WW
Wynand W
1 reviews | Active since Aug 2025
11 Aug 2025, 14:31
Absolutely pathetic service from Santam.
Absolutely pathetic service from Santam. 3 months ago I was involved in an accident in which a lady hit my car from behind, through no fault of my own. Since I have only 3rd party insurance I needed to claim from her insurance for my damages. After a leanthy process during which I was refered to multiple different departments(even Capetown, I live in Pretoria) I eventually managed to submit all the documents they asked for. My broker was also of great help in this regard although they are not dealing with the claim directly. Since then my last feedback on the claims progress was 3 weeks ago. I have tried to call their call centre multiple times with no one picking up even after holding for 20+ minutes at a time. I have send email upon email with no response. I have logged several call me back requests on their website with no response. In the meantime my car is a major hazzard to continue driving in its current state but unfortunately I have no choice. I myself have been a client of Santam for over 10 years and I have never experienced anything like this. Seems they are very punctual in collecting the premiums but when it come to claiming they couldn't care less about you. Absolutely pathetic.
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Replies (4)
Santam's replyOfficial
11 Aug 2025, 14:36Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
Santam's reply11 Aug 2025, 14:36
Official
Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
WW
Wynand W's updateReviewer Update
12 Aug 2025, 09:42Still no reply from Santam, not in response to this review nor any of the emails or call me back requests send to them. They just couldn't care less to respond regardless of the situation their clients may find themselves in.
WW
Wynand W's update12 Aug 2025, 09:42
Reviewer Update
Still no reply from Santam, not in response to this review nor any of the emails or call me back requests send to them. They just couldn't care less to respond regardless of the situation their clients may find themselves in.
WW
Wynand W's updateReviewer Update
12 Aug 2025, 13:43So after yet another comment Santam finally decided to respond stating that I am important to them although I am inclined to believe it is rather because of my review.
I was originally asked by them to submit a list of documents which i did. The RC1 was outstanding as the only one on file with my broker is not for my vehicle. Since it was lost during moving I went to make an avidavid stating that i am the owner of the vehicle and provided details on how the original document was lossed. I furthermore had to renew my licence disc and I send a copy of the document befor cutting out the disc section to my broker which they then submitted to Santam.
After said documents were submitted i got a phonecall from a representative of their legal department in which she said that she has compared the received documents with the details of my vehicle on file as part of my insurance policy with them and she has found that all the details matched and that she therefore accept this as valid proof of ownership. She also stated that she got the opinion of two of her colleagues who also agreed. After that I received another email asking for two additional documents that were outstanding(no further mention of the RC1) which I then submitted.
After that I received no further feedback for almost 3 weeks which is when I started to attempt to call them and send emails with the aforementioned no response.
Today after going through all of this I got an email stating that they still require the RC1 as the one I submitted is not the correct one. This was concluded more than 2 months ago already and since then all of the above transpired.
This means that the internal departments are not communicating with each other and that the relevant documents and information are not reaching the correct people.
The worse part is that on top of all that they did not bother to reach out to me and I am therefore under the impression that they did not intend to process my claim.
In the meantime I am driving with a severely damages vehicle out of naccesaty al along being under the impression that my claim is being processed only to find out that it has gone completely cold.
This is extremely unprofessional from a company that I entrust my and my properties well-being to. I have been a loyal client for more that 10 years, denying multiple attempts from other competing companies to win me over with cheaper premium as I have always believed Santam to be a reputable organisation worh the extra on premiums every month. Today I no longer feel that the service one gets justifies anything.
This is beyond unprofessional and utterly disappointing.
I expect a senior person form the legal department to contact me ASAP.
I was originally asked by them to submit a list of documents which i did. The RC1 was outstanding as the only one on file with my broker is not for my vehicle. Since it was lost during moving I went to make an avidavid stating that i am the owner of the vehicle and provided details on how the original document was lossed. I furthermore had to renew my licence disc and I send a copy of the document befor cutting out the disc section to my broker which they then submitted to Santam.
After said documents were submitted i got a phonecall from a representative of their legal department in which she said that she has compared the received documents with the details of my vehicle on file as part of my insurance policy with them and she has found that all the details matched and that she therefore accept this as valid proof of ownership. She also stated that she got the opinion of two of her colleagues who also agreed. After that I received another email asking for two additional documents that were outstanding(no further mention of the RC1) which I then submitted.
After that I received no further feedback for almost 3 weeks which is when I started to attempt to call them and send emails with the aforementioned no response.
Today after going through all of this I got an email stating that they still require the RC1 as the one I submitted is not the correct one. This was concluded more than 2 months ago already and since then all of the above transpired.
This means that the internal departments are not communicating with each other and that the relevant documents and information are not reaching the correct people.
The worse part is that on top of all that they did not bother to reach out to me and I am therefore under the impression that they did not intend to process my claim.
In the meantime I am driving with a severely damages vehicle out of naccesaty al along being under the impression that my claim is being processed only to find out that it has gone completely cold.
This is extremely unprofessional from a company that I entrust my and my properties well-being to. I have been a loyal client for more that 10 years, denying multiple attempts from other competing companies to win me over with cheaper premium as I have always believed Santam to be a reputable organisation worh the extra on premiums every month. Today I no longer feel that the service one gets justifies anything.
This is beyond unprofessional and utterly disappointing.
I expect a senior person form the legal department to contact me ASAP.
WW
Wynand W's update12 Aug 2025, 13:43
Reviewer Update
So after yet another comment Santam finally decided to respond stating that I am important to them although I am inclined to believe it is rather because of my review.
I was originally asked by them to submit a list of documents which i did. The RC1 was outstanding as the only one on file with my broker is not for my vehicle. Since it was lost during moving I went to make an avidavid stating that i am the owner of the vehicle and provided details on how the original document was lossed. I furthermore had to renew my licence disc and I send a copy of the document befor cutting out the disc section to my broker which they then submitted to Santam.
After said documents were submitted i got a phonecall from a representative of their legal department in which she said that she has compared the received documents with the details of my vehicle on file as part of my insurance policy with them and she has found that all the details matched and that she therefore accept this as valid proof of ownership. She also stated that she got the opinion of two of her colleagues who also agreed. After that I received another email asking for two additional documents that were outstanding(no further mention of the RC1) which I then submitted.
After that I received no further feedback for almost 3 weeks which is when I started to attempt to call them and send emails with the aforementioned no response.
Today after going through all of this I got an email stating that they still require the RC1 as the one I submitted is not the correct one. This was concluded more than 2 months ago already and since then all of the above transpired.
This means that the internal departments are not communicating with each other and that the relevant documents and information are not reaching the correct people.
The worse part is that on top of all that they did not bother to reach out to me and I am therefore under the impression that they did not intend to process my claim.
In the meantime I am driving with a severely damages vehicle out of naccesaty al along being under the impression that my claim is being processed only to find out that it has gone completely cold.
This is extremely unprofessional from a company that I entrust my and my properties well-being to. I have been a loyal client for more that 10 years, denying multiple attempts from other competing companies to win me over with cheaper premium as I have always believed Santam to be a reputable organisation worh the extra on premiums every month. Today I no longer feel that the service one gets justifies anything.
This is beyond unprofessional and utterly disappointing.
I expect a senior person form the legal department to contact me ASAP.
I was originally asked by them to submit a list of documents which i did. The RC1 was outstanding as the only one on file with my broker is not for my vehicle. Since it was lost during moving I went to make an avidavid stating that i am the owner of the vehicle and provided details on how the original document was lossed. I furthermore had to renew my licence disc and I send a copy of the document befor cutting out the disc section to my broker which they then submitted to Santam.
After said documents were submitted i got a phonecall from a representative of their legal department in which she said that she has compared the received documents with the details of my vehicle on file as part of my insurance policy with them and she has found that all the details matched and that she therefore accept this as valid proof of ownership. She also stated that she got the opinion of two of her colleagues who also agreed. After that I received another email asking for two additional documents that were outstanding(no further mention of the RC1) which I then submitted.
After that I received no further feedback for almost 3 weeks which is when I started to attempt to call them and send emails with the aforementioned no response.
Today after going through all of this I got an email stating that they still require the RC1 as the one I submitted is not the correct one. This was concluded more than 2 months ago already and since then all of the above transpired.
This means that the internal departments are not communicating with each other and that the relevant documents and information are not reaching the correct people.
The worse part is that on top of all that they did not bother to reach out to me and I am therefore under the impression that they did not intend to process my claim.
In the meantime I am driving with a severely damages vehicle out of naccesaty al along being under the impression that my claim is being processed only to find out that it has gone completely cold.
This is extremely unprofessional from a company that I entrust my and my properties well-being to. I have been a loyal client for more that 10 years, denying multiple attempts from other competing companies to win me over with cheaper premium as I have always believed Santam to be a reputable organisation worh the extra on premiums every month. Today I no longer feel that the service one gets justifies anything.
This is beyond unprofessional and utterly disappointing.
I expect a senior person form the legal department to contact me ASAP.
WW
Wynand W's updateReviewer Update
12 Aug 2025, 15:39This is how Santam operates, I get an email from an address I cannot reply to saying 'address not found'.
So once again im back to square 1 with no way of replying to emails and no one assisting any further.
So once again im back to square 1 with no way of replying to emails and no one assisting any further.
WW
Wynand W's update12 Aug 2025, 15:39
Reviewer Update
This is how Santam operates, I get an email from an address I cannot reply to saying 'address not found'.
So once again im back to square 1 with no way of replying to emails and no one assisting any further.
So once again im back to square 1 with no way of replying to emails and no one assisting any further.