Disappointed by Sanlam's Onboarding and Billing Process

I recently switched my vehicle insurance to Sanlam after being contacted by a sales consultant, Adielah, who was professional and helpful throughout the sales process. Based on our discussions, I proceeded with the policy and cancelled my existing insurance with Discovery.

Before doing so, I specifically explained that my Discovery cover would remain active until the 25th of the month, as I had already paid my full premium. Adielah advised that the onboarding team would explain any pro-rata premium applicable for the period between the cancellation of my previous insurer and the start of my Sanlam policy.

When I was later contacted by the onboarding team, I was informed that a pro-rata premium of over R300 would be payable before my normal premium date. This came as a surprise, especially considering that I had already paid a full insurance premium to my previous insurer for that month and had already budgeted for my monthly expenses.

I was then advised that the amount would be debited immediately. Shortly thereafter, I received an SMS indicating that because the pro-rata amount had not been collected, Sanlam would be debiting double my premium. In the current economic climate, receiving notice of a double debit order without having expected it is extremely concerning and stressful.

What frustrates me most is the lack of flexibility around debit order dates. I specifically requested that my debit order run around the 25th of the month, when I receive my salary. Instead, I was informed that premiums are collected on the 1st, creating a financial strain that could have been avoided with proper planning and communication.

When I contacted Sanlam to discuss the issue, I was told that they could only move my cover start date to the 1st of the following month, which would leave me without insurance cover from the 25th until then. This is hardly a practical solution for a customer who has already cancelled their previous insurer based on the expectation of a smooth transition.

I've previously switched insurers and experienced a far more seamless onboarding process, with debit dates aligned to my circumstances and clear communication from the outset. Unfortunately, my experience with Sanlam has been the opposite.

While the sales experience was positive, the onboarding, billing, and communication processes have left me extremely disappointed. As a customer who also has other products with Sanlam, I expected a far more customer-centric approach.