Unresolved Issues After Transition from Sanlam Indie to Sanlam Matrix

I am extremely dissatisfied with the unprofessionalism and carelessness displayed by Sanlam. I was moved from Sanlam Indie to Sanlam Matrix in November 2024, and since then, I have faced several ongoing issues that remain unresolved.

My first formal complaint was submitted on HelloPeter (reference number: ***). After raising my concerns, I was contacted by Bianca Smidt from the Client Care Centre: Specialist: Complaints on March 5, 2025. However, despite her involvement, the issues remain largely unresolved, and I received little to no meaningful assistance in addressing them.

To further attempt resolution, I reached out to Coceka Zokufa on March 7, 2025, for help in connecting with the appropriate department. Although Coceka assisted in directing my queries to the correct team, the problems persist, and I continue to receive inadequate responses.

On March 11, 2025, I received a response from Gio Noble of Sanlam’s Life and Savings: Business Shared Services: Client Care Centre, stating that my request had been finalized and that my records had been updated. A debit order form was attached for me to complete, but the following issues remain unresolved: 1. Policy Consolidation: Despite requesting to consolidate my funeral cover policies, I now have two separate covers, which has not been addressed. I am still waiting for these policies to be consolidated as per my original request. 2. Incorrect Gender Information: The females covered under my funeral plan are still listed as males, even after I provided the necessary identification. This error has not been corrected, and it continues to be an ongoing issue. 3. Lack of Plan Provisions: I still do not have the general provisions for any of my plans. Despite repeated requests for this information, Sanlam has failed to provide it to me. Instead, I have only received an overview of the plans, which is insufficient for my needs.

Most recently, on March 24, 2025, Nomcebo Ngubane provided me with a plan overview. However, instead of receiving the general plan provisions that outline all the details of my plans, I was given only an overview, which doesn’t help me understand the specifics of my coverage. I am still unsure of what is binding and what exactly my plans entail. I don’t understand why Sanlam is unwilling to provide me with the full details of my plans, despite my repeated requests.

Despite all my efforts and the involvement of both Bianca Smidt and Coceka Zokufa, I continue to receive no meaningful responses or solutions from Sanlam Matrix. It seems that Sanlam only responds when issues are escalated to HelloPeter, which is both unprofessional and highly frustrating.

I expect immediate action to resolve these issues and for Sanlam to provide the necessary documentation and resolutions without further delays.