Complaint Regarding Santam Claim Handling

**Subject:** Complaint Regarding Santam Claim Handling – Urgent Attention Required

Good day Hello Peter Team,

I am writing to formally raise a complaint regarding the handling of my insurance claim with Santam (Policy Number: ***, Claim Number: ***), concerning water damage to my property at 101 Cypress Avenue.

I have experienced significant delays and poor communication from Santam and their appointed representatives, which has caused me substantial inconvenience and financial prejudice. The key issues are as follows:

1. **Duplicate Claim Issue:** A second claim (***) was registered on 05/02/2026 for the same date of loss (25/11/2025) and the same items – stove, washing machine, and kitchen cupboards. This has caused confusion, and the Internal Arbitrator had to spend over two weeks determining that both claims relate to the same loss. I was not consulted about this duplication. The decision to re-register the claim was made jointly by my broker (EU Brokers) and Elmarie Stander from Santam.

2. **Delay in Assessment:** The assessor, Mr Zane Adams, appointed Silvex on 16/02/2026 to inspect the stove and washing machine. Despite this, I have been informed that the report is still outstanding. The delay in obtaining this report is entirely outside my control, yet I continue to experience pressure and uncer*****y as the client.

3. **Prior Damage Report:** A previous damage report was compiled by J Gerber on 30/01/2026, which I have attached. Despite this, Santam has not yet resolved my claim, citing procedural delays.

4. **Client Inconvenience:** I have had to repeatedly take time off work to accommodate inspections and allow strangers into my home. The lack of timely internal communication and clarity from Santam has exacerbated my frustration.

5. **Internal Process Failings:** It appears that Santam’s internal processes are not being managed efficiently. The reassignment of the claim, lack of clarity regarding reports, and conflicting communication has caused me undue stress and concern about whether my claim is being handled fairly.

I am requesting that Hello Peter intervene or assist in clarifying the following with Santam:

* Confirmation that the duplication of the claim was a joint decision by EU Brokers and Elmarie Stander. * Confirmation of the exact date Silvex completed the inspection and when the report will be submitted to the Internal Arbitrator. * Assurance that my claim is being processed promptly and fairly, without further unnecessary delay.

Given the extensive delays and inconvenience already caused, I respectfully request that this complaint be escalated for urgent attention.

Thank you for your time and assistance. I trust that Hello Peter will provide guidance on how this matter can be addressed efficiently.

Kind regards, **Nigel Mintoor** Contact: ***