Santam

SANTAM MOTOR CLAIM I am extremely disappointed and frustrated with the manner in which my third-party motor claim has been handled by Santam. My vehicle has been standing for months and cannot be used safely due to damage to the left-hand side door and a window that can no longer close properly. As a result, I have had to rely on Uber and other transport every day to get my wife and children to school and to get to work. The situation has also been made worse by the recent rain, as water is entering the vehicle through the damaged window, causing further deterioration. What is particularly concerning is that I have made every effort to provide evidence supporting my version of events. I have provided: • Photographs of my vehicle and the damage • Photographs of the accident scene/road • My accident report and sketch • A witness statement • The contact/details of the witness who came forward on the day • Repair quotations that I personally paid to obtain • Additional information requested during the claims process Furthermore, the Santam-insured driver stated in the accident report that he collided with my vehicle. Despite this, my claim has remained unresolved for months. I have repeatedly requested that Santam send an assessor to physically inspect my vehicle so that the damage can be assessed and compared with my accident report, photographs, sketch and witness evidence. To date, I have not received the level of assistance or professional handling that I believe is reasonable in these circumstances. I am not asking Santam to simply accept my version of events. I am asking for a fair, proper and evidence-based investigation. If there is a dispute regarding liability, then I expect Santam to explain clearly what evidence they are relying on to dispute my claim and why the evidence I have supp**** has apparently not been given sufficient consideration. The way this matter has been handled has left me feeling that my concerns and the evidence I have provided are not being taken seriously. I am also extremely dissatisfied with the communication and professionalism I have experienced from the individuals handling the claim. I have been patient for months, but my vehicle remains unusable, my family and I are incurring ongoing transport expenses, and my vehicle is suffering further damage because the window cannot be properly closed. Santam – this is not simply an inconvenience anymore. It is causing ongoing financial and practical hardship to my family. I am requesting that this matter be escalated to a senior manager/complaints department and that Santam conduct a proper review of the claim, including consideration of all evidence submitted and an appropriate physical assessment of my vehicle. I would also like Santam to consider reimbur*****t/compensation for the reasonable transport expenses I have incurred as a direct consequence of my vehicle being unusable, as well as the deterioration and additional damage caused by the prolonged delay. Claim number: [***] I hope Santam will now address this matter with the urgency, professionalism, fairness and integrity that I believe a customer should be able to expect from a major South African insurer.