Compliments and Complaints

Have your say - your views are important to us



 If we have delighted you, we would like to know in order to motivate and reward our people.

 If you are dissatisfied with our service, or any of our products have disappointed you, we would like to hear about it.
We want to give you outstanding customer service, but sometimes things go wrong. Tell us why you think our service or products do not match your expectations, or that we have made a mistake.  When we receive your complaint, a competent team, specifically trained to handle and resolve complaints, will investigate it and try to resolve it as soon as possible in a fairly manner.

We’ve made it easy for you to compliment us or to complain online, using our compliment or complaint form.

What you'll need to tell us

  1. Your personal information
  2. About your Sanlam product
  3. What has delighted you or what are you dissatisfied about?
  4. How would you like us to resolve the problem?

What we'll do with your compliment…

We’ll will make sure the manager of the person that delighted you gets this feedback in order to reward the person. We will also communicate this on our intranet to inspire our colleagues who work with clients.

What we'll do with your complaint

  1. First, we will acknowledge receipt of the complaint.
  2. We will give you the contact details of the person who will deal with the complaint.
  3. Then we will investigate the complaint and try to resolve it in a fair manner.

  4. Once we have dealt with your complaint, we will learn from the experience and improve our service and products.


What to do if you are dissatisfied with the outcome

If the complaint has not been resolved to your satisfaction, you may refer it to the Sanlam Arbitrator.  
The Sanlam Arbitrator is an impartial person that settles disputes between dissatisfied clients and Sanlam.

Contact details of the Sanlam Arbitrator

Fax: +27 21 957-1786
e-mail address: arbitrator@sanlam.co.za

If you are still dissatisfied

If the Sanlam Arbitrator’s answer also does not satisfy you, you may send your complaint to the office of the Ombudsman for Long-term Insurance.

Contact details of the Ombudsman for Long-term Insurance

Address:

Ombudsman for Long-term Insurance

Private Bag X45,

Claremont,

7735
Telephone: 0860 103 236 or (021) 657-5000
Fax: (021) 674-0951
e-mail: info@ombud.co.za

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