Disregard of TCF, just another policy and claim number

I was in an a motorcycle accident on Wednesday 17 May. It took 13 calls between 17:50 to the "emergency service" to get a claim number for the towing to take place, I spent more than an hour and a half next to the N1 in Midrand. I received an email on 17 May confirming my claim service consultant as Lester Wright.

On Thursday 18 May I phoned twice trying to get hold of the service consultant, whereafter I was informed that the service consultant cannot deal with my claim due to it being a motorcycle and that my new consultant will be in contact with me. I got a call from Jessica Rampaneng from the legal department who asked my questions and asked for documents. I sent the document to her and documents@santam same day on 18 May. No call from new consultant.

On Friday 19 May I phoned Santam twice to enquire about the new consultant and the process. I finally got hold of the new consultant Selloane Modise who informed me that I need to send photos and quotes, despite the fact that the photos were already sent the previous day as per email to *** and despite the fact that the motorcycle is not drivable and was towed from the scene. The consultant then indicated that an assessor would be appointed. I received an email with the assessor's details and upon enquiring with the assessor, was informed that he cannot assess the bike as it is above his mandate. I immediatel rep**** to the email received from the consultant to inform thereof which was around 14:00. No reply.

On Monday 22 May I received an email to confirm the new assessor. The new assessor informed me that Santam does not have a panel of repairers for motorcycles and that clients need to provide quotes and photos for cash in lieu payment. Again I had to explain that the vehicle is not drivable, whereafter the assessor gave me a number for some repairer who he would ask to assist. I had to phone the repairer to arrange the upliftment of the bike.

On Wednesday 24 May, a week after the accident, the bike was uplifted by the repairer for the quote. The quote was sent to the assessor on Monday 29 May. No communication from the claims consultant.

1. I am very concerned and disappointed about the time it took to arrange the towing at the accident scene. If my wife was left next to the road with no-one phoning back, I would cancel the insurance immediately. TCF outcome 1, 2,3,5 and 6.

2. Very little and unintelligent communication from Santam, it has been largely self service, which is not what clients are paying for, irrespective of size of portfolio or premiums - TCF outcome 1, 2,3,5 and 6.

3. I am disappointed in the duration of the claim, it cannot take 8 working days with no outcome. The repairer further informed me that parts will be on back order from Japan, which will add at least 6 weeks to the claim.- TCF outcome 6.

Santam says the following on at the end of each computer generated document:

At Santam, you can be assured of our ongoing commitment to offering you insurance good and proper.

There has been nothing good or proper about this experience. My experience is that Santam cares little about the individual, disregards the TCF outcomes it is supposed to upheld and actually have no idea how to service clients with motorcycles.