Sanlam delay in refund to client

Santam is a very good company, but some of their Short Term Advisors takes the client for granted, refuses to adhere to instructions from his superiors and makes promises that never materializes.

Policy for Mr AJ Williams - *** refers

My dad had been a loyal client of Santam for many years and only worked via 1 person, Mr Anton Stoebel. When my father passed on in 2015, my mother took the reigns and as she also believed, all things had to go via Mr Stroebel. Being of age, she asked me to take over the admin of her insurance. I then became aware that Mr Stroebel had added another property (which was already covered by its own insurance) to the list which he claimed was on instruction from my late father. He later changed his story and said it was on instruction from my father's estate lawyers.

My mother also asked that the insurance for her property and buildings on it be cancelled in toto and only her car will remain on a new policy. The instruction was to cancel the existing policy with effect from 01 February 2021. They kept deducting monthly payments of R2067,83 up to September 2021. We then instructed the bank to cancel the October payment. Santam then logged the Oct 2021 payment as an unpaid debit order after being reminded on a regular basis that this policy had been cancelled.

After many months of communicating to Mr Stroebel and others at Santam, my mother was paid out a small amount of R5410,25. The Santam Relationship Manager, Mr Corrie Du Toit instructed PLRefunds on 12 May 2022 to correct this as they had to repay 50% of the property that was double insured as well as the money that was deducted for a further 8 months on the canceled policy.

Till date, after many emails, I have not yet had any update from Mr Stroebel and al queries are going unanswered.