JD
Jozaan D
1 reviews | Active since Sept 2022
05 Sept 2022, 09:18
Empty promises, no client service
I have had the worst experience with Santam. They are full of promises when you take out insurance with them and that they will give you the best service however everything is the opposite of that. I lodged my claim on the 4th of August. Lucky Matutu was assigned as my claims advisor and he was everything but helpful. I had to COSTANTLY email him to follow up. After 8 working days my claim was still not finalised. I expressed my unhappiness with him whereafter Khaya Godlo was appointed as my claims service consultant. He was unprofessional, failed to keep me infomed and failed to prioritise my claim. Only on the 25th of August I took my vehicle in for assessment and the assessment was approved on the 30th of August. It is now the 5th of September and NO ONE has contacted my to inform me when I can take my vehicle for repairs. I am appalled that Santam can take a month to authorise a claim and get same to the panel beater for repairs. I am totally disgusted by the service and lack in communication.
Helpful (0)
Replies (4)0
Replies (4)
Santam's replyOfficial
05 Sept 2022, 09:22Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
Best regards,
Santam's reply05 Sept 2022, 09:22
Official
Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
Best regards,
JD
Jozaan D's updateReviewer Update
05 Sept 2022, 14:54No one has contacted me. Like usual.
JD
Jozaan D's update05 Sept 2022, 14:54
Reviewer Update
No one has contacted me. Like usual.
Santam's replyOfficial
05 Sept 2022, 15:08Dear Jozaan,
Thank you for your review posted above.
First of all please accept our sincerest apologies for the delays, frustration and inconvenience caused.
We have engaged with claims management and can confirm that there had been unnecessary delays on your claim.
This will be addressed by management with the relevant parties responsible.
We can also confirm repairs had been authorised by the assessor on 30/08 whereby you had been copied in the email to the repairer.
We have requested urgent feedback from management and has requested the repairer to urgently make contact with you to discuss and arrange suitable book-in time for your vehicle.
We will relay and communicate same upon receipt of their feedback.
Again we are really sorry and do apologise -- this is not the kind of service we pride ourselves in and has unfortunately failed you in this instance.
Thank you and kind regards
Stephan Olivier
Client care media manager
Thank you for your review posted above.
First of all please accept our sincerest apologies for the delays, frustration and inconvenience caused.
We have engaged with claims management and can confirm that there had been unnecessary delays on your claim.
This will be addressed by management with the relevant parties responsible.
We can also confirm repairs had been authorised by the assessor on 30/08 whereby you had been copied in the email to the repairer.
We have requested urgent feedback from management and has requested the repairer to urgently make contact with you to discuss and arrange suitable book-in time for your vehicle.
We will relay and communicate same upon receipt of their feedback.
Again we are really sorry and do apologise -- this is not the kind of service we pride ourselves in and has unfortunately failed you in this instance.
Thank you and kind regards
Stephan Olivier
Client care media manager
Best regards,
Santam's reply05 Sept 2022, 15:08
Official
Dear Jozaan,
Thank you for your review posted above.
First of all please accept our sincerest apologies for the delays, frustration and inconvenience caused.
We have engaged with claims management and can confirm that there had been unnecessary delays on your claim.
This will be addressed by management with the relevant parties responsible.
We can also confirm repairs had been authorised by the assessor on 30/08 whereby you had been copied in the email to the repairer.
We have requested urgent feedback from management and has requested the repairer to urgently make contact with you to discuss and arrange suitable book-in time for your vehicle.
We will relay and communicate same upon receipt of their feedback.
Again we are really sorry and do apologise -- this is not the kind of service we pride ourselves in and has unfortunately failed you in this instance.
Thank you and kind regards
Stephan Olivier
Client care media manager
Thank you for your review posted above.
First of all please accept our sincerest apologies for the delays, frustration and inconvenience caused.
We have engaged with claims management and can confirm that there had been unnecessary delays on your claim.
This will be addressed by management with the relevant parties responsible.
We can also confirm repairs had been authorised by the assessor on 30/08 whereby you had been copied in the email to the repairer.
We have requested urgent feedback from management and has requested the repairer to urgently make contact with you to discuss and arrange suitable book-in time for your vehicle.
We will relay and communicate same upon receipt of their feedback.
Again we are really sorry and do apologise -- this is not the kind of service we pride ourselves in and has unfortunately failed you in this instance.
Thank you and kind regards
Stephan Olivier
Client care media manager
Best regards,
Santam's replyOfficial
06 Sept 2022, 08:03Dear Jozaan,
Further to our response above.
We received confirmation that the repairer did try to contact you on the 31st of August but could not get hold of you.
Unfortunately they only trued making contact again yesterday.
We were notified contact was made with you and that it was discussed that you will book in your vehicle once the repairer has received all the parts.
It was also discussed that you can only book your vehicle in on a Thursday.
They will contact you once they have received all the parts and arrange the book in date with you.
We would once again wish to apologise for the frustration this has caused.
Thank you and kind regards
Stephan Olivier
Client care media manager
Further to our response above.
We received confirmation that the repairer did try to contact you on the 31st of August but could not get hold of you.
Unfortunately they only trued making contact again yesterday.
We were notified contact was made with you and that it was discussed that you will book in your vehicle once the repairer has received all the parts.
It was also discussed that you can only book your vehicle in on a Thursday.
They will contact you once they have received all the parts and arrange the book in date with you.
We would once again wish to apologise for the frustration this has caused.
Thank you and kind regards
Stephan Olivier
Client care media manager
Best regards,
Santam's reply06 Sept 2022, 08:03
Official
Dear Jozaan,
Further to our response above.
We received confirmation that the repairer did try to contact you on the 31st of August but could not get hold of you.
Unfortunately they only trued making contact again yesterday.
We were notified contact was made with you and that it was discussed that you will book in your vehicle once the repairer has received all the parts.
It was also discussed that you can only book your vehicle in on a Thursday.
They will contact you once they have received all the parts and arrange the book in date with you.
We would once again wish to apologise for the frustration this has caused.
Thank you and kind regards
Stephan Olivier
Client care media manager
Further to our response above.
We received confirmation that the repairer did try to contact you on the 31st of August but could not get hold of you.
Unfortunately they only trued making contact again yesterday.
We were notified contact was made with you and that it was discussed that you will book in your vehicle once the repairer has received all the parts.
It was also discussed that you can only book your vehicle in on a Thursday.
They will contact you once they have received all the parts and arrange the book in date with you.
We would once again wish to apologise for the frustration this has caused.
Thank you and kind regards
Stephan Olivier
Client care media manager
Best regards,