Ambiguous Cover offered at a snails pace

MY REVULSION OF YOUR SUCCESS AND EXISTANCE!

To say I find your service distasteful would be an understatement. I’m not happy at all with the cover you provide along with my personal experience dealing with your organization. My monthly contribution is currently R 3, 500, amounting to an annual contribution of roughly R 42, 000. This might be a small drop in your ocean of deceit however, "word of mouth" I’m sure can prove to be rather brand damaging. I will follow the approach of an empty vessel in this regard spreading the word of your pathetic/bad business practices.

THE BACKGROUND On the 26th of October I approached my Broker (the only innocent party in this scenario) to advise that 1 of my 2 gate motors just stopped working. I was requested to arrange an assessment from a gate motor repair consultant. I contacted a gate motor consultant (provided by my Broker) who performed the required assessment. The findings stated that the one motor stopped working due to an electrical fault which blew the motherboard and battery. The suggestion offered by the gate motor consultant was simple, replace the motors as a repair would exceed the price of a new unit. The next day the second motor stopped working with the same symptoms upon inspection. I sent these findings to my Broker who then requested a replacement quotation. I made contact with the gate motor consultant and requested a replacement quotation for both gate motors. I provided with my Broker with the requested quotation upon receipt thereof. The replacement of these 2 gate motors amounted to R 15, 000.

YOU RESPONSE Upon submission of the quotation, feedback was provided by my Broker stating that Santam will only settle R 4, 000 of the requested R 15, 000 on the basis that the 2 motors be treated as 1 electrical failure….What a joke! Really! Here’s a question for you, if I exit my home do I see 1 or 2 motors? Did they break at the same time? This sets off alarm bells regarding the legitimacy of your claims policy. So you decline full replacement of my gate motors and respond with a measly R 4, 000 accompanying the statement that this is regarded as 1 power surge instance…? Talk about insulting my intelligence. Question, why bold title residential structures if this is a contents category within the policy? This is how much sense you make with your response - if I were to suffer damage to my house walls you will expect me to have cover listed under my buildings cover not under my contents cover, thanks for confusing us all to evade pay-outs that are valid in nature.

THE VERY MANY DEFINITIONS YOU HIDE BEHIND Your insurance terms and conditions section states the following “Mechanical, electrical or electronic breakdown” up to R 40, 000 on my policy. Although this is listed under the residential structures heading. Your response provided is that this pertains to contents (WOW that makes perfect sense when you specify structures under this category), that being said, here comes another curve ball - the building definition in your policy further-on states “Buildings / Private residential structures” include boundary and other walls, gate posts, gates (including all the machinery related to the gates), fences (other than hedges). I have taken complete cover with your organization and I would be lying if I say I am in any way satisfied.

MY ARGUMENT The replacement value well exceeds the amount provided by Santam. Firstly, let’s review the definition of “insurance” it is said to be an arrangement by which a company (SANTAM) undertakes to provide a guarantee of compensation for specified loss, for payment of a specified premium. So in perspective you have FAILED to perform your core function “YOU HAVE FAILED ME” thanks for that I guess. Secondly, the assessment report stated “electrical fault” not “power surge”. I am sure most would agree, an insurance policy contains an array of definitions designed to confuse the understanding of any avid reader. Why would the pay-out not be R 10, 000 then? I will attempt to, in simple terms illustrate how this should have been calculated as I’m sure this might be a bit challenging for those whom you employ to perform activities in our organization. So follow closely, 2 gate motors X R 5, 000 (power surge as categorized by YOU) = R 10, 000 Not R 4, 000 (which you claim is R 5, 000 less R 1, 000 excess). You have more than enough to time to prepare a reasonable response to my concerns however, I’m certain the magnitude of your NOW organization will not allow for this. One thing that I can guarantee you is, I may not make waves big enough to get your attention now, but through the many ripples to follow, I’m sure, I will negatively impact your future business. Signed YOUR CLIENT THAT DESPISES YOUR EXISTANCE