Formal Complaint and Request for Review – Cell Phone Insurance Claim

I am writing to formally lodge a complaint regarding the handling of my cell phone insurance claim with Santam, specifically concerning the conduct, attitude, and approach of the consultant assigned to my claim, Mr. Vusumzi Mqokozo.

Following the loss of my cell phone, I submitted a claim with Santam. Mr. Mqokozo was assigned to assist me and arranged a three-way call between myself, Santam, and MTN to verify whether I was actively using the cellphone number linked to the claim.

For background, the number in question was previously on contract and used as a contact line. Upon expiry of the contract, I contacted MTN to have the number converted to prepaid. Unknown to me at the time, a system error on MTN’s side incorrectly reflected that the number had been cancelled in November 2024, despite the fact that I was actively using the number until the time my phone was lost.

During the recorded three-way call, which lasted over two hours, I repeatedly explained to both Mr. Mqokozo and the call centre agents that the number was active and in use prior to the loss of my phone. While I acknowledged what MTN’s system reflected, I consistently stated that this information was incorrect and that the number had been converted to prepaid and remained in use.

Despite my repeated explanations, Mr. Mqokozo made it clear that he would not consider my version of events and stated that he would rely solely on the service provider’s system information. As a Santam client who pays premiums consistently, I expected a neutral, fair, and investigative approach. Given that I strongly and consistently maintained that the information was incorrect, I believe it was unreasonable and unfair for the matter to be dismissed without proper investigation.

Mr. Mqokozo further stated that the claim was “not looking good” because the number appeared to have been cancelled in 2024. At no point did he advise that he would investigate the discrepancy, escalate the matter, or consider the possibility of a system error, despite my repeated insistence and the availability of recorded calls.

As a Santam customer, I expected to be listened to, supported, and assured that all reasonable steps would be taken to verify the facts. Instead, I experienced a dismissive and unprofessional approach, which caused unnecessary stress and delays in the processing of my claim.

Because I was confident that I had been actively using the number, I personally visited the MTN Tyger Valley branch to request a SIM swap. Initially, the same incorrect information appeared on the system. However, the MTN Tyger Valley team demonstrated exceptional customer service by taking the time to thoroughly investigate the issue. They identified that the number was stuck in a “converged” state due to a system error on MTN’s side (Reference Number: ***). The matter was escalated, the error corrected, and a SIM swap successfully completed.

I would like to commend the MTN Tyger Valley team for their professionalism, patience, and commitment to resolving the issue. Their proactive assistance directly enabled Santam to continue processing my claim, and their level of service reflects true customer care.

I am submitting this complaint to formally express my dissatisfaction with how my claim was handled by Mr. Mqokozo and to request that Santam urgently review this matter, including the recorded calls. I am still awaiting the outcome of my claim and trust that, now that the system error has been resolved, the claim will be assessed fairly and without further unnecessary delay.

I expect Santam to ensure that customers are treated with fairness, professionalism, and respect, and that concerns raised in good faith are properly investigated before conclusions are drawn.