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Gareth G

1 reviews | Active since Jul 2009

23 Sept 2025, 11:43

AON ONCE AGAIN DROPS THE BALL

Shocking experience with a claim. Negligible backup from broker, AON (By Design) and insurer Santam Our house owners policy applies - all or R 1 000 per month - for what?

Had an incident involving damage to our geyser caused by municipal shutdown and problematic startup of the bulk water supply. Reported it on 18-09-25. PLumbing team was on site same day and effected the repair very efficiently. However the applause ends there.

Broker entered it as an extension of cover under "Geyser Maintenance" however. And used the phrse "Own Damage". Santam only processed it under some Home Assistance aspect of the policy AON By Design. AON'S note to Santam erroneously and prejudicially contained the words "Own Damage" so repair components to the geyser are now not being paid by the insurer, only the labour. Have now sent three of four emails to the officials involved at Santam and AON - ZERO RESPONSE. Plumber has now invoiced me for the spare parts, that were destroyed by the Municipality's accident. Why does one always have to escalate a claim these days? The rank incompetence and inadequate file work by this once powerful short term insurer is becoming legendary. For example: Their paperwork is so inappropriate that I received letter from two different desktop assessors appointed on the same job.

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Replies (1)
Aon South Africa Pty Ltd
Aon South Africa Pty Ltd's reply25 Sept 2025, 09:44
Official
 Good day Gareth,  We acknowledge receipt of your complaint.  We regard this matter in the most serious light and please know that it is receiving our urgent attention.  You will be contacted shortly to resolve this complaint.  Kindly note that if the complaint is not resolved within 6 (six) weeks hereof or if the complaint is not resolved to your satisfaction, you have the right to proceed to lodge a complaint with the relevant ombudsman within 6 (six) months hereof.  For complaints which relate to the “Advice” or “Intermediary service” rendered by your broker :  Details of the FAIS Ombudsman are as follows:   | Physical Address: Postal address:        Tel:        Fax:          Email:            Web:            | 125 Dallas Avenue, Menlyn Central, Waterkloof Glen, Pretoria 0010 PO Box 41, Menlyn Park, 0063 +***0 / +***86 *** ***   www.faisombud.co.za   For complaints which relate to the “Insurance Product”  Details for the National Financial Ombud Scheme South Africa (NFOSA) are as follows:   | Address:                       Tel:                 Email:             Web:              | Johannesburg - 110 Oxford Rd, Houghton Estate, Gauteng, 2198. Cape Town - Claremont Central Building, 6th Floor, 6 Vineyard Road, Claremont, Western Province, 7700. ******www.nfosa.co.za For complaints which relate to a “Medical Scheme”:  Details for the Council of Medical Schemes are as follows:  Tel:                                                                   *** Email:                                                               *** Website:                                                           www.medicalschemes.co.za  We have cc’d the relevant contact personnel who will investigate the complaint further.  Kindly contact us with any further queries.  
Aon Operations Compliance team

Best regards,