Disappointing service

I lodged a motor vehicle collision claim via Santam's app on 29 August 2026 and took my vehicle to the repairer for assessment the very next day.

Nearly two weeks later, I still have no idea what the damage assessment outcome is, what the repair quote amounts to, or what the current status of my claim is. At no point has anyone proactively contacted me to provide an update.

The assigned assessor, Buntu Gontsana, attempted to call me once. The phone barely rang before the call was disconnected, likely due to my iPhone's screening of unknown callers. He then sent an email, which I responded to with questions. Despite this, I have received no reply whatsoever.

I have since been informed that a new assessor, Brian Goa, has been appointed, yet I have still not been contacted by him.

On 7 September 2026, I emailed Mansoor Martin to express my dissatisfaction with the handling of my claim, the lack of communication, and the absence of any meaningful updates. That email has also gone unanswered.

What is most frustrating is not the claim itself, but the complete lack of communication and accountability throughout this process. I should not have to chase basic information about a claim that was lodged almost two weeks ago. As things stand, I am no closer to understanding what is happening with my vehicle or when I can expect any progress.

This experience has been extremely disappointing and falls far short of the level of service and customer communication I would have expected from Santam.