Complaint Regarding Handling of Hijacked Car Claim

Subject: Complaint Regarding Handling of Hijacked Car Claim

I am writing to express my strong dissatisfaction with the way my mother's hijacked car claim was handled by Santam Orivaal insurance based in Klerksdorp. My mother, a retired medical doctor, has all her assets insured with Santam. The issue arose when Santam refused to pay for the hijacked car due to an inactive tracker device, which my mother took from the dealership. It was never a requirement to have a tracking device to join Santam, but Santam claims that she paid a lower premium for having the tracker. Additionally, a 30-day car rental was approved after the car was hijacked. However, when the claim must be paid, Santam declined it on the basis of the inactive tracker account, despite debiting her account with premiums. "Santam also instructed my mother to deregister the vehicle and promised to send a courier service to come and collect the original deregistration documents and the spare keys. Was that done? No! My mother still has the possessions of those documents. What was the whole purpose of this process?"

If the tracker was never a prerequisite for the insurance, am I right to say that she installed the tracker for her own convenience and not because of the insurance? And that the device is not the insurance's possession, but rather my mother's, even though she has her own problems with Tracker?

Thank you to POPIA because Santam would have used the tracker information to discredit further claims!

Your assistance would be greatly appreciated! She really needs this payment to at least get a secondhand vehicle.. otherwise, she will be left with no option but to move ALL her assets to another insurance that will take care of her needs!

Your Assistance will be greatly appreciated to expose Santam Car Insurance