Conflicting Assessments and Poor Communication – Santam Claim Experience

I am so disappointed with the service I received from Santam regarding my recent claim.

After initially logging my claim, the first assessor indicated that the damage was likely caused by a power surge and even motivated for a replacement due to the extent of the damage. However, a second assessor was later sent out, who arrived without proper tools and conducted what felt like an inadequate assessment. This second report contradicted the first, stating the issue was due to wear and tear, which ultimately led to my claim being rejected.

Throughout this process, communication has been extremely poor. I specifically requested to speak to a manager, but no one returned my calls. I also asked for the fault report from the second assessment, which was never provided. To make matters worse, I received a call from a consultant confirming that repairs had been approved, only to receive a rejection letter shortly after. This level of inconsistency is unacceptable and incredibly frustrating.

The lack of transparency, contradictory assessments, and poor customer service have left me feeling unfairly treated and without confidence in Santam’s claims process. I expect a thorough review of my case, proper documentation, and clear communication going forward.

I would not recommend this experience to anyone based on how my claim has been handled.