Sanlam
Verified Business
Sanlam
Verified Business
1,442 Reviews (last 12 months)
Responds in 5 hours 13 min
Scores reflect the Overall AI Score for each category
AI Review Summary
Based on recent customer reviews, Sanlam faces severe and widespread criticism across virtually every service dimension. Customers consistently report extreme delays in claims and fund withdrawals, total communication breakdowns, billing errors including unauthorized debits, and a deep erosion of trust. While a small number of reviewers praise individual consultants who go above and beyond, the overwhelming pattern reflects systemic operational failure and a customer base that feels ignored, misled, and financially harmed.
Top Strengths:
- •Customer Service & Professional Guidance: A handful of named consultants such as Theresia Magoro, Daryl Simon, Noxolo Mafongosana, and Owami Sopami receive glowing individual praise for patience, professionalism, and taking ownership, standing out against a largely negative backdrop.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
3.4Trustindex Rating
#8Ranked In Investments & Wealth
5 hours 13 minutesAverage Time To Reply
-69 NPSRecommended: Unlikely
Replied to 93% of negative reviews
Typically takes less than 5 hours 19 min to reply
TrustIndex
3.4
Score
Ranking
#8
in Investments & Wealth
Avg Reply
5 hours 13 minutes
NPS Score
-69
Recommended: Unlikely
Replied to 93% of negative reviews
Typically takes less than 5 hours 19 min to reply
Review Distribution
1.2|1,442 Reviews
May '25 - Apr '26
5(3.8%)
4(0.6%)
3(1.1%)
2(3.9%)
1(90.6%)
5(3.8%)
4(0.6%)
3(1.1%)
2(3.9%)
1(90.6%)
Recent reviews (1,442)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
MM
Micheal M
1 reviews | Active since Jan 2020
19 Mar 2026, 10:10
Pension fund not being paid
Very disappointed with Sanlam. I’ve been waiting months for my claim, and only get updates when I follow up. No clear timelines, just “in progress.” No updates unless I call Sanlam. "Kindly note that your claim is currently in progress bank validation process completed. your claim is waiting for the specialist to check for all contributions for receipting." The month is almost over , when will I be paid? This delay is unacceptable.
Helpful (0)
|Replies (0)MM
Micheal M
1 reviews | Active since Jan 2020
19 Mar 2026, 10:10
Pension fund not being paid
Very disappointed with Sanlam. I’ve been waiting months for my claim, and only get updates when I follow up. No clear timelines, just “in progress.” No updates unless I call Sanlam. "Kindly note that your claim is currently in progress bank validation process completed. your claim is waiting for the specialist to check for all contributions for receipting." The month is almost over , when will I be paid? This delay is unacceptable.
0
Replies (0)RG
PV
PORCIA V
1 reviews | Active since Jan 2020
19 Mar 2026, 09:13
Sanlam Sucks
The worst service ever. I have been holding for 45 minutes with no service. Whatts app the same. I am disgusted that your service is this bad. I fully understand now why clients is leaving. My cost for this call is not covered by your company have some consideration for your clients
Helpful (0)
|Replies (0)PV
PORCIA V
1 reviews | Active since Jan 2020
19 Mar 2026, 09:13
Sanlam Sucks
The worst service ever. I have been holding for 45 minutes with no service. Whatts app the same. I am disgusted that your service is this bad. I fully understand now why clients is leaving. My cost for this call is not covered by your company have some consideration for your clients
0
Replies (0)MS
Manie S
1 reviews | Active since Jan 2020
19 Mar 2026, 07:53
Poor Service – Pension Fund Transfer
I wish to raise a formal complaint against Sanlam Employee Benefits regarding ongoing poor service and lack of response. As a broker assisting a client with the transfer of a pension fund to a preservation fund, I have submitted multiple emails and follow-ups without receiving any acknowledgement or feedback. This has caused unnecessary delays and is negatively impacting the client. Such lack of communication is unacceptable and not in line with expected industry standards or Treating Customers Fairly (TCF) principles.
Helpful (0)
|Replies (0)MS
Manie S
1 reviews | Active since Jan 2020
19 Mar 2026, 07:53
Poor Service – Pension Fund Transfer
I wish to raise a formal complaint against Sanlam Employee Benefits regarding ongoing poor service and lack of response. As a broker assisting a client with the transfer of a pension fund to a preservation fund, I have submitted multiple emails and follow-ups without receiving any acknowledgement or feedback. This has caused unnecessary delays and is negatively impacting the client. Such lack of communication is unacceptable and not in line with expected industry standards or Treating Customers Fairly (TCF) principles.
0
Replies (0)TB
Thembelihle B
1 reviews | Active since Jan 2020
19 Mar 2026, 07:14
Sanlam **** me my two pot
I guess Sanlam only respond to people on hello Peter I sent emails twice and still no help after here I’m going straight to the ombudsman I promise, I wanted to check if my banking details were changed from the 2 pot I pretended as if I’m claiming as soon as it get to banking details I see that they changed I decide to just cancel everything I even took a screenshot on the 5th on much when I go back and check again my money is missing how is that even positive because I didn’t claim and the money that is missing is the one I pretended to claim how is that possible I sent emails after emails nothing
Helpful (0)
|Replies (0)TB
Thembelihle B
1 reviews | Active since Jan 2020
19 Mar 2026, 07:14
Sanlam **** me my two pot
I guess Sanlam only respond to people on hello Peter I sent emails twice and still no help after here I’m going straight to the ombudsman I promise, I wanted to check if my banking details were changed from the 2 pot I pretended as if I’m claiming as soon as it get to banking details I see that they changed I decide to just cancel everything I even took a screenshot on the 5th on much when I go back and check again my money is missing how is that even positive because I didn’t claim and the money that is missing is the one I pretended to claim how is that possible I sent emails after emails nothing
0
Replies (0)nM
nhlanhla M
1 reviews | Active since Jan 2020
19 Mar 2026, 06:29
Pension fund withdrawal - Sanlam Corporate
I am still waiting for my pension fund withdrawal after being told the process takes up to 30 working days. It has now been well over 30 days, and I have received nothing. This experience has been extremely frustrating, and the service has been far below acceptable standards. I will never use Sanlam again — this has been the worst service I have ever received.
Helpful (0)
|Replies (0)nM
nhlanhla M
1 reviews | Active since Jan 2020
19 Mar 2026, 06:29
Pension fund withdrawal - Sanlam Corporate
I am still waiting for my pension fund withdrawal after being told the process takes up to 30 working days. It has now been well over 30 days, and I have received nothing. This experience has been extremely frustrating, and the service has been far below acceptable standards. I will never use Sanlam again — this has been the worst service I have ever received.
0
Replies (0)aM
abel M
1 reviews | Active since Jan 2020
18 Mar 2026, 16:44
Worst service ever
Most ridiculous service,worst service ever,I submitted my application of termination (withdrawal )on the 26th of February 2025,the was no communication until I made a follow-up after 2weeks I'm taken to pillar to post their phones never get through even on whatsap no response,yesterday I made a follow-up again after 45 minutes the phone was answered and I'm told I must re submit the very same form.im so disappointed with their service,it's actually disgusting .
Helpful (0)
|Replies (0)aM
abel M
1 reviews | Active since Jan 2020
18 Mar 2026, 16:44
Worst service ever
Most ridiculous service,worst service ever,I submitted my application of termination (withdrawal )on the 26th of February 2025,the was no communication until I made a follow-up after 2weeks I'm taken to pillar to post their phones never get through even on whatsap no response,yesterday I made a follow-up again after 45 minutes the phone was answered and I'm told I must re submit the very same form.im so disappointed with their service,it's actually disgusting .
0
Replies (0)KS
Keisha S
1 reviews | Active since Jan 2020
18 Mar 2026, 15:58
Sanlam customer service
I am writing to express my dissatisfaction with the service I have received from Sanlam Investment Services. I submitted an application to withdraw funds from my tax-free savings account on 6 March 2026. Unfortunately, I did not receive any correspondence thereafter to confirm receipt of my application or to advise whether any additional documentation was required. On 17 March 2026, I contacted your department to follow up. During this call, I was initially informed that no application had been received. However, upon further investigation, the agent located my email in an alternative folder where it had been overlooked. Following this, I promptly resubmitted my application as advised. As a result of this oversight, my request has now been delayed unnecessarily, estimated completion date: 1 April, despite being submitted timeously earlier in the month. This experience has been extremely frustrating and reflects poorly on the level of customer service provided. I would appreciate your urgent attention to this matter and feedback on the status of my application.
Helpful (0)
|Replies (0)KS
Keisha S
1 reviews | Active since Jan 2020
18 Mar 2026, 15:58
Sanlam customer service
I am writing to express my dissatisfaction with the service I have received from Sanlam Investment Services. I submitted an application to withdraw funds from my tax-free savings account on 6 March 2026. Unfortunately, I did not receive any correspondence thereafter to confirm receipt of my application or to advise whether any additional documentation was required. On 17 March 2026, I contacted your department to follow up. During this call, I was initially informed that no application had been received. However, upon further investigation, the agent located my email in an alternative folder where it had been overlooked. Following this, I promptly resubmitted my application as advised. As a result of this oversight, my request has now been delayed unnecessarily, estimated completion date: 1 April, despite being submitted timeously earlier in the month. This experience has been extremely frustrating and reflects poorly on the level of customer service provided. I would appreciate your urgent attention to this matter and feedback on the status of my application.
0
Replies (0)