DISAPPOINTED AND ANGRY
I am so FRUSTRATED and ANGRY. My phone and handbag were ****** on the 20th of July 2018. I called Santam to put in a claim and they told me they can pay for my phone but not my handbag because miraculously my handbag was not insured. This for me sounded like nonsense because when I took out the policy the sales person made me believe that my bag was insured and this is what I told the claims department when I tried to put through a claim. They told me they would listen to the recordings, do investigations and get back to me. I waited and waited and only Friday 6th July 2018 I got a call back that they've listened to the recording and INDEED the sales person gave me half answers when I asked about my bag and hence they will process my claim because IT WAS NOT MY FAULT. They requested I send an invoice to them and I did so the same day. To my surprise until today, 12th July 2018, I'm still the one running around calling and getting through to different people that have NO IDEA what I'm talking about. I'm so ANGRY. I have zero faith in Santam right now. I am still waiting to find out how far this process is and I'm not getting answers . If there was an option not to even give 1 star I'd take it. Santam service has been HORRIBLE. This has been such a HORRIBLE experience. As a client I shouldn't have been put through all this to begin with. I'm truly gutted by this process because I was promised that Santam is "the best insurance" clearly not because at this point it seems like they are hoping that I'll forget about this handbag matter and I REFUSE to because it's not my fault that the sales person led me to believe my bag was insured. When it comes to paying premiums I do so peacefully, but when it comes to Santam delivering on their promise, they're failing me. I have to fight for what I was promised. I am demanding that this matter be solved as promised. I HATE the fact that I have to speak to a new consultant every time I call. Having to explain the same story everyday. I'm just so disappointed and insanely ANGRY.
Good afternoon,
We hereby acknowledge receipt of your post. We are extremely sorry to hear about your bad experience and of course the frustration this has caused you.
Would you please be so kind as to provide us with either your policy or claim number to assist us in tracing the claim and investigating this matter?
We thank you in advance.
Kind regards
Stephan Olivier
Client care media manager
Best regards,
Good afternoon,
We hereby acknowledge receipt of your post. We are extremely sorry to hear about your bad experience and of course the frustration this has caused you.
Would you please be so kind as to provide us with either your policy or claim number to assist us in tracing the claim and investigating this matter?
We thank you in advance.
Kind regards
Stephan Olivier
Client care media manager
Best regards,
Good afternoon,
We hereby acknowledge receipt of your post. We are extremely sorry to hear about your bad experience and of course the frustration this has caused you.
Would you please be so kind as to provide us with either your policy or claim number to assist us in tracing the claim and investigating this matter?
We thank you in advance.
Kind regards
Stephan Olivier
Client care media manager
Best regards,
Good afternoon,
We hereby acknowledge receipt of your post. We are extremely sorry to hear about your bad experience and of course the frustration this has caused you.
Would you please be so kind as to provide us with either your policy or claim number to assist us in tracing the claim and investigating this matter?
We thank you in advance.
Kind regards
Stephan Olivier
Client care media manager
Best regards,
Good afternoon,
We hereby acknowledge receipt of your post. We are extremely sorry to hear about your bad experience and of course the frustration this has caused you.
Would you please be so kind as to provide us with either your policy or claim number to assist us in tracing the claim and investigating this matter?
We thank you in advance.
Kind regards
Stephan Olivier
Client care media manager
Best regards,
Good afternoon,
We hereby acknowledge receipt of your post. We are extremely sorry to hear about your bad experience and of course the frustration this has caused you.
Would you please be so kind as to provide us with either your policy or claim number to assist us in tracing the claim and investigating this matter?
We thank you in advance.
Kind regards
Stephan Olivier
Client care media manager
Best regards,
Good morning,
Thank you for the information.
Kind regards
Stephan Olivier
Client care media manager
Best regards,
Good morning,
Thank you for the information.
Kind regards
Stephan Olivier
Client care media manager
Best regards,
Good day,
I have referred the matter the the direct claim management to assist and provide me with feedback as to the current status of the matter.......the service level agreement we have with them is to provide us with the necessary feedback within 2 days after which we will be able to revert back to you.
I will get back to you soonest i have all the information requested.
Thank you and kind regards.
Stephan Olivier
Client care media manager
Best regards,
Good day,
I have referred the matter the the direct claim management to assist and provide me with feedback as to the current status of the matter.......the service level agreement we have with them is to provide us with the necessary feedback within 2 days after which we will be able to revert back to you.
I will get back to you soonest i have all the information requested.
Thank you and kind regards.
Stephan Olivier
Client care media manager
Best regards,
Good morning,
I can truly understand your frustration and I do apologise for that. I note you have been struggling for weeks already but our department only became aware of your concerns late yesterday and this morning, so we would really appreciate it if you could grant us a fair opportunity to investigate and have this matter resolved for you.
As mentioned I have already escalated this to management who has acknowledged already -- they understand the urgency of this and will I revert back to you soonest I have the necessary feedback available.
We note you have posted your concerns and frustration on Facebook as well -- this will also be handled by our department and are we dependent on the feedback and assistance of the various business units to allow us to resolve this matter.
Thank you kindly.
Stephan Olivier
Client care media manager
Best regards,
Good morning,
I can truly understand your frustration and I do apologise for that. I note you have been struggling for weeks already but our department only became aware of your concerns late yesterday and this morning, so we would really appreciate it if you could grant us a fair opportunity to investigate and have this matter resolved for you.
As mentioned I have already escalated this to management who has acknowledged already -- they understand the urgency of this and will I revert back to you soonest I have the necessary feedback available.
We note you have posted your concerns and frustration on Facebook as well -- this will also be handled by our department and are we dependent on the feedback and assistance of the various business units to allow us to resolve this matter.
Thank you kindly.
Stephan Olivier
Client care media manager
Best regards,
Good morning Ms Mhlabane,
I just received confirmation from Direct Claims they have been in contact with you to discuss settlement of the hand bag and has authorised payment thereof.
We do wish to apologise for the inconvenience and frustration this process has caused you.
Please do not hesitate to contact me should you need any further assistance in this regard?
Thank you and kind regards
Stephan Olivier
Client care media manager
Best regards,
Good morning Ms Mhlabane,
I just received confirmation from Direct Claims they have been in contact with you to discuss settlement of the hand bag and has authorised payment thereof.
We do wish to apologise for the inconvenience and frustration this process has caused you.
Please do not hesitate to contact me should you need any further assistance in this regard?
Thank you and kind regards
Stephan Olivier
Client care media manager
Best regards,