Policy canceled without notifiation

This afternoon I contacted Santam's Call Centre to find out why our monthly policy payment had not gone off for February. Only to be informed that our policy had been automatically cancelled as we had not responded to the 30 Day Notice to Cancel which had been sent out to all Commercial Insurance Brokers and clients.

Now I ask you with tears in my eyes, why would anyone not respond to such a notice? Probably because we never received one?

I find this very unprofessional and very disheartening as I have always been an advocate for Santam. But to stop a policy before informing a client is totally unacceptable. In the past if our payments were a day late we would immediately receive an email directly to my work address notifying me of the late payment. So I know that they have my email. So what excuse do they have now?

The Call Centre Agent advised me to send a mail to ***,za requesting that they re-instate my policy. In the meantime we are forced to work with no insurance cover.