Formal Complaint Regarding Unresolved Motor Vehicle Insurance Claim

To Whom It May Concern,

I am writing to formally express my deep dissatisfaction and frustration regarding the manner in which my insurance claim has been handled following an incident that occurred on 6 December 2024 at Lone Hill Shopping Centre. On that day, while my vehicle was stationary, it was struck by a client insured by Santam. The incident was immediately reported to iCapital, and I received an initial acknowledgement. Thereafter, on 12 December 2024, I received further confirmation through iCapital, representing the American International School. The claim was assigned to Mr. Ramu Naidoo, the appointed Claims Officer at iCapital. Unfortunately, I must describe his involvement as partially responsive, my only means of tracking progress was by initiating constant follow-ups.

On 27 January 2025, Mr. Naidoo eventually submitted documentation to Santam, including a copy of the NATIS, the vehicle’s license disc, and my identity document. However, I was not copied on the original request from Santam for these documents and thus remained uninformed about any prior communication. It was only when Mr. Naidoo responded that I was included in the correspondence. Throughout the remainder of January, I continued to follow up regularly, all to no avail. February came with the same trend: multiple phone calls with no substantial updates or action. Frustrated by the radio silence, I sent an email on 16 February 2025 to highlight that the Santam contact number provided to me by Mr. Naidoo was not functional, and requested an alternative. After some effort, I eventually obtained the correct number and managed to speak to a representative at Santam, who advised that certain documents needed to be signed. I received these on 19 February 2025 and promptly returned them the same day.

I was informed thereafter that my claim had been assigned to Ms. Khanyisa Majingolo. However, I was told she was on leave, which explained the continued silence. Mr. Mongamele Mzangwe, another Santam official, attempted to assist in her absence. He recommended that I copy the DPC group email on all future communication, presumably so that other claims officers could pick up and continue the process if the responsible party was unavailable.

As advised, I resent all necessary documents to the DPC email and continued with regular follow-ups through February and March. Eventually, on 28 March 2025, I received a response from Ms. Majingolo, suggesting that she had resumed her duties and would now take over the claim process. I was hopeful that this would finally accelerate progress. Following her instructions, I sent the requested review document on 4 April 2025, the delay being due to the time it took for me to obtain a letter from my own insurer confirming that no claim had been submitted on my end, and that I would be claiming directly from the third party. On 7 April, I received another request from Santam, asking for a sketch of the incident. I submitted both a written and visual sketch to illustrate the events of the day. It is worth noting that their client had already accepted liability, acknowledging fault in the incident and pledging cooperation to expedite the matter.

Subsequently, I was contacted by Ms. Julia Mongase, now the Uninsured Legal Officer handling my case. Her message began with the rather curious phrase, “Entirely with any prejudice,” and continued to inform me that she would be overseeing the investigation and assessment, with an estimated timeline of 15 working days to appoint an assessor and begin negotiations with a panel-beater. Frankly, I was taken aback by this delay, particularly given that a sketch had been submitted, liability admitted, and nearly four months had passed since the incident.

Fast-forward to mid-April 2025, I was finally presented with a settlement offer: a mere R4,500 to cover repairs to my vehicle, a pearl white Mercedes-Benz GLB 220d SUV. This amount, by any reasonable standard, is wholly inadequate. After deducting the cost of purchasing the VF&R component, I am expected to somehow repaint and repair the bumper with the remaining R2,000? This offer not only lacks consideration for the actual costs involved but borders on the absurd.

What is most disheartening, however, is Santam’s apparent disregard for both their clients and those affected by their clients' actions. One would expect, especially from a reputable insurer, that the claims process be handled with diligence, fairness, and professionalism, ensuring that both the insured and third parties are treated justly. Instead, I have been forced to assume the burden of project managing my own claim, persistently chasing updates, submitting redundant documentation, and dealing with non-responsiveness at every turn.

All of this is unfolding while Santam continues to run its much-publicized “two-minute cover” campaign, promising lightning-fast insurance enrollment, yet demonstrably failing to match that efficiency when it matters most: during the claims process. Let the record reflect that while it may take two minutes to sign up, it can take four months and counting to get a minor claim settled. If this is the standard for a straightforward, low-impact accident, I shudder to imagine the bureaucratic maze one might face in a more severe collision — particularly when rental vehicles are limited to a mere 30 days, and parts may need to be sourced from overseas. It is a sobering and disappointing experience, one I hope no other motorist will have to endure.

I urge Santam to review their internal processes and reassess their obligations to both their policyholders and the affected parties. As it stands, I am left with no option but to escalate this matter further.

Thanks