PN
Phoka N
1 reviews | Active since Sept 2021
28 Sept 2021, 09:01
Unhappy and unattended client
My late father had retirement policy with assupol, last year he passed away in July. We went to assupol branch in Mthatha to make claim , we submitted all the documents needed AND we waited for feedback from them but got no feedback. In February my mother went to the branch wanting what to know what's going on with the claim, they said we should write affidavits we did as instructed since we got no feedback for a long time. As went back few weeks ,i decided to take over, since my mother got stressed by this matter. I tried to go to the branch serval time's, yesterday I went to the branch i was told that they don't know when their will final but the claim they will take 6 to 12 months but now it's more than 14 months. P
Helpful (0)
Replies (23)0
Replies (23)
Sanlam's replyOfficial
28 Sept 2021, 09:28Dear Phoka, We confirm that the claim is still in process. In terms of legislation on Retirement Annuities, the Board of Trustees need to review the claim and documents received before the assessment and claim can be finalised. We still await feedback from the Board of Trustees and will let the claimant know as soon as their feedback has been received. Thank you for your patience.
Sanlam's reply28 Sept 2021, 09:28
Official
Dear Phoka, We confirm that the claim is still in process. In terms of legislation on Retirement Annuities, the Board of Trustees need to review the claim and documents received before the assessment and claim can be finalised. We still await feedback from the Board of Trustees and will let the claimant know as soon as their feedback has been received. Thank you for your patience.
PN
Phoka N's updateReviewer Update
28 Sept 2021, 10:02I have lost my patience became according to your policy said 6 to 12 months but now it's more than 14 months. In the past 6 months nothing was going in the claim, i am really disappointed by the way your head office has treated us on this matter since February
PN
Phoka N's update28 Sept 2021, 10:02
Reviewer Update
I have lost my patience became according to your policy said 6 to 12 months but now it's more than 14 months. In the past 6 months nothing was going in the claim, i am really disappointed by the way your head office has treated us on this matter since February
PN
Phoka N's updateReviewer Update
28 Sept 2021, 10:07I have lost my patience because according to your policy said 6 to 12 months but now it's more than 14 months. In the past 6 months nothing was going in the claim, i am really disappointed by the way your head office has treated us on this matter since February
I wish you practice what you preach
I wish you practice what you preach
PN
Phoka N's update28 Sept 2021, 10:07
Reviewer Update
I have lost my patience because according to your policy said 6 to 12 months but now it's more than 14 months. In the past 6 months nothing was going in the claim, i am really disappointed by the way your head office has treated us on this matter since February
I wish you practice what you preach
I wish you practice what you preach
Sanlam's replyOfficial
28 Sept 2021, 10:28My sincerest apology for any inconvenience caused by the delay. Our claims management team are aware of this matter and will have the matter finalised as speedily as possible. Regards
Sanlam's reply28 Sept 2021, 10:28
Official
My sincerest apology for any inconvenience caused by the delay. Our claims management team are aware of this matter and will have the matter finalised as speedily as possible. Regards
PN
Phoka N's updateReviewer Update
28 Sept 2021, 10:45Since the beginning of the month when i started to pushing pressure,you guys just make empty promises to push us away even with you complaints division. I wish my father made wise decision of taking this kind of policy with another insurance. We are suffering from his departure ontop of that your are treating us like this.
I really don't know what say
I really don't know what say
PN
Phoka N's update28 Sept 2021, 10:45
Reviewer Update
Since the beginning of the month when i started to pushing pressure,you guys just make empty promises to push us away even with you complaints division. I wish my father made wise decision of taking this kind of policy with another insurance. We are suffering from his departure ontop of that your are treating us like this.
I really don't know what say
I really don't know what say
Sanlam's replyOfficial
28 Sept 2021, 11:09Good day, as confirmed before and by direct e-mail, the claims assessment and approval process on Retirement Annuity policies unfortunately entails a longer and more detailed process than funeral policies, due to the legislation requirements it falls under. Assupol can unfortunately not avoid these regulatory processes as this will mean that we are contravening the law. We are doing everything in our ability to finalise the matter as soon as possible. Regards,
Sanlam's reply28 Sept 2021, 11:09
Official
Good day, as confirmed before and by direct e-mail, the claims assessment and approval process on Retirement Annuity policies unfortunately entails a longer and more detailed process than funeral policies, due to the legislation requirements it falls under. Assupol can unfortunately not avoid these regulatory processes as this will mean that we are contravening the law. We are doing everything in our ability to finalise the matter as soon as possible. Regards,
PN
Phoka N's updateReviewer Update
28 Sept 2021, 11:24All you are trying to say to me is that you company **** to us as your said 6 to 12months . In other YOU will pay us after 24 months or more as you neglect such clients as us.
PN
Phoka N's update28 Sept 2021, 11:24
Reviewer Update
All you are trying to say to me is that you company **** to us as your said 6 to 12months . In other YOU will pay us after 24 months or more as you neglect such clients as us.
PN
All you are trying to say to me is that you company **** to us as your said 6 to 12months . In other words YOU will pay us after 24 months or more as you neglect such clients as us.
Phoka N's updateReviewer Update
28 Sept 2021, 11:28All you are trying to say to me is that you company **** to us as your said 6 to 12months . In other words YOU will pay us after 24 months or more as you neglect such clients as us.
PN
Phoka N's update28 Sept 2021, 11:28
Reviewer Update
All you are trying to say to me is that you company **** to us as your said 6 to 12months . In other words YOU will pay us after 24 months or more as you neglect such clients as us.
Sanlam's replyOfficial
28 Sept 2021, 11:48I am in communication with our senior claims management team to confirm how fast the matter can be resolved. We will give feedback as soon as possible.
Sanlam's reply28 Sept 2021, 11:48
Official
I am in communication with our senior claims management team to confirm how fast the matter can be resolved. We will give feedback as soon as possible.
PN
Phoka N's updateReviewer Update
28 Sept 2021, 12:00I will hear from you surely it will probably after months ,i now no longer trust assupol promise.
PN
Phoka N's update28 Sept 2021, 12:00
Reviewer Update
I will hear from you surely it will probably after months ,i now no longer trust assupol promise.
Sanlam's replyOfficial
28 Sept 2021, 12:22Our senior claims manager is currently in communication with the chairperson of the Board of Trustees who needs to give the final recommendation on the claim and we will give feedback as soon as possible. Kind regards
Sanlam's reply28 Sept 2021, 12:22
Official
Our senior claims manager is currently in communication with the chairperson of the Board of Trustees who needs to give the final recommendation on the claim and we will give feedback as soon as possible. Kind regards
PN
Phoka N's updateReviewer Update
28 Sept 2021, 12:31We will see only God knows , keep it in mind We are struggling no one is working know that
PN
Phoka N's update28 Sept 2021, 12:31
Reviewer Update
We will see only God knows , keep it in mind We are struggling no one is working know that
Sanlam's replyOfficial
28 Sept 2021, 12:49We note your response and will provide feedback ASAP
Sanlam's reply28 Sept 2021, 12:49
Official
We note your response and will provide feedback ASAP
PN
Phoka N's updateReviewer Update
29 Sept 2021, 10:52Still waiting for the feedback from you since yesterday
PN
Phoka N's update29 Sept 2021, 10:52
Reviewer Update
Still waiting for the feedback from you since yesterday
Sanlam's replyOfficial
29 Sept 2021, 11:53Good day, our claims supervisor has contacted the claimant yesterday to discuss the status of the claim. We will inform the claimant again as soon as an update is received from our Senior Claims Manager. Regards,
Sanlam's reply29 Sept 2021, 11:53
Official
Good day, our claims supervisor has contacted the claimant yesterday to discuss the status of the claim. We will inform the claimant again as soon as an update is received from our Senior Claims Manager. Regards,
PN
Phoka N's updateReviewer Update
29 Sept 2021, 12:31We only received call today one hour back. Still telling me same old story about board of trustees
PN
Phoka N's update29 Sept 2021, 12:31
Reviewer Update
We only received call today one hour back. Still telling me same old story about board of trustees
Sanlam's replyOfficial
29 Sept 2021, 12:54My apology, yes, we need this final approval. We will keep the claimant updated.
Sanlam's reply29 Sept 2021, 12:54
Official
My apology, yes, we need this final approval. We will keep the claimant updated.
PN
Phoka N's updateReviewer Update
29 Sept 2021, 13:13Who is responsible for final approval
It's like we are applying for a loan the way you are doing thing
It's like we are applying for a loan the way you are doing thing
PN
Phoka N's update29 Sept 2021, 13:13
Reviewer Update
Who is responsible for final approval
It's like we are applying for a loan the way you are doing thing
It's like we are applying for a loan the way you are doing thing
Sanlam's replyOfficial
29 Sept 2021, 13:22I completely understand your urgency to have the matter resolved, just as much as we do. We are constantly following up for a final recommendation from the independent chairperson on behalf of the Board of Trustees.
Sanlam's reply29 Sept 2021, 13:22
Official
I completely understand your urgency to have the matter resolved, just as much as we do. We are constantly following up for a final recommendation from the independent chairperson on behalf of the Board of Trustees.
PN
Phoka N's updateReviewer Update
30 Sept 2021, 09:31What is process today from your chairperson
PN
Phoka N's update30 Sept 2021, 09:31
Reviewer Update
What is process today from your chairperson
Sanlam's replyOfficial
30 Sept 2021, 10:13Good morning, we have follow up again for urgent feedback from him. I will let you know as soon as I have any response.
Sanlam's reply30 Sept 2021, 10:13
Official
Good morning, we have follow up again for urgent feedback from him. I will let you know as soon as I have any response.
Sanlam's replyOfficial
30 Sept 2021, 13:27Good day, we have just received feedback from the Chairperson of the Board and confirm that we will now proceed with the claim payment. We will keep you informed to confirm when payment has been made. Regards
Sanlam's reply30 Sept 2021, 13:27
Official
Good day, we have just received feedback from the Chairperson of the Board and confirm that we will now proceed with the claim payment. We will keep you informed to confirm when payment has been made. Regards
Sanlam's replyOfficial
01 Oct 2021, 08:50Good day, payment will be made today for the funds to reflect later this afternoon/evening or by the latest tomorrow morning depending on the claimant's bank releasing it to thei account. Regards
Sanlam's reply01 Oct 2021, 08:50
Official
Good day, payment will be made today for the funds to reflect later this afternoon/evening or by the latest tomorrow morning depending on the claimant's bank releasing it to thei account. Regards