A Deeply dissatisfied customer

Dear Santam

I have had a policy with you guys for coming onto 2 years now. On the 10th of February 2026 our washing machine refused to come on. I then contacted my broker and an repairman/electrician was sent out to my property to diagnose the problem. He had then confirmed due to the numerous storms, the washing machine had collected water and stopped working. A claim was then filed to which Santam informed me that they will not be replacing the washing machine due to the machine been kept out in the open. However, the washing machine is within a shelter that extends to the length of the house and more than covers the width and length of the washing machine itself. According to my broker the shelter does not conform to what Santam has listed as a shelter because our shelter is open ended instead of closed. However, as per the report it is due to storm damage and further more I was not informed that only contents inside the house where covered nor does it state that on my policy. In addition to taking out the policy, I was not asked where each is appliance is placed or has anyone been to my property to inform me that we would not be covered if the appliance is out of the property within a shelter. Whether the shelter is open ended or not should not be an issue as a shelter is a shelter and as per the dictionary a shelter is defined as something that offers protection, it does not say only if a shelter is closed on both ends then only it offers protection. Also, we are covered for storm damage but are not covered for the damages to appliances in the area in which storms occur which is outside.

From the correspondence I have received from Santam I gather that the expense is for my own pocket. It is now 2 weeks without a washing machine, with the major inconvenience, I still have to deal with the fact that I am not getting what I pay for.

With that been said I will be looking at moving my business elsewhere as I was uninformed about the policy and what I am covered for. I am the consumer and these are things that should be brought to ones attention and not made an assumption.

I am deeply dissatisfied with the service and cover by Santam. This is not "Insurance Good and Proper", nor is it "live in the moment, not in the worry" type on insurance