Pethetic service and customer care

On the 15th of September 2020, a client of Santam reversed into my front passenger door, leaving a hole where the towbar went in. The damage to my car door left my lock mechansim broken resulting in my door not being able to open at all.

On the 30th of September I received the document that I needed to fill in and send through so that Yolisa Majikijela could process the claim. One week later, I sent through the document that was requested and a week later she contacted me. Two weeks had passed and after numerous failed attempts to get hold of her via phone (I was given 2 different numbers on which to contact her and neither one ever went through to her office) I demanded to speak to someone higher up.

Andre Louw was very willing to help me, and I explained that Yolisa hadn't made contact with me in two weeks. He took my file from her and pushed it on his side. This was on the 28th of October 2020. On the 10th of November 2020 I was contacted by the new legal officer who was now the claims handler, Fiona Hughes.

Based on the two quotes sent in, they obviously chose the cheapest option. However an email was sent to me from Fiona and I quote "We confirm that our offer is based on the reasonable repair costs of all accident-related damages to your vehicle, as established by the assessor (Shine Mudaka). The offer was discussed with the repairer and the offer is in line with the quote from Speedpro Panelbeaters."

I decided to visit Speedpro myself, and to my surprise as well as theirs, NOTHING was discussed. They (Santam) wanted to give me a second hand door (I bought my car brand new, not with a second hand door) and they never included the new lock and mechanism in the quote sent back. The quote was reduced from the original amount of R17 996.94 to R10 394.48.

I sent through a letter from Renault to Fiona and Shine stating that I CANNOT obtain a second hand door as this will revoke my warranty. I am still to this day waiting to hear back from the assessor, Shine Mudaka to whom an email was sent on the 25th of November 2020.

The service I have received from Santam is absolutely shocking to say the least and I honestly would NEVER recommend them to ANYONE!! If I could give them a minus star rating for every month I have been ever so patiently waiting for them to do their job, they would sit on a negative 3 star. You honestly cannot complain about service when there is none.

Extremely quick to take your money but to get money out of them is an impossible task.