Unhappy service from Sanlam Sky Management on Funeral and Investment Claim

I'm so disgusted by Sanlam's service towards this claim. Monday morning (10 January 2022) I was at the Magistrates Court and I called in the Sanlam customer services department while i was still there as i requested a Statement Letter of this Claim; as the Estates Clerk wanted to draft a Letter of Executorship. The agent whom I spoke to advised that the letter would be emailed to me within 4 hour so we had to wait at the court until the letter was sent. 3 hours later I called again to follow-up and I was still advised it will be sent.

At the same time the agent whom i spoke to advised I can go to the bank in the interim to open up a Late Estate bank account and i told her the bank will still need the Executorship letter from court in order to open this account but she insisted they don't need it; by the time i got to the bank they confirmed they do need this letter in order to open up an account. Your agents are so *********** and you would think they deal with claims on a daily basis but they clearly have no idea how the bank processes work and providing us with false information.

Monday I decided to go to the nearest Sanlam branch in Wynberg (Cape Town) and they also tried to call customer services but still the agent who I spoke to advised that management is in a meeting but will convey the message that the letter needs to be sent and I specifically informed her I need to go to court this morning with this letter. Reference number issued for this call was - ***.

To cut a long story short i called in again yesterday morning and this agent who was assisting me took all my verification details and my contact number as she was busy checking something but the call just cut off as I was on hold for too long. I made the call at 10h05am now its 10h55am and she still hasn't called me back.

I called again this morning and again this afternoon to find out whats happening with this Statement letter; still no feedback on this matter as the consultant said she's still waiting on management as she promised it should be resolved within an hour and that was suppose to be at 10h10am this morning. I spoke to Leliane (ref no - ***). I'm really irritated by Sanlams service in this matter, if you treat customers in this way you should not be providing such service to customer; now I'm stuck and cannot proceed with any of the other documents required for this claim.

The worst part this claim has been sitting with Sanlam since August 2021 and we had delays with the Magistrates court now that we need to move with this Sanlam is dragging their feet on this.This is so unacceptable.