Worst Gap cover policy

I took out Sanlam Gap cover in about 2018 and just about every time I have claimed I have had to engage in verbal fights with them to process my claims. One would assume that since they sell this policy under the Sanlam umbrella it would be an excellent product. The policy has been administered by Kaelo and now Centriq and honestly I think they must pay their staff too little and therefore take on the most intellectually challenged individuals because dealing with them regarding your claims is a real mission. Sending emails to their escalations is really a pointless excercise. I was hospitalised in April and made co payments for MRi and CT scans. Between Sanlam and Medscheme there is some arrangement for the shortfalls and co payments to be automatically sent to Sanlam. Only problem is that they don’t send full information so you receive an email advising you of this missing information. So when you phone Sanlam you’re told to send this information via email. When you do this you don’t hear from them again. Then you phone them again only to be told the email is invalid and that you must send a doctors statement. Then you ask to speak to a manager and get someone who insists you have submitted the claim incorrectly then changes their mind and says your doctor sent the claim. So you do a manual claim with full supporting documentation and send it to escalations. You don’t hear from them but receive a remittance with only one payment reflecting. So you phone again only to be told it was an error and they are sorting it out immediately and a fresh remittance will be sent shortly. I’m still waiting. Are there not rules in place as to how these service providers operate? Do they even consider that people go to hospital because they are ill and should not have to deal with their incompetence when submitting claims. Sanlam standards have really dropped.