Awful and pathetic service with poor communication from IntegriSure / Santam

I would like to raise my dissatisfaction of the poor service I received from IntegriSure / Santam. I had a minor accident on the 25th of November with my BMW where I hit something I thought it was pavement due to poor visibility due to rain along Christian De Wet road in Radiokop (JHB). I have registered a claim them couple days later. It was a minor accident where my car damaged the sump underneath and also damaged the front right tyre.

The claim is dragging for more than two months still not finalized, no feedback received until I call in to request an update. An assessor came to check the damage of my car on the 15th and a lady by the name of Yolandi called me on the same day to get further information about the accident and requested a form to be filled and signed regarding information about my previous insurers. I sent back the form on the 15th and since then it just went quiet no update whatsoever until I called on the 5th January for an update. Later in the afternoon on the 5th I was informed that there are some inconsistencies on my claim and they appointed a second assessor to review my claim. I received a call from the assessor Mr. Daniel van Coller who requested private and personal details including access to my call records and banking accounts which I wasn't not comfortable to share such information as I believe it was infringing my privacy. I then requested them as to why am I investigated? I had major claims in the past and I was never requested so much personal and private information and investigation to request me to go to the accident scene. The damage on my car is minor, no damages on the body, the car can start, no damage on the engine, the gearbox is fine, car can select gears, just that the car couldn't move.

I have been using IntegriSure for more than a decade and this is a second time I'm having poor service with them, first incident I have email trails as proof. I have provided more than eight referrals who are currently been insured by IntegriSure, I recently referred another friend of mine and I never even received anything as a token of appreciation and gratitude and yet I continue receiving such an awful service when it comes to claiming. One of my friend whom I referred to IntegriSure also had a claim slightly similar to mine and his car had more damaged than my car including the bumper, wheel and fender which the claim amounted to more than 60K and he was never been subjected to such investigation. His claim was dealt seamlessly with no issues, why am I treated differently and yet the damage on my car was even minor than his?

As mentioned above, IntegriSure has been dragging their feet to get my claim finalized, sending me from pillar to post and I informed them that I don't have an alternative I needed my car to be fixed ASAP, yet my plea went to deaf ear until I decided to resort on fixing my car myself. I took my car to a BMW approved workshop when the costed me about 35K to get it fix. To date, a claim that was logged last year is still not finalized, last communication was on the 3rd of February 2026, that my claim has been referred further to Santam and will take 7 days for a decision and they informed me that they will not be liable for currently claimed damages after 12 months of the claim being registered, my vehicle cover will be amended to 3rd Party only until I provide them with a proof of repairs and Dekra roadworthy report.

Furthermore, they have poor and unreasonable products, I have a remote control cover, when I wanted to log a claim for my broken remote control for my TV set, the excess for the remote control is 2K and yet a remote control is less than the amount one has to pay for the excess, how pathetic is that? Basically I couldn't claim for the remote control because I had to pay 2K excess for a remote control which will cost less than 1K, shame on you IntegriSure.

I'm very disappointed about IntegriSure / Santam with the awful service I received, having being a loyal client for them for years and I would never refer or recommend anyone. I even informed all my friends I referred them to IntegriSure to reconsider their policy covers as I'm doing the same and I'm in a process of cancelling my policy after being with them for more than a decade. Since they are not valuing me as a client, I will also render my dissatisfaction on social media platforms about their poor service and hopefully they will value the reputational damage that this will cause.