1 reviews | Active since Sept 2010
LACK of communication
Good morning
I would like to bring this under your attention. We had a claim for one of of buildings. Audrey Moore was the claims advisor. Numerous emails correspondence between myself and our broker AON was submitted to this employee of Santam. Both myself and the broker phoned her numerous times without having any sucess or relevant feedback on the status of the claim.
Today 2 December 2020 I made a call as we had again mailed her for feedback with a NO RESPONSE. The situation we are sitting with it is a rental property and I have a lease agreement between myself and the tenants. Now I’m losing rental income and has tenants that can’t move in now I’m at risk of losing the tenant as well as we got no feedback.
Audrey was again not available today I spoke to Chanelle. She advised me that the claim was approved to the Santam contractor. We specifically told Audrey we are not using Santam approved contractors due to a bad past experience. We got quotes which was submitted by our Broker. When we did not get any feedback we decided that we are going to start with the work so long just to reduce our risk with our tenants. Now I’m informed by Chanelle that the claim was approved to the Santam contractor for payment. What happened to communication?????????????? This is totally unacceptable, our Broker also had no knowledge about this. We want a cash settlement as we already paid all the material and the tilers were paid as work is progressing.
If this is the way Santam treats loyal customers that pay timeously each month I think we might be looking for a new insurance partner. And please don’t blame Covid for the lack of response as this would be a lie.
Very unsatisfied customer
I made contact with with Linda from Santam. She informed me as Chanelle that the claim is authorised for payment to the contractor. She said she will make it a cash settlement and said the amount is +- R25k. I then phoned the assessor’s office, the lady there had no clue as to what is going on on the claim. She said she will phone me back this was 14h04. I phone her back 15h37 but the phone went straight to voicemail. I managed to get the assessors number on google John Oberholzer and phoned him. He then said that he sent through the amounts but he cannot confirm it over the phone. Now I get a call (like 10 minutes after I spoke to the assessor) from Linda that the claim is rejected. What is going on. How does the claim go from authorised to the contractor to being rejected……???? Very strange timing since I just spoke to the assessor earlier. I want this investigated she said the reason for the claim is as it occurred 2 years back according to the tenants. I don’t know if the assessor assumed all the tiles were like this. Which is not the correct reflection. We bought the property in 2011 and never had an issue. If it was poor workmanship why did it not occur earlier. When they moved in there there was 4 tiles in the garage that were loose, not lifting just loose, that we repaired. Now when the devastating winter hit everything lifted and as one step on them they broke. How can the claim be rejected.
I made contact with with Linda from Santam. She informed me as Chanelle that the claim is authorised for payment to the contractor. She said she will make it a cash settlement and said the amount is +- R25k. I then phoned the assessor’s office, the lady there had no clue as to what is going on on the claim. She said she will phone me back this was 14h04. I phone her back 15h37 but the phone went straight to voicemail. I managed to get the assessors number on google John Oberholzer and phoned him. He then said that he sent through the amounts but he cannot confirm it over the phone. Now I get a call (like 10 minutes after I spoke to the assessor) from Linda that the claim is rejected. What is going on. How does the claim go from authorised to the contractor to being rejected……???? Very strange timing since I just spoke to the assessor earlier. I want this investigated she said the reason for the claim is as it occurred 2 years back according to the tenants. I don’t know if the assessor assumed all the tiles were like this. Which is not the correct reflection. We bought the property in 2011 and never had an issue. If it was poor workmanship why did it not occur earlier. When they moved in there there was 4 tiles in the garage that were loose, not lifting just loose, that we repaired. Now when the devastating winter hit everything lifted and as one step on them they broke. How can the claim be rejected.