Disappointing Claims Handling and Communication from Santam

I have been paying my insurance every month expecting proper support when I truly needed it. After severe storm and wind damage to my property, the claims process became frustrating and emotionally draining. Although the assessor confirmed severe storm conditions and valid storm-related damage, most of the structural damage was excluded due to alleged deterioration, resulting in no payout because the remaining amount fell below the excess. I also found the communication from the claims department difficult and inconsistent at times. I had to repeatedly follow up and escalate the matter before receiving proper explanations regarding the outcome. While staff members such as Sheryl Ngxangane, Amjad Kahn and the Internal Arbitrator did respond during the escalation process, the final outcome left me feeling disappointed and unsupported as a long-standing paying client. Based on my personal experience, I expected far better customer service, transparency and claims handling from Santam.