CN
Cobus N
1 reviews | Active since Aug 2011
17 Jun 2017, 15:04
Great online functionality
<p>After the recent disaster in Knysna my husband and I tried to lodge a claim using Santam's online "functionality". No go. Second option: Register on the client zone. Easy enough. Lodge a claim - no go. Pathetic online functionality from "South Africa's largest insurer". Time to move on!</p>
Helpful (0)
Replies (7)0
Replies (7)
Santam's replyOfficial
19 Jun 2017, 08:19Good morning,
Thank you for your post. We are really sorry to hear about the frustration this has caused you. Could you please advise what errors you encountered when you tried registering your claim using the website and client portal.
If you wish to have your claim registered you may contact our 24/7 client response team on ***.
We would definately like to look into why you encountered trouble registering your claim on these platforms so your feedback would be appreciated?
Thank you and kind regards.
Stephan Olivier
Client care media manager
Best regards,
Santam's reply19 Jun 2017, 08:19
Official
Good morning,
Thank you for your post. We are really sorry to hear about the frustration this has caused you. Could you please advise what errors you encountered when you tried registering your claim using the website and client portal.
If you wish to have your claim registered you may contact our 24/7 client response team on ***.
We would definately like to look into why you encountered trouble registering your claim on these platforms so your feedback would be appreciated?
Thank you and kind regards.
Stephan Olivier
Client care media manager
Best regards,
CN
Cobus N's updateReviewer Update
19 Jun 2017, 08:22Numerous attempts to submit a claim via your website (using Chrome) were fruitless. No error message, simply no claim lodged. We then created an account on your client zone, but once again 'submit a claim' simply did nothing. We hate long telephone calls and brokers and the like and a big company such as Santam could ensure that online functionality actually works?
CN
Cobus N's update19 Jun 2017, 08:22
Reviewer Update
Numerous attempts to submit a claim via your website (using Chrome) were fruitless. No error message, simply no claim lodged. We then created an account on your client zone, but once again 'submit a claim' simply did nothing. We hate long telephone calls and brokers and the like and a big company such as Santam could ensure that online functionality actually works?
Santam's replyOfficial
19 Jun 2017, 08:49Good day,
We are really sorry about this and will look into this and escalate to our IT division.
Would you like us to request a consultant to contact you to assist with the registration of your claim or alternatively you can request your broker to do it on your behalf?
Thank you kindly.
Stephan Olivier
Client care media manager
Best regards,
Santam's reply19 Jun 2017, 08:49
Official
Good day,
We are really sorry about this and will look into this and escalate to our IT division.
Would you like us to request a consultant to contact you to assist with the registration of your claim or alternatively you can request your broker to do it on your behalf?
Thank you kindly.
Stephan Olivier
Client care media manager
Best regards,
CN
Cobus N's updateReviewer Update
19 Jun 2017, 08:55So much for online functionality, back to brokers and forms then? The policyholder is my husband, Jaco de Vos. He can be reached on ***.
CN
Cobus N's update19 Jun 2017, 08:55
Reviewer Update
So much for online functionality, back to brokers and forms then? The policyholder is my husband, Jaco de Vos. He can be reached on ***.
Santam's replyOfficial
19 Jun 2017, 09:25Good day,
We are looking into the system failures and really do apologise for this.
No forms are needed and everything can be done telephonically. I will request someone to urgently contact your husband and assist.
Thank you.
Stephan Olivier
Best regards,
Santam's reply19 Jun 2017, 09:25
Official
Good day,
We are looking into the system failures and really do apologise for this.
No forms are needed and everything can be done telephonically. I will request someone to urgently contact your husband and assist.
Thank you.
Stephan Olivier
Best regards,
CN
Cobus N's updateReviewer Update
19 Jun 2017, 11:03As a former Santam employee I am bitterly disappointed with the service received. The assigned consultant (Melanie du Toit) was not available and I spoke to a Marilyn at your PE office (not the most friendly or professional consultant, I should add). I find it ridiculous that a quote is required for the a claim for the contents of fridge/freezers, but she confirmed that an online shopping basket would be in order. I wasted another hour of time, submitted the PDF to *** only to receive the following e-mail?
---------- Forwarded message ----------
From: <***>
Date: 19 June 2017 at 10:57
Subject: Re [FAILED ATTACHMENTS]: Claim ref. 183 963 961
To: ***
Dear Sir/Madam,
We have received your documents submittted to Santam. Unfortunately, the following attachment(s) delivered with your documents could not be processed:
- =?UTF-8?Q?Claim_183_963_961_J_de_Vos_Pick_n_Pay_Online=C2=A0Shopping_Bas?= =?UTF-8?Q?ket=2Epdf?=
Our processing system is able to read only documents that are sent in the following formats:
TIF - null,
TIFF - null,
JPG - null,
JPEG - null,
PCX - null,
BMP - null,
GIF - null,
PDF - null,
DOC - null,
DOCX - null,
XLS - null,
XLSX - null,
TXT - null,
HTML - null,
HTM - null,
RTF - null,
PNG - Portable Network Graphics,
Kindly ensure that your supporting documentation conforms to one of the above formats as we would like to assist you as soon as possible.
This is a system generated email, please do not reply to it.
The content of this email is confidential and intended for the addressee only. If it was sent to you in error, please notify the sender immediately and delete the email. Santam is by no means liable to any person for any loss or consequential damages arising from the distribution or use of this email. Please follow this link for the terms of use of this communication.
CN
Cobus N's update19 Jun 2017, 11:03
Reviewer Update
As a former Santam employee I am bitterly disappointed with the service received. The assigned consultant (Melanie du Toit) was not available and I spoke to a Marilyn at your PE office (not the most friendly or professional consultant, I should add). I find it ridiculous that a quote is required for the a claim for the contents of fridge/freezers, but she confirmed that an online shopping basket would be in order. I wasted another hour of time, submitted the PDF to *** only to receive the following e-mail?
---------- Forwarded message ----------
From: <***>
Date: 19 June 2017 at 10:57
Subject: Re [FAILED ATTACHMENTS]: Claim ref. 183 963 961
To: ***
Dear Sir/Madam,
We have received your documents submittted to Santam. Unfortunately, the following attachment(s) delivered with your documents could not be processed:
- =?UTF-8?Q?Claim_183_963_961_J_de_Vos_Pick_n_Pay_Online=C2=A0Shopping_Bas?= =?UTF-8?Q?ket=2Epdf?=
Our processing system is able to read only documents that are sent in the following formats:
TIF - null,
TIFF - null,
JPG - null,
JPEG - null,
PCX - null,
BMP - null,
GIF - null,
PDF - null,
DOC - null,
DOCX - null,
XLS - null,
XLSX - null,
TXT - null,
HTML - null,
HTM - null,
RTF - null,
PNG - Portable Network Graphics,
Kindly ensure that your supporting documentation conforms to one of the above formats as we would like to assist you as soon as possible.
This is a system generated email, please do not reply to it.
The content of this email is confidential and intended for the addressee only. If it was sent to you in error, please notify the sender immediately and delete the email. Santam is by no means liable to any person for any loss or consequential damages arising from the distribution or use of this email. Please follow this link for the terms of use of this communication.
Santam's replyOfficial
19 Jun 2017, 11:38Good day Cobus,
Yes unfortunately you as insured or claimant need to prove your claim and have to provide a list of the contents of the fridge/freezer, you are claiming for. You therefore need to substantiate your claim to the insurer.
I am really sorry about the document that was undelivered.
May I please request if you could email it directly to me at *** and I will ensure it gets to the correct department. Our security very strict with regards to emails containing unfami**** attachment formats so I do apologise for that.
Thank you kindly.
Stephan Olivier
Best regards,
Santam's reply19 Jun 2017, 11:38
Official
Good day Cobus,
Yes unfortunately you as insured or claimant need to prove your claim and have to provide a list of the contents of the fridge/freezer, you are claiming for. You therefore need to substantiate your claim to the insurer.
I am really sorry about the document that was undelivered.
May I please request if you could email it directly to me at *** and I will ensure it gets to the correct department. Our security very strict with regards to emails containing unfami**** attachment formats so I do apologise for that.
Thank you kindly.
Stephan Olivier
Best regards,