kH
keith H
1 reviews | Active since Jun 2010
09 Nov 2018, 10:16
Not setteling claim
I'm a Santam client. I've been a very happy Santam client for many years and they've always assisted me with any claims I've might've had in the past. About 2 weeks ago I logged a claim for a couch that got damaged. I told the lady that you could not really see the damage on the images, seeing that it's the main supporting beam that cracked. However, I still sent pics with a quote. After back and forth and not having any contact details to revert back to you except for the generic email address, I got a call this morning to tell me that they can't settle the claim, and they need to send someone out (which is already an inconvenience after being without a couch for two weeks already) and that the amount is a little high - I'm happy to get a cheaper quote if need be, I agree the quote might be a bit high, but I'm paying towards accidental damage for an specific amount. Needless to say I'm not very happy.
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Replies (5)0
Replies (5)
Santam's replyOfficial
09 Nov 2018, 10:49Good day Mr Hubbard,
We thank you for your post above.
We are sorry to hear about your experience.
Kindly note that your policy is extended to include cover for accidental damage to the contents. The claim you have submitted for damage to your couch could be viewed under that extension, however because we as a company try to expedite claims we do them digitally, meaning that we require a damage report/quote and clear pictures of the damage claimed for.
Unfortunately due to the damage to the couch being more internal to the support beam and not that clearly visible on a picture, we note the initially appointed internal assessor requested that a mobile assessor gets appointed to physically view the couch and finalise the claim with you.
We note however that you have advised them to cancel the claim and that you will also be cancelling your policy -- that is very unfortunate to hear. We want to assist and accommodate your claim but unfortunately cannot validate the damages on the pictures provided.
Kindly let us know if we can assist and proceed to appoint the mobile assessor so that the claim may be finalized?
We await your feedback herein?
Thank you and kind regards
Stephan Olivier
Client care media manager
We thank you for your post above.
We are sorry to hear about your experience.
Kindly note that your policy is extended to include cover for accidental damage to the contents. The claim you have submitted for damage to your couch could be viewed under that extension, however because we as a company try to expedite claims we do them digitally, meaning that we require a damage report/quote and clear pictures of the damage claimed for.
Unfortunately due to the damage to the couch being more internal to the support beam and not that clearly visible on a picture, we note the initially appointed internal assessor requested that a mobile assessor gets appointed to physically view the couch and finalise the claim with you.
We note however that you have advised them to cancel the claim and that you will also be cancelling your policy -- that is very unfortunate to hear. We want to assist and accommodate your claim but unfortunately cannot validate the damages on the pictures provided.
Kindly let us know if we can assist and proceed to appoint the mobile assessor so that the claim may be finalized?
We await your feedback herein?
Thank you and kind regards
Stephan Olivier
Client care media manager
Best regards,
Santam's reply09 Nov 2018, 10:49
Official
Good day Mr Hubbard,
We thank you for your post above.
We are sorry to hear about your experience.
Kindly note that your policy is extended to include cover for accidental damage to the contents. The claim you have submitted for damage to your couch could be viewed under that extension, however because we as a company try to expedite claims we do them digitally, meaning that we require a damage report/quote and clear pictures of the damage claimed for.
Unfortunately due to the damage to the couch being more internal to the support beam and not that clearly visible on a picture, we note the initially appointed internal assessor requested that a mobile assessor gets appointed to physically view the couch and finalise the claim with you.
We note however that you have advised them to cancel the claim and that you will also be cancelling your policy -- that is very unfortunate to hear. We want to assist and accommodate your claim but unfortunately cannot validate the damages on the pictures provided.
Kindly let us know if we can assist and proceed to appoint the mobile assessor so that the claim may be finalized?
We await your feedback herein?
Thank you and kind regards
Stephan Olivier
Client care media manager
We thank you for your post above.
We are sorry to hear about your experience.
Kindly note that your policy is extended to include cover for accidental damage to the contents. The claim you have submitted for damage to your couch could be viewed under that extension, however because we as a company try to expedite claims we do them digitally, meaning that we require a damage report/quote and clear pictures of the damage claimed for.
Unfortunately due to the damage to the couch being more internal to the support beam and not that clearly visible on a picture, we note the initially appointed internal assessor requested that a mobile assessor gets appointed to physically view the couch and finalise the claim with you.
We note however that you have advised them to cancel the claim and that you will also be cancelling your policy -- that is very unfortunate to hear. We want to assist and accommodate your claim but unfortunately cannot validate the damages on the pictures provided.
Kindly let us know if we can assist and proceed to appoint the mobile assessor so that the claim may be finalized?
We await your feedback herein?
Thank you and kind regards
Stephan Olivier
Client care media manager
Best regards,
kH
keith H's updateReviewer Update
10 Nov 2018, 18:40Hi Stephan. Please cancel the claim.
kH
keith H's update10 Nov 2018, 18:40
Reviewer Update
Hi Stephan. Please cancel the claim.
Santam's replyOfficial
12 Nov 2018, 07:56Good morning Mr Hubbard,
Duly noted, thank you.
Kind regards
Stephan Olivier
Client care media manager
Duly noted, thank you.
Kind regards
Stephan Olivier
Client care media manager
Best regards,
Santam's reply12 Nov 2018, 07:56
Official
Good morning Mr Hubbard,
Duly noted, thank you.
Kind regards
Stephan Olivier
Client care media manager
Duly noted, thank you.
Kind regards
Stephan Olivier
Client care media manager
Best regards,
kH
keith H's updateReviewer Update
13 Nov 2018, 07:15Hi Stephan, as luck will have it, I now have another claim. I see it's the same lady (Nosipho) - please, I don't want to deal with her. Please can you get someone else to assist me. Nobody phoned me yesterday.
kH
keith H's update13 Nov 2018, 07:15
Reviewer Update
Hi Stephan, as luck will have it, I now have another claim. I see it's the same lady (Nosipho) - please, I don't want to deal with her. Please can you get someone else to assist me. Nobody phoned me yesterday.
Santam's replyOfficial
13 Nov 2018, 07:56Dear Mr Hubbard,
I am sorry to hear that.
I will request them to appoint someone else to deal with your claim.
We note the claim was only registered round 13h30. They will make contact with you today.
Kind regards
Stephan Olivier
Client care media manager
I am sorry to hear that.
I will request them to appoint someone else to deal with your claim.
We note the claim was only registered round 13h30. They will make contact with you today.
Kind regards
Stephan Olivier
Client care media manager
Best regards,
Santam's reply13 Nov 2018, 07:56
Official
Dear Mr Hubbard,
I am sorry to hear that.
I will request them to appoint someone else to deal with your claim.
We note the claim was only registered round 13h30. They will make contact with you today.
Kind regards
Stephan Olivier
Client care media manager
I am sorry to hear that.
I will request them to appoint someone else to deal with your claim.
We note the claim was only registered round 13h30. They will make contact with you today.
Kind regards
Stephan Olivier
Client care media manager
Best regards,