No service as per company turnaround time.

<p>On the 8 May I registered a claim for a damaged suitcase from my last travel. I was given a claim number and requested to submit a tax invoice or qoute for the replacement suitcase to ********** with claim number as reference. The qoute was sent on the evening of 11 May. I was told the contact person is Sandra on contact number ********** 744.</p> <p>Today 19 May at 10H25 I phoned the abovementioned number to follow up on my claim as I only received the confirmation of sending the qoute.I was told by the operator that a message will be given to Ellen to phone me back. At 15h12 I phoned again as no one have phoned me back as yet. I spoke to several people but ended with Carrol and according to her she is dealing with the claim. She requested pictures of the damage suit case. Which was emailed a few minute ago. However my questions is why was I not informed of additional pictures required. And why did Ellen not phone me back as I am sure a message would have been given to her. At 15h21 Ellen phoned me back after I phoned the PPS number ********** 784 and requested to lodge a complaint in the treatment of my claim. I was put on hold for a very long time after which I disconnected the phone as I am paying for a call to listen to company music. According to Carrol the turnaround time on a claim is 8 hours. Now days later this claim have not been finalised or additional information requested before I made the enquire to follow up on the claim. All my premiums have been paid up to date and on time always. If I do not pay my premiums I have the convenience of not having cover. My question to the CEO of SANTAM now is,what is the punishment to SANTAM for not dealing with my claim promptly or keep me informed of the progress made. If I did not enquire today, ten days later from submitting this claim when would someone in this company have start doing the job they are paid for with my money???</p> <p>I would appreciate a personal call from the CEO of SANTAM and of the detail of punishment to SANTAM for not dealing in a prompt manner and according to standard operating procedures and turnaround times. As per the company rules and policies.</p>