Sanlam responds to reader’s complaint

Since the two-fund pension system was implemented on September 1, pension fund members have so far claimed a total of R21.4 billion from their pension fund savings, according to the South African Revenue Service.

It seemed simple, but one of our readers complained that it was not that simple to submit their withdrawal request to the Sanlam fund manager.

The reader complained about trying for weeks to just get the required form.

“Even the online QR link provided by Sanlam is a dead link. The application does not exist on Playstore.

“A lot of people are complaining and all they are telling everyone is that the matter has been passed to Corporate to speed up the process. Which makes no sense, because I read in all the reviews from a month ago that everyone had the same story.

To the question if it is true that people are having trouble getting the forms, that there are problems with the QR link, that the app is also not working and people are complaining about it for a month, Sanlam responded that Sanlam Corporate has implemented a digital and automated process for withdrawals from the emergency savings pot to ensure a simple, efficient and secure system for members.

“We are surprised to hear that your reader has had difficulty accessing the forms through the various channels and would be willing to help if contacted directly.

“The Sanlam Portfolio app and QR codes are fully functional from day one of implementation.

ALSO READ: Two-pot pension system: Sanlam receives 66,000 applications for R1.3 billion

75% of the 2,500 daily two-pot pension requests are on the Sanlam application

“On average, Sanlam Corporate receives 2,500 claims per day and its members submit 75% of these through the Sanlam Portfolio app, specially designed to enable our valued members to manage their retirement benefits and savings with confidence. »

Sanlam says the app is a powerful tool and allows Sanlam to manage a large volume of claims. Members can download and install the app from Google Play or Apple stores or by scanning QR codes.

However, Sanlam says members who are still registered on the MyRetirement app, which has been removed, can uninstall it and then download and install the new Sanlam Portfolio app from Google Play or Apple. The login process remains unchanged.

Sanlam explains that manual forms take longer to process, while significantly increasing the risk of fraudulent claims.

“Acceptance of manual forms is limited to cases where members wishing to submit a claim are not employees and there is no employer-employee relationship.

“The form can be obtained from our Member Contact Center or at sanlamonline.co.za/login as an alternative to log in from a PC. A member can also get help at our Bellville and Centurion walk-in centers.

Sanlam says it apologizes for any frustration felt by the reader and remains committed to helping them with their query.