Bad Client service

My name is Hannelie Boshoff, and I am a pensioner. I am insured with Santam for my vehicle, my son’s vehicle, and my home. When I originally took out this policy through my brokers, PSC Consultants in Bela Bela, I clearly stated on the application that my son is a regular driver of my vehicle. An additional premium was charged specifically to cover him as a nominated driver on my car, with the understanding that no excess would be payable in the event of an incident involving him. It was never made clear to me that this arrangement app**** only to his own vehicle — a notion that makes no logical sense. If both vehicles are insured under the same policy, and he is listed as a regular driver on mine, why would I pay an extra fee merely for him to drive his own car, which is already insured? Recently, while driving my vehicle, my son stopped at a Midas store, where someone smashed the rear window and dented the boot. Three weeks after the incident, I was informed of a R5,000 excess payable. Despite my inquiries, Santam has not offered any explanation, assistance, or willingness to resolve this issue or assist a pensioner. Being a pensioner does not mean I should be treated with disregard, nor does it mean I have disposable funds for unexplained charges. The situation — and the lack of support — is unacceptable. Why would I nominate my son on his own car, which is already separately insured? Yet Santam refuses to assist, explain, or even investigate this matter, despite the additional premium I have been paying. I hope this serves as a warning to others — especially elderly clients — who may be taken advantage of so that someone else’s commission slip can look better at their expense.