RE: CLAIM SUBMISSION AND HANDLING ISSUES WITH INTEGRISURE/ SANTAM

On 6 July 2025, I was involved in a car accident. I subsequently submitted a claim to Integrisure on the 07th of July 2025, I further submitted all the necessary documentation for claim processing. A week later, upon following up, I was informed that a loss adjuster will come for an interview. The loss adjuster subsequently visited my residence. I provided him with all the necessary information, and he informed me that the turnaround time is 10 working days. He also suggested that it could take less than the 10 days on the 08th day I then reached out to Integrisure to inquire on the status of my claim. They informed me that they are currently awaiting the loss adjuster’s report nevertheless, it would be finalized in two days. Three days later, I sent an sms to Integrisure to inquire about my claim. They subsequently indicate that they have received the report from the loss adjuster, which has been given to Santam for final evaluation to facilitate the conclusion of a claim. The guy helping me further explained that the procedure typically takes two days to get feedback. Subsequent to a two-day interval, I sent another sms to Integrisure to inquire about the status of my claim. I was then informed that a claims expert would call me back. I then got a text message from the loss adjuster requesting information on where I was insured from 2019 to 2023.

I informed the loss adjuster that prior to me joining Integrisure 2023, I was with ABSA (IDirect). He then informed me that when he contacted Absa, they indicated that I was never insured with them and that I only had a quotation in 2024. I then contacted ABSA to verify my prior insurance coverage with them before transitioning to Integrisure, they then sent me a confirmation letter which I then forwarded to the loss adjuster.

The unsettling aspect of this situation is the insurance company with whom I am currently insured with is requesting data about my enrollment with them ( I mean they should have this information at their disposal).

I have previously engaged with Integrisure and have never encountered such treatment. I am now battling with my health, however the insurance company makes matters worse. These individuals persistently want information in fragments, which is really frustrating. I understand the need for thorough investigations; nevertheless, in my situation, I saw their actions as an attempt to induce frustration.

It is important to note that on 6 August 2025, one full month will have elapsed with no definitive resolution in sight.