Internal Arbitrator Supported My Claim — Santam Still Rejected It

I am extremely disappointed and frustrated by the handling of my Santam claim, which has now been ongoing since November 2025.

After months of delays, multiple assessments, repeated follow-ups, and internal escalation, Santam ultimately rejected my water damage claim — despite findings made by their own appointed experts and Internal Arbitrator.

Santam appointed Silvex to inspect the damaged stove and washing machine. In their report dated 17 February 2026, Silvex confirmed that the damage was caused by water exposure following a burst pipe and described it as accidental water damage.

The matter was then reviewed by Santam’s Internal Arbitrator, who specifically stated in his ruling that:

* he could find no evidence supporting a different conclusion from that of Silvex; and * the evidence suggested that I had a valid claim for the damages assessed by Silvex.

Despite this, Santam still proceeded to reject my claim.

What makes this even more concerning is:

* the excessive delays throughout the process; * the fact that multiple assessors were involved; * and that Santam only contacted the plumber in April 2026 regarding a plumbing repair dating back to November 2024.

As a paying client contributing nearly R60,000 per year in premiums, I expected a fair, efficient, and transparent claims process.

Instead, I have experienced:

* ongoing delays, * inconsistent communication, * conflicting findings, * and a rejection that appears to contradict Santam’s own internal findings and expert reports.

The matter has now been escalated to the National Financial Ombud Scheme South Africa (NFOSA) for independent review.

I sincerely hope Santam reflects on the manner in which this claim has been handled and the impact this process has had on a loyal client.