NOT Good and Proper!!

I have a policy with Santam and today I’ve just received the terrible experience with them.

Lodged a claim for Roadside Assistance (No fuel), this happened on my way to work as I was leaving home still in my street on my way to fill up at the garage. Asked bypassers passing by to please assist and push the car back home.

An agent called from Santam and asked where I was and I explained to her what happened and she told me that the roadside assistance would not be covered because I am at a “non-roadside location” when I asked why she said because I am safe and that if the fuel is brought to me then it would be from my pocket.

Now my question was what would be defined as “non-roadside location”? The paying was not the issue as I could’ve made my own arrangements had I known this was the case and not go through the admin of logging a claim. Still at the end of our call I had still not received the definition of “non-roadside location”. This was very disappointing as this did not live up to Santam’s slogan / tagline of “Insurance Good and Proper” Isn’t the whole point of insurance to give the policyholder peace of mind and putting them in the same situation as before the loss?

WHAT IS A NON-ROADSIDE LOCATION? If one were to run out of petrol while in a shopping mall a few Kms away from the garage would that also be seen as non-roadside location because that person is safe? You need to give a clear definition on your terms and conditions as this gives no clear definition to your clients.

This was very disappointing to say the least.