sJ
sharolyn J
1 reviews | Active since Oct 2016
28 Aug 2017, 12:58
Policy cancelled ????
I am so disgusted my the level of service I have received from Santam. My policy was due to go off on the 25 July and didnt. I followed up with their Service desk on the 28/29 July and advised the agent of this and she said to follow up by month end. I even confirmed my account details and debit order date. I was advised that the policy will be double debited on the 25 August.
No debit order went off and then I received the msg sayign my policy was cancelled. I immediately contacted them and my query was escalated for further investigation as I insisted my policy be reinstated as this was not an error on my part as reason given was their was no funds/no authority to debit. On the 17/18 August i was contacted by an agent who said the reinstatement was declined due to the fact that the policy was not paid and I am now high risk???I requested that information as I want to take it further after explaining myself so many times to different agents I now had enough of this .
All calls are recorded and I called form my work line where our calls are recorded as well.
Till today NO ONE HAS CALLED ME BACK. I WANT MY POLICY REINSTATED AS I FOLLOWED UP AS TO WHY MY POLICY DID NOT DEBIT AND SANTAM ADVISED THAT IT WILL BE DOUBLE DEBITED. I WANT MY POLICY REINSTATED AS THIS IS SANTAMS FAULT. I AM CURRENTLY NOT EVEN SURE HOW I AM COVERED.
PATHETIC SERVICE
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Replies (2)
Santam's replyOfficial
28 Aug 2017, 14:18Good day
Thank you for your post.
Please be advised that we will require a policy number in order for us to assist.
We will be in contact with you shortly.
Thank you and kind regards
Kurt Koopman
Client Care Manager
Best regards,
Santam's reply28 Aug 2017, 14:18
Official
Good day
Thank you for your post.
Please be advised that we will require a policy number in order for us to assist.
We will be in contact with you shortly.
Thank you and kind regards
Kurt Koopman
Client Care Manager
Best regards,
sJ
sharolyn J's updateReviewer Update
15 Sept 2017, 11:10I am so disappointed in Santam till today I am still waiting for feedback as I have escalated this matter repeatedly and i receive the following responses
In response to your questions below the debit order amount for R1549.13 is because of the payments missed. We reinstated the policy effective the 08/06/2017 on the 14/06/2017 we tried to deduct a prorata premium for the remainder days in June this was returned to us. On the 26/06/2017 we requested the missed payment R452.61 plus the premium for July R590.37 which again returned to us. Then we tried to deduct the missed payments R1042.98 plus the premium for the month of August R506.15. We trust this explains the premium deduction of 1549.13.
With regards to your question of When did this become R1549.13? Could this have been the reason why the debit order did not go through.
As earlier explained, our records reflect that you stopped the payment at the bank.
We have requested the policy to be reinstated, but this request has been declined by our underwriting. They have advised they will reconsider only if the client opts for an annual policy and pay an annual premium.
We are therefore unable to be of any further assistance.
If you are unhappy with the above, please feel free to approach us directly.
Kind Regards/Vriendelike Groete.
I was never advised of the premium they tried to deduct at all. I was on the phone with them numerous times that month .
the last response is this :
Good day Sharolyn
We have escalated this matter to our underwriting department and posed the further questions to them.
We do understand the concerns raised throughout your complaint, but ultimately it is the responsibility of the insured to provide for the payment of the insurance premium.
As explained, the deduction attempts were either unsuccessful due to insufficient funds, reversed or stopped.
We note your concern on the amounts that were agreed upon and we have requested the recordings. The extent of the impact of the latter question is to determine whether our consideration for reinstatement of the policy was done on the back of all the information. The fact is that the policy is currently cancelled because the payment was stopped. The policy does indicate that when a payment is stopped, the policy will cancelled with effect from when the last premium was received.
We have referred this matter to our underwriting department and we are unfortunately still awaiting their response.
We have escalated the matter as well.
As soon as a response is received, we will be in contact with you.
Kind Regards/Vriendelike Groete.
What do I need to get the attention of this company? Do I need to refer them to the Short term insurance Ombudsman as I am sure they will listen to the calls and see who was at fault?OR do I ask Carte Blanche to do a story and investigate?
I want my policy reinstated, it is nearing month end again 2months since I queried why they cancelled my policy with reasons that they have decided is right.
Pathetic
sJ
sharolyn J's update15 Sept 2017, 11:10
Reviewer Update
I am so disappointed in Santam till today I am still waiting for feedback as I have escalated this matter repeatedly and i receive the following responses
In response to your questions below the debit order amount for R1549.13 is because of the payments missed. We reinstated the policy effective the 08/06/2017 on the 14/06/2017 we tried to deduct a prorata premium for the remainder days in June this was returned to us. On the 26/06/2017 we requested the missed payment R452.61 plus the premium for July R590.37 which again returned to us. Then we tried to deduct the missed payments R1042.98 plus the premium for the month of August R506.15. We trust this explains the premium deduction of 1549.13.
With regards to your question of When did this become R1549.13? Could this have been the reason why the debit order did not go through.
As earlier explained, our records reflect that you stopped the payment at the bank.
We have requested the policy to be reinstated, but this request has been declined by our underwriting. They have advised they will reconsider only if the client opts for an annual policy and pay an annual premium.
We are therefore unable to be of any further assistance.
If you are unhappy with the above, please feel free to approach us directly.
Kind Regards/Vriendelike Groete.
I was never advised of the premium they tried to deduct at all. I was on the phone with them numerous times that month .
the last response is this :
Good day Sharolyn
We have escalated this matter to our underwriting department and posed the further questions to them.
We do understand the concerns raised throughout your complaint, but ultimately it is the responsibility of the insured to provide for the payment of the insurance premium.
As explained, the deduction attempts were either unsuccessful due to insufficient funds, reversed or stopped.
We note your concern on the amounts that were agreed upon and we have requested the recordings. The extent of the impact of the latter question is to determine whether our consideration for reinstatement of the policy was done on the back of all the information. The fact is that the policy is currently cancelled because the payment was stopped. The policy does indicate that when a payment is stopped, the policy will cancelled with effect from when the last premium was received.
We have referred this matter to our underwriting department and we are unfortunately still awaiting their response.
We have escalated the matter as well.
As soon as a response is received, we will be in contact with you.
Kind Regards/Vriendelike Groete.
What do I need to get the attention of this company? Do I need to refer them to the Short term insurance Ombudsman as I am sure they will listen to the calls and see who was at fault?OR do I ask Carte Blanche to do a story and investigate?
I want my policy reinstated, it is nearing month end again 2months since I queried why they cancelled my policy with reasons that they have decided is right.
Pathetic