1 reviews | Active since Jun 2021
CALL CENTRE IS A JOKE!
Santam has to be the most pathetic insurance company I have ever come across. My mother has been trying to get someone to call her back regarding her policy for the past two weeks. We first called the call centre where you can barely hear the person you're talking to cause it's so noisy. We then asked the person to call us back to which they blatantly refused because they have "high call volumes" after a lot of back and forth we decided to cut our losses and try the "Call Back" option on the website. We logged a "Call Back Request" and to our surprise, it never came. We again phoned today, after waiting 15 minutes to get through to the call centre, after asking for a call back, the cellphone number and ID number was taken down, and three hours later still no call back. We then called again, and someone eventually answered to which we again asked why haven't you called us back, after a lot of back and forth, and asking for a reference number for the call, they slammed the phone down in my mother's ear. What pathetic service from a company we've been with for years.
Best regards,
Best regards,
Thank you very much for the review.
We are extremely sorry to hear about the above experience.
We would like to investigate this and would appreciate the following information please?
- the policy number
- from which number your dialed and what number you called?
- date and time you called please?
Thank you and kind regards
Client care
Best regards,
Thank you very much for the review.
We are extremely sorry to hear about the above experience.
We would like to investigate this and would appreciate the following information please?
- the policy number
- from which number your dialed and what number you called?
- date and time you called please?
Thank you and kind regards
Client care
Best regards,
Policy Number: ***
Number Dialed From: ***
Number Called: ***
Times of Calls:
1st Call - 1 June (13:23) - On this call once we eventually got through to an agent, we asked to be called back to which they blatantly refused due to "high call volumes".
We then went to the website on the same day and requested a call back. It never came.
2nd Call - 7 June (10:23) - Phoned three times as we couldn't get through, eventually answered, took down my mother's cellphone number and ID number and said they'd call back.
3rd Call - 7 June (12:13) - Phoned twice, as we still didn't receive a call back and at this point tempers were flaring as the service received my Santam has been nothing short of shocking. When asking to speak to someone in management or in charge, the agent refused and again started rambling on about "high call volumes" and when my mother used the word "********" she became defensive and proceeded to put the phone down in my mothers ear.
4th Call - 7 June (12:25) - Called ***to log a complaint with the complaints department.
At this point, we still haven't received any call back from anyone who has the ability to assist her to review her policy. We refuse to make one more call to Santam and are expecting you to resolve this as a priority.
Policy Number: ***
Number Dialed From: ***
Number Called: ***
Times of Calls:
1st Call - 1 June (13:23) - On this call once we eventually got through to an agent, we asked to be called back to which they blatantly refused due to "high call volumes".
We then went to the website on the same day and requested a call back. It never came.
2nd Call - 7 June (10:23) - Phoned three times as we couldn't get through, eventually answered, took down my mother's cellphone number and ID number and said they'd call back.
3rd Call - 7 June (12:13) - Phoned twice, as we still didn't receive a call back and at this point tempers were flaring as the service received my Santam has been nothing short of shocking. When asking to speak to someone in management or in charge, the agent refused and again started rambling on about "high call volumes" and when my mother used the word "********" she became defensive and proceeded to put the phone down in my mothers ear.
4th Call - 7 June (12:25) - Called ***to log a complaint with the complaints department.
At this point, we still haven't received any call back from anyone who has the ability to assist her to review her policy. We refuse to make one more call to Santam and are expecting you to resolve this as a priority.
Thank you very much for the feedback.
Lizinda Hanekom at our office is attending to your case and will provide you with detailed feedback.
We do apologise for the frustration and inconvenience this experience has caused.
Kind regards
Client care
Best regards,
Thank you very much for the feedback.
Lizinda Hanekom at our office is attending to your case and will provide you with detailed feedback.
We do apologise for the frustration and inconvenience this experience has caused.
Kind regards
Client care
Best regards,