LvdV
Leon van der Vaart
1 reviews | Active since Jan 2012
27 Apr 2017, 18:36
Bad/poor Services
<p>Dear Santam. This was my worst services which I every have from an insurance company this is more than 2 Month already and I still don’t have the money I (must pay the repair company therefore it will still take another 6 weeks before I will be on the road). With this claim in must pay some of the equipment/repairs out of my own pocked otherwise the roof will fall on my head and the bumper will fall off the vehicle. Santam expect equipment must have a warranty more than 3 years. I take more than 2 weeks just for payout the money after the assessor did submit all signed papers. It even take more than a week for payment even if you do complain at their help centre I still don’t have the money. I can’t get writing approval to go ahead with the repairs</p>
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Replies (3)
Santam's replyOfficial
28 Apr 2017, 08:07Dear Mr Van der Vaart,
Thank you for your post above. We really wish to apologise for the delay in processing the payment on the Echo Namib. we can confirm payment was authorised on Wednesday 26/04 and will reflect in your account within 48 hours. Unfortunately there was a system error which prevented the payment to be approved and thus released earlier.
We have excluded the gas struts from the quotation, total amount of the four gas struts equals R1680.00.
The elevating roof gas struts (4 gas struts) are not damaged. The repairer wants to replace these roof struts together with new brackets on the inside of caravan roof. The repairer stated the new brackets are different than the existing brackets.
Insurer/Santam will pay for the damages only. No consequential damage is covered and due to the incompatibility with the new brackets Santam cannot allow the new gas struts as a result, the policy does not extend to include that ----- by wanting to replace these struts will be consequential of nature and is excluded under the policy.
If you want the gas struts replaced it will unfortunately be for your own account.
Our decision and settlement remains unchanged.
Kind regards
Stephan Olivier
Client care media manager
Best regards,
Santam's reply28 Apr 2017, 08:07
Official
Dear Mr Van der Vaart,
Thank you for your post above. We really wish to apologise for the delay in processing the payment on the Echo Namib. we can confirm payment was authorised on Wednesday 26/04 and will reflect in your account within 48 hours. Unfortunately there was a system error which prevented the payment to be approved and thus released earlier.
We have excluded the gas struts from the quotation, total amount of the four gas struts equals R1680.00.
The elevating roof gas struts (4 gas struts) are not damaged. The repairer wants to replace these roof struts together with new brackets on the inside of caravan roof. The repairer stated the new brackets are different than the existing brackets.
Insurer/Santam will pay for the damages only. No consequential damage is covered and due to the incompatibility with the new brackets Santam cannot allow the new gas struts as a result, the policy does not extend to include that ----- by wanting to replace these struts will be consequential of nature and is excluded under the policy.
If you want the gas struts replaced it will unfortunately be for your own account.
Our decision and settlement remains unchanged.
Kind regards
Stephan Olivier
Client care media manager
Best regards,
LvdV
Leon van der Vaart's updateReviewer Update
28 Apr 2017, 15:09The Client care Manager can't be trusted the mail which he send to me and the reply on HELLO PETER is not the same. He only reply on half of my complain.
LvdV
Leon van der Vaart's update28 Apr 2017, 15:09
Reviewer Update
The Client care Manager can't be trusted the mail which he send to me and the reply on HELLO PETER is not the same. He only reply on half of my complain.
Santam's replyOfficial
28 Apr 2017, 15:43Mr Van der Vaart,
We acknowledge your new post.
Please take note that we have apologised that payment was not processed earlier as conveyed to you, which was due to a system error and only processed the 26th.
We have addressed your entire complaint with regards to the items not being included in the settlement and our explanation why we have excluded these.
We do apologise for any inconvenience this has caused and for the delay in the payment.
Kind regards
Stephan Olivier
Client care media manager
Best regards,
Santam's reply28 Apr 2017, 15:43
Official
Mr Van der Vaart,
We acknowledge your new post.
Please take note that we have apologised that payment was not processed earlier as conveyed to you, which was due to a system error and only processed the 26th.
We have addressed your entire complaint with regards to the items not being included in the settlement and our explanation why we have excluded these.
We do apologise for any inconvenience this has caused and for the delay in the payment.
Kind regards
Stephan Olivier
Client care media manager
Best regards,