Excess

Spoke with Imogen on the 18th December regarding my claim and wanting to cancel. As I had a issue paying the excess and I made Ricardo aware of this but was advised they could not waiver the it, She had a look at my claim and contacted the assessor and got back to say they would waiver the excess. I told her that I had to think about it first and she said she will call me back on Monday the 21st which did not happen. I ended calling Santam the Tuesday or Wednesday and spoke with Shaamilah advising I will accept the new premium as well as the NO Excess on the claim. She said that she will send me the updated policy document and it will only take 10 minutes which was never sent, up until today when I called them. Spoke with Bahle last week as well to get an update on my policy and requested the call recordings still have not received anything from them. Finally today when I spoke to Imogen I received the updated document but now I am being told I still have to pay the excess. So now I await my call recordings