*****ED INTO GETTING A QUOTE FROM SANTAM

Good day,

Your review and comment is noted.
The matter has been referred to client engagement management team and they will provide us with feedback herein whereafter we will revert to you.

Thank you and regards
Client care

Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care

Good afternoon sir,

We received feedback from our Santam Direct contact centre management team after they have traced  the call and concluded their investigation.
Please find response below:

Summary :   

• The client advised the Sales Advisor within the 1st minute of the call recording, the reason he requested to do the quote is due to Santam advertising that if his current insurance premium cannot be beaten that he can get R500.
• The sales advisor acknowledges this to the client at this stage.
• The sales advisor does not advise the client of the terms & conditions for qualifying for the Takealot voucher, after the client expressed his intent for doing the quote.
• The normal quote process is done by the advisor with the client.
• Only at the end of the call after the premium is given, which could not beat the client's current insurer does the Advisor advise the client, that he does not qualify for the voucher as he is not insured for 3 years with the current insurer.

   In conclusion :   This is a staff error.The advisor had to advise the client upfront in the call of the T's & C's to qualify for the voucher, when the client expressed his reasons why he wants to do the quote in the beginning of the call. Client does not qualify for the Takealot voucher as he does not meet the qualifying criteria.An incident report will be sent to the respective manager for the staff error.

Further to the above:

The advisors must first do the normal quote process, before we can even see if the client quailfies for the voucher. See below what needs to be done, should client qualify then the client must send us his current schedule in order to see if quote was done like for like. "Santam will quote on a like for like basis to ensure that the quoted items, types of cover on the quoted items and excesses, are comparable to the existing cover held by the participant, in order to enable Santam to compare premium" We do apologise that the terms and conditions was not discussed with you upfront, however it would not have made any difference  to the outcome herein as you unfortunately do not qualify for the Takealot voucher.

Thank you and regards
Client care
 

Good afternoon,

Refer to the below:

"Only at the end of the call after the premium is given, which could not beat the client's current insurer does the Advisor advise the client, that he does not qualify for the voucher as he is not insured for 3 years with the current insurer"

Reason provide above and one of the requirements you need to meet to qualify.

Regards
Client care

Good day,

We have provided you with that information already.
Please read our response to you again.

Regards
Client care