Disappointed and Betrayed by Santam – Treated Unfairly After Years of Loyalty

I’ve been a loyal Santam customer for several years, but my recent experience has left me feeling frustrated, misled, and deeply disappointed.

I submitted a claim for my Hisense TV, which had a software boot issue. I provided Santam with a technician’s report and photo evidence confirming the fault. Despite this, my documentation was ignored or “lost,” and Santam proceeded to send a third-party contractor (Downtown Maintenance) to collect the TV — without testing it, and without any proper handling. It was literally placed in the backseat of a bakkie.

Later, I was told the TV no longer powered on and had suffered a power surge — which it never had when it left my home. Suddenly, I had to pay R2,500 to “complete the claim” or lose my TV altogether. I requested a second opinion or to get my TV back. Both requests were refused.

The payout offered was R4,900, but I only received R2,460. The rest was allegedly my excess, yet the numbers and communication never added up clearly.

In short:

My expert report was ignored

My TV condition mysteriously worsened in Santam’s hands

I was denied a second opinion or the return of my own property

The payout was unclear and short

The whole process lacked transparency and basic respect for the customer

I feel completely let down by Santam. I trusted this company to be fair and professional. Instead, I was treated like a problem to be managed — not a client to be protected.

Santam, you’ve lost my trust. This isn’t how a reputable insurer should operate.