Bad service from SANTAM

I hereby wish to formally escalate my complaint regarding the Santam insurance policy sold to me by Tyrone Fredericks and the continued lack of assistance regarding this matter.

When the policy was taken out, I communicated with Tyrone Fredericks both telephonically and via email regarding the cover I required. I specifically raised questions regarding certain items and whether they were adequately covered, and I was given the assurance that everything was in order.

I subsequently suffered a theft and submitted a claim for the ****** items. The claim was denied on the basis that the relevant items were allegedly not covered under my policy.

This is extremely concerning, as I specifically questioned Tyrone Fredericks regarding my cover and re**** on the information and assurances provided to me when accepting and maintaining the policy.

I have requested the recording of the telephone conversation from the date on which I initially contacted Santam and the policy was arranged. This recording is particularly important, as I recall specifically discussing certain high-risk items and the cover required for these items.

Despite numerous requests, I have still not been provided with the recording or a satisfactory explanation regarding its availability.

Furthermore, since discovering the problems with my existing cover, I have sent numerous emails requesting that a member of management contact me so that my entire policy can be reviewed and the necessary amendments made. Given what has already occurred, I require confirmation that my current assets and risks are correctly insured and that I will not experience the same problem should another claim arise.

To date, I have still not received the management assistance I have repeatedly requested.

The continued lack of communication is unacceptable, particularly considering that I am continuing to pay premiums for a policy where I have serious concerns regarding whether the cover accurately reflects what was discussed and requested.

I have now obtained legal advice regarding this matter. My legal team has advised me regarding the available remedies, including the possibility of laying a ******** complaint should the available evidence support allegations of *****ulent misrepresentation, as well as pursuing recovery of the financial loss suffered as a result of any misrepresentation or negligence.

Unless this matter is resolved satisfactorily, I have instructed my legal representatives to proceed with the appropriate legal processes and to consider recovery of my losses from Tyrone Fredericks and a case of *****

I therefore formally request the following:

1. The complete recording of the telephone conversation during which my policy was initially discussed and arranged. 2. Copies of all records, notes, disclosures, needs analyses, quotations, instructions and other documentation relating to the sale and inception of my policy. 3. Written confirmation of what cover Tyrone Fredericks recorded as having been requested by me. 4. A written explanation as to why the ****** items were not covered despite my discussions and enquiries regarding the adequacy of my cover. 5. A full management review of my existing policy. 6. A telephone call from a senior manager to discuss the necessary amendments to ensure that my current policy provides the cover I actually require. 7. A formal written response regarding Santam's proposed resolution of my complaint and the financial loss I have suffered.

Please also ensure that all telephone recordings, emails, internal notes, system records, policy amendments and other documentation relating to this matter are preserved, as these records may be required for purposes of further legal proceedings.

I would prefer that Santam be given a final opportunity to investigate and resolve this matter before further action is taken.

I therefore request urgent acknowledgement of this complaint and contact from a senior member of management.

Should this matter continue without meaningful assistance, my legal representatives will proceed with the remedies available to me without further unnecessary delay.