AON/SANTAM INSURANCE- A DISAPPOINTING ENCOUNTER!

After years of being Aon client without a claim. This January I submitted a claim because I suspected that my roof is leaking post last year heavy rains(October) we noticed increasing change in colour of the ceiling and walls(mould).

Mr. Jabulani Msibi appointed as client advisor told me the management was scrutinizing the claim. After which the assessor was sent who made an assessment then sent a contractor to make a quotation( to me you wouldn't sent a contractor if the claim is rejected) but anyway we had no correspondence if the claim was successful or not.

After time lapsed with no feedback I contacted Mr. Msibi(27/01/25) who told me the initial assessor was sick so they have moved it to someone else who was going to contact me . I had to remind him that the assessment and quotation was already done. I called him several times for follow-up of which he always seem to be unsure of what is happening with my claim and promised me to be contacted by the new assessor.

After sending him an email on the 27/2/25 to voice my dissatisfaction he rep**** with an apology, again a promise of feedback by the alleged new assessor. Mr Msibi then alerted me that my claim has been referred to management for POSSIBLE REJECTION. I then asked via email why possible "rejection" ( this puzzled me coming from service consultant while the decision has not been made, it sounds the rejection of my claim was predetermined).

Unfortunately when I called Mr. Msibi on the 28/2/25 to get clarification about this possible rejection for the first time someone else picked up the call and told me he is on another call. I was promised he was going to call back which did not happen until end of the day.

Up until today I have never received an update from the new assessor, I am told by the consultant that my claim is for possible rejection when I seek clarity he runs away.

I'm very disappointed because it's been 2 months of lodging the claim I'm still in the dark of what is happening. Investec private bank, Aon underwriter, Santam insurance I thought your association was about excellence and professionalism of which my current experience is far from it. Unfortunately I don't think this will reflect well with your clientele that I can reach in the medical fraternity.