financial Loss While Chasing Funeral Claim – Urgent Action Required

I am extremely dissatisfied with the service I have received from Sanlam regarding my father’s funeral claim.

On Thursday, 29 January 2026, I submitted a funeral claim through your agent for my late father. I am the policy holder. Policy no.: ***

I was informed that funeral claims are processed within 24 hours. It is now 3 February 2026, and I have received no feedback at all. The only communication was an SMS on 2 February stating that assessment takes approximately 4 hours — yet nothing has happened since.

I have spent over R150 on airtime trying to reach your call centre. The phone rings endlessly with no answer. On the one occasion I finally got through, the call cut because my airtime was depleted. Despite having all my details on the system, the consultant did not call me back. This is unacceptable, especially considering the urgency and sensitivity of a funeral claim.

I also emailed *** with all the required information and have received no response.

To make matters worse, the debit order for the policy still went off, and the premium for my late father was deducted after his passing. I urgently need clarity on how this was allowed to happen and when it will be corrected.

This level of service — no communication, no follow‑up, no accountability — is completely unacceptable, particularly during a time of bereavement. I expect immediate assistance with:

1. The status and payout of the funeral claim 2. An explanation and correction regarding the premium deduction after death 3. Accountability for the unnecessary airtime costs incurred due to unreachable support

I am posting here because all private attempts to resolve this have been ignored. I expect urgent action.