Broken iPad Pro Saga

I recently submitted a claim to Santam for my broken iPad, expecting a smooth and hassle-free experience. But, as life sometimes goes, the universe had other plans. What was meant to be simple quickly turned into a tangle of miscommunication between me and my appointed Claims Clerk, Michelle Maduwa.

I had a nagging feeling that something wasn’t right as we exchanged emails, each of us speaking from our own perspective, thinking we were on the same page. It wasn’t until I received my payout—3 working days after it was received and processed (seriously, Santam is incredible with their speed)—that my suspicions were confirmed.

It was early in the morning, the time when my mind is always racing, and I saw the claim. I was chomping at the bit, ready to call Michelle and unleash my frustration. The whole situation felt avoidable, and I was so ready to vent. But by the time she arrived at the office, I had taken a moment to breathe. I picked up the phone, she answered, and I laid out my concerns. Michelle was calm, professional, and assured me that she would look into it, perform all the checks, and get back to me. I was still nervous—would I lose out because of this confusion? But Michelle went above and beyond. She kept me updated, called me with every development, and responded to every email, addressing every detail with care. This morning, she called again to update me on the actions she had taken, and—thankfully—she let me know the error had been fixed. Full payout on the way. I felt an immense weight lift off my shoulders.

Michelle is the epitome of customer care. She listens intently, acknowledges mistakes when they happen, and works tirelessly to make sure you’re at ease every step of the way.

I’ve been with Santam for years, and this was my first hiccup. But honestly? The way they handled it left me incredibly satisfied. Santam and its people are in perfect harmony when it comes to delivering real care and integrity—and Michelle? She’s a shining example of it.