RAN INCOMPETENCE OF AON AND SANTAM IS SHOWING

Item: Aon South Africa Pty Ltd
Rating: 2
Author: Gareth G

We were lumped in with AON several years ago when our insurance with SANTAM was ceded to them after they purchased our much smaller broker. We were off to a reasonable start, but since then then the service has been disgusting, with increasingly poor personal brokers assigned. SANTAK itself has been getting bad, obviously putting their shareholders interests before policyholders. Hence I do NOT recommend AON nor do I recommend SANTAM anymore. For example today, I ask: "We have large tree blown down in the garden in the 120kph winds. What are my options". You would think the response would be "These are your options under Santam home owners and also the AON add-ons..." But no, I get told that the person cannot handle claims. THAT IS NOT WHAT I ASKED FOR. AND I ASKED TWICE AS WELL. Rank incompetence.

Helpful (0)

Replies (1)

Aon South Africa Pty Ltd's replyOfficial

13 May 2026, 10:01

Good day Gareth,

We acknowledge receipt of your complaint and regard same in a serious light. Please know this matter is receiving our urgent attention.

You will be contacted directly by one of our staff to assist in resolving 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

Kind regards,

Aon Operations Compliance Team

Aon South Africa Pty Ltd's reply13 May 2026, 10:01

Official