"Disgraceful Third-Party Claims Process – The ‘Santam Way’?"

LEGAL ***

How is it possible that Santam’s Legal Claims Solutions Department for Uninsured Claims can offer such appalling service?

I lodged a third-party claim on 27 July 2025 after their client’s son drove into my son’s vehicle. All the required documents were submitted via their client’s broker on the same day. Despite this, they asked for the same documents again — which I then resubmitted. After receiving no response, I had to follow up.

Vonani Mashila was eventually appointed as the legal claims adviser. He only responded a month later, on 27 August, advising that an assessor had been appointed and that it would take a further 15 working days for a decision. I followed up again — the auto-response to my email promised a reply within 3 working days. That never happened. Instead, the out-of-office reply stated the mailbox was unattended and closed off with the phrase: “We look forward to conducting business with you, the Santam way.”

I called their office, and after finally reaching someone, the lady told me there was nothing she could do — but she would leave an urgent message for Vonani to call me back. That was over a week ago. Still no response. When I asked her for the contact details of their complaints department so I could escalate the matter, I was told to “read the documents” to find them myself. I was warned that Santam would try to delay the claim because they don’t want to pay out third-party claims. Their documentation even advised me to claim from my own insurance. I won’t — because I am not paying an excess or facing higher premiums for a claim that wasn’t our fault. Their client was at fault, and Santam must take responsibility.

I am highly disappointed in Santam. This is not “insurance good and proper.” But I guess this is, in fact, the Santam Way.