MvRvO
Marlise van Reede van Oudtshoorn
1 reviews | Active since May 2012
18 Apr 2023, 14:10
Little to no service delivery during claims handling process
Disappointing claims handling delay. I took my vehicle in for assessment at the panel beaters on 27 March 2023, and until today (14 work days later) the claim has not even been authorised.
First the one employee was on extended leave, then an IT error and I am waiting for the latest excuse.
There is also a complete lack of communication from them, which is more infuriating than the delayed service delivery.
They only respond after I sent an e-mail complaining about their service.
I previously had insurance with Mutual and Federal with more substantial damages to another vehicle that was repaired and returned to me in less than 30 calendar days. 3
Helpful (0)
Replies (2)0
Replies (2)
Santam's replyOfficial
18 Apr 2023, 14:11Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
Santam's reply18 Apr 2023, 14:11
Official
Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
Santam's replyOfficial
18 Apr 2023, 16:07Dear Marlise,
Thank you for your follow up response.
We have escalated this to management and received confirmation authorisation was given to the repairer.
Unfortunately there was a system issue which prevented the assessor from sending and authorising the claim -- Out IT tea had to get involved to correct this.
We do agree the communication on the claim was not what is expected and we sincerely do apologise for that.
Management is aware of this and will address this internally.
We have also requested the repairs are expedited and that continuous feedback on the progress is provided to you.
Once again we do apologise for the frustration and inconvenience this has caused.
Thank you and kind regards
Stephan Olivier
Client care media manager
Thank you for your follow up response.
We have escalated this to management and received confirmation authorisation was given to the repairer.
Unfortunately there was a system issue which prevented the assessor from sending and authorising the claim -- Out IT tea had to get involved to correct this.
We do agree the communication on the claim was not what is expected and we sincerely do apologise for that.
Management is aware of this and will address this internally.
We have also requested the repairs are expedited and that continuous feedback on the progress is provided to you.
Once again we do apologise for the frustration and inconvenience this has caused.
Thank you and kind regards
Stephan Olivier
Client care media manager
Santam's reply18 Apr 2023, 16:07
Official
Dear Marlise,
Thank you for your follow up response.
We have escalated this to management and received confirmation authorisation was given to the repairer.
Unfortunately there was a system issue which prevented the assessor from sending and authorising the claim -- Out IT tea had to get involved to correct this.
We do agree the communication on the claim was not what is expected and we sincerely do apologise for that.
Management is aware of this and will address this internally.
We have also requested the repairs are expedited and that continuous feedback on the progress is provided to you.
Once again we do apologise for the frustration and inconvenience this has caused.
Thank you and kind regards
Stephan Olivier
Client care media manager
Thank you for your follow up response.
We have escalated this to management and received confirmation authorisation was given to the repairer.
Unfortunately there was a system issue which prevented the assessor from sending and authorising the claim -- Out IT tea had to get involved to correct this.
We do agree the communication on the claim was not what is expected and we sincerely do apologise for that.
Management is aware of this and will address this internally.
We have also requested the repairs are expedited and that continuous feedback on the progress is provided to you.
Once again we do apologise for the frustration and inconvenience this has caused.
Thank you and kind regards
Stephan Olivier
Client care media manager