Pathetic, Misleading Treatment from Santam and Sankofa Brokers

Put in a claim for a damaged laptop - claim number *** on the 18th of December 2022 via my broker Cecilia DANIELS (Sankofa) who initiated the claim on the Santam Claims portal.

My claim was allocated to Santam ( Tania Manuel ) on the 29th Dec 2022 she advised me to get a formal damage report and quotations via email. She explained that Santam will cover the inspection fee up to R1000 per claim.

Qoutes and damage report were send on the 10th Jan 2023 and again on the 11th Jan, together with the assessment invoice. Acknowledgment email received from Sankofa Broker (Cecilia) that it went through for further processing by Santam.

From then onwards it was quiet from both companies up until I made follow up to say it's been over a month since inception of my claim what is the status? Only to be told that my claim has been rejected because the laptop was not specified.

I requested a formal rejection letter but they are not coming forth with it. I then escalated to a Gugu Mkhize ( Sankofa Broker) on the 23rd Jan 2023, who took the matter up with Santam. She also requested that I forward her proof of purchase of the damage laptop, I did exactly that.

31st Jan 2023 I received a FROM Cecilia Daniels (Sankofa claims Broker) advising me that Santam decided to re-imburse me back my assessment fee R500 and as Sankofa Brokers they will settle the laptop and that once settled they will request for the damage laptop to be salvaged. I agreed and requested that she puts all the verbal discussion on a formal email, I'm yet to receive formal communication.

8th Feb again I'm the one who's checking up on the claim status. I send through an email to Cecilia and Gugu with a read request. Only Cecilia read and never responded to this day.