Toestroming van kliënte was onverwags

KLAGTE:

Sanlam, jul is korrup. SMS my drie weke terug. Bring u bankstaat en ID. Daar sal geld aan u "refund" word. Ek ry dadelik. Betaal vir 'n bankstaat. Kom by Sanlam. Hulle kan nie eens vir my sê watter polis dit was nie. Ek bel en ek volg menigmaal op. Hulle sê 7 tot 10 werksdae en dan verander hul deuntjie elke dag na 10 dae. Dan blyk dit die geld is in 'n verkeerde rekening betaal. Dit terwyl ek my bankstaat verskaf het. Bel ek hul, kry ek geen terugvoering op Otjiwarongo. Maak net toe Sanlam of praat die waarheid.

REAKSIE:

Elizabeth Nailenge, Marketing and Communications Consultant of Sanlam Group Marketing writes:

Ensuring that we deliver customer service of the highest standard is Sanlam’s commitment.

A direct communication was sent out to approximately 1 800 clients informing them of the additional payments that are to be made on their matured policies. Since this is was a special payment outside our normal payment process, clients were promised 7 to 10 working days for settling payments, which is longer than our usual turnaround time.

We have noted with great disenchantment that despite the measures we put in place to speed up the payment process and due to an unexpected increase of clients to our offices we were unable to timely attend to all the clients. For this reasons we have appointed more staff members who will be dedicated to these payments.

Furthermore posters are at all branches where we have indicated that the following people can be contacted with regards to any customer service queries:

Gerda Kuhn (061) 294 7445

Amanda Truter (061) 294 7224

Karel Madi (061) 294 7404

Clients can therefore contact these people directly should they encounter any issues at any branch country wide. We will continue to put our clients first.