Pathetic service delivery

I have taken out a policy with Sanlam Primary standard which is administrated by Afrocentric.

As per my telephonic application with Well Worx , the brochure and policy documentation I received, the waiting period for out of hospital benefits ( meds OTC and scripted meds, GP consults, Bloods, and x-rays etc. ) has a 1 month waiting period.

I joined the cover on the 1st of March2026. When my daughter and I consulted with the GP on the 1st of April and when we went to the pharmacy to get our meds the pharmacist advised we have a 3-month waiting period, which resulted in me having to pay for the meds out of pocket. When I call the call center the agent said that my broker from Well Worx gave me the incorrect info and that I needed to provide proof of brochure stipulating 1 month waiting period to investigate.

I have severe inflammation in my hand but cant go back to the GP due to not being able to get meds as my policy have not been updated with the waiting period being lifted as per policy Terms and conditions that I signed up for.

I have sent the complaint to Well Worx and Afrocentric on the 1st of April and have not had any feedback from Afrocentric since. According to Well Worx they have escalated the matter to Afrocentric who advised it was an IT Issue that they will resolve by yesterday as per Geraldine one of the mangers from Well Worx.

I will definitely not recommend this policy to anyone at all due to the extreme poor unacceptable service delivery received!!!