Disappointing Service

Dear Santam, It is with great dismay that I write this email. For more than 10 years I have been a customer, paying my monthly premium despite my wife losing her job almost a year ago thanks to Covid. You made it VERY clear when I missed a payment by threatening that the policy will be cancelled, yet I’m up to date with all payments. I know I’m not a high profile customer, my premium is but a pathetic R2800 per month, but thanks to loyal customers like me we are keeping your company alive and ensuring your Board Members’ bonusses. After four weeks I’m instructed by Santam via my Broker that I must obtain a report to justify my claim ..... four weeks !!! Amazingly that I must obtain the report, not the assessor, but me the customer ..... wow !!! Only ONCE, I received an email reply from the assessor and that’s it; even my Broker can’t get hold of anyone at Santam. Why does Santam even bother to appoint a “Claims Service Consultant” which does not bother to even make contact or reply to any correspondence ??? I have experienced useless service before in my life, but this is just pathetic.