User Expirience (UX)

Sanlam could do way better to communicate and interact with it's clients. Their emails and website seem intentionally designed to confuse clients. Last month I discovered I have extra cash in my account, which I usually do not touch until two or three days after my salary is deposited. I missed a payment and, as a reminder, all I received was one email with confusing instructions and steps to login to their portal to download a more confusing Pdf with further instructions to make the payment via manual bank deposit or eft.

I tried whatsapp which was of no help at all, the chat-to-consultant option is not available after mid-day. When calling the client services the bot asks you to 'speak' your ID number, which it does not recognise and then asks you punch it in and hangs up on you.

I was finally able to pay via Eft but still waiting for confirmation but ultimately the expirience left me feeling that they intentionally designed their system to see us fail.