Supporting you through complaints
We understand that things may not always go as planned. We see any concern raised with us as an opportunity to listen, learn, and improve. That’s why we’re deeply committed to treating complaints with fairness, respect, and urgency -- your trust is at the heart of everything we do. Our complaints process is designed to ensure that your concerns are heard, acknowledged, and resolved with care.
We will take your complaint onboard.
Your feedback helps refine our processes.
Engaging with us helps improve our service.
Your input makes us stronger and more responsive.
How the complaints process works
- How the complaints process works
Share your complaints with us
Include any relevant details
Your full name, ID number, membership number, and contact details.
A clear and detailed description of what went wrong.
The product in question and supporting documents.
Not your desired outcome?
If the complaint wasn’t resolved to your satisfaction, you may refer it the independent Sanlam Arbitrator: arbitrator@sanlam.co.za. Should you need to escalate your complaint further, please contact the relevant Ombudsman or Adjudicator.