Sanlam has implemented an effective complaints handling process, because we regard complaints as an opportunity to change bad experiences into a positive life-long relationship with our clients.

Complaint process

• When a client contacts the company at any entry point, the responsible operational department should try to solve the problem immediately.
• If the problem cannot be solved at the entry level, a process is in place for the complaint to be escalated.
• If necessary, the complaint will be escalated to the Client Relations department where a designated Complaints Resolution Committee (CRC) will attend to the complaint.
• The complaint can also be escalated to the Sanlam Arbitrator.
• In the determination of the Sanlam Arbitrator, the client is provided with the relevant ombudsman's contact details to appeal to if the complaint is still not solved to the client's satisfaction.

How to complain

• Complaints must be in writing.
• Mark all complaints: "Complaint: policy 12345678x9".
• Supply all policy numbers that relate to the complaint.
• Be short and to the point and provide all important events or facts that have a bearing on the complaint.
• Provide copies of all documents that have a relevance to the complaint (i.e. quotations, previous correspondence).
• Provide proof of any losses sustained.
• Specify the solution / remedial action to solve the complaint.

What to do if you are not satisfied with the way your complaint was handled

Sanlam has its own Arbitrator. If you are not satisfied with the outcome of your complaint, you can present your case to the Sanlam Arbitrator. Please present your case with all relevant correspondence as requested above and mark the complaint as: "Complaint: Sanlam Arbitrator: policy 12345678x9".