Doesn't care about the safety of female clients - Waste of Money

Worst customer service ever! I have had uninterrupted insurance - without a claim for nearly 6 years and today I my first breakdown, I called Santam thinking that they would tow my vehicle to VW Kimberly or another accredited service provider. But I was instead told that I had these three options options: 1)they tow my car to Kimberly and they'll only cover a 60km tow and I'll pay the rest ± 5000k 2) they tow it to the nearest safest place - in my case Postmansburg and the next day my vehicle will follow to a service centre of my choosing in Kimberly again at a cost of ± 5000. 3) or I can be dropped off in Kimberly for the night and pay ± 5000k or take a complimentary vehicle of which I would still have to pay a portion - whilst I wait for gawd knows how long and my car will be towed to Kimberly for ± 5000k.

I explained to the consultant that Postmansburg does not have a VW accredited mechanic or service centre, therefore that is not classified as safe or convenient. She than put me through to the first consultant who had to me all the above, as she felt she could not assist me.

I explained to the initial consultant my thoughts on the matter, I further explained that I work in a remote area and therefore like to schedule all my doctors appointments at once and cannot afford to miss any of my specialist appointments.

Not once did she sympathise and try help resolve the situation. Instead she told that as much as I might think that my reasoning makes senses, it's not their company policy. Therefore I had to choose if I wanted them to organise the tow truck.

She further proceeded to tell me that if I'm not happy I should review my policy. I explained to her that I had reviewed my policy after our initial discussion and that I saw no such clause on my policy.

So for the past 6 years I've been wasting my money on Santam. I'm now stuck in the middle of nowhere because Santan doesn't give a **** about its clients