Poor and terrifying service from Santam

I was involved in an accident on the 23rd of January whereby one of the foodboys driver drove right into my car as he was busy on his phone and he did not see me indicating to turn pushing me off the road. Mind you I have just lost my husband recently due to reckless driving so you can imagine the trauma and bad memories this brings back... We immediately went to the closest police station where we obtained a case number (AR no: 338/01/2018) that was then sent to the owner of the company who I spoke to immediately after the accident and also when we were by the police. Debbie confirmed to me the next day that his driver had indeed acknowledged his fault and admitted that he was 100% at full fault, she then asked me to send documents that where needed by her insurance the next day in order for them to have my car repaired which I sent immediately with 3rd part signed forms she had also sent to me.I did not realise this was the beginning of my worst nightmare or the worst experience ever. Believe me I have heard people complaining about insurances but I did not realize that even reputable names like Santam are among the worst ever.. Sent emails back and forth to Paul de Villiers from edas between the 26th of January and the 6th of February and he only responded to one of the numerous emails I had sent him asking for feedbacks only for him to mention he was the broker and that the claim was registered on the 13th of February and he was waiting for confirmation from the person dealing with claim(fair enough). He then gave me a claim number ********** 34. On the 22nd February after it had gone quite I sent an email following up and I was asked to get in touch with Pusuletso Stefanie as she was the one dealing with my claim according to Paul. I called Pusuletso on the 23rd of February and to my surprise Pusuletso Stefane said she was not the one dealing with my claim and she in turn referred me to Nazeem Jacob who I called numerous times and emailed though he never responded to my phone calls or emails sent to him with other documents that Pusuletso had suggested I email him as well, till this day Wednesday 7th of February . After sending a few emails complaining on the 28th of February a lady by the name of Melissa America ended up asking me to send all the documents again straight to her as she claimed Nazeem was not having a computer and was not available meaning everything I had sent was not received even though someone had confirmed with me that the documents where received and that a file was done with all my documents , I resent all the documents again to Melissa America as she promised me that she was now the one going to handle my claim and that it was not going to take long since she was now helping me . She asked for a few more documents which I sent immediately and she confirmed that all was in order and that all documents where now indexed and that it does not take more than 10 days to process the claim however she promised to email me the next day confirming everything of which she did not contact or email me till I sent her an email on Monday the 26th of February which she responded to saying the matter was still with Nazeem and that she sent him pictures and all the documents I had initially sent to her and he had already prepared everything so she could not transfer the matter to herself as previously advised to me (what the hell) I was shocked , back to Nazeem who is never available and who does not bother to respond to emails sent to him.. I responded to her saying they have been pushing me left right and centre and I needed someone to advise me not to wait for me to follow up and not return my calls.. She assured me that she was going to ask Nazeem to call me even though everything was being processed and the officer had been allocated so they were only following up and confirming the quotations with the panel beaters. Well nothing happened still.. Not surprised!!! Now to add insult to injury I only got an email today Wednesday 7th of March from Naomi Felix stating that the documents have now ONLY been indexed for my claim and that Aviwe Peter is the officer handling my matter. SHOCKING!!!! . How long is it going to take for them to finally deal with my claim. If I had not emailed them again what was going to happen.. Seriously will I ever have my car fixed as the list of people I have to contact keeps adding up and none of them ever gets to contact me back or even respond to my emails or rather communicate with me with answers. I have lost out on a job that I was supposed to go to in Capetown because of this matter.. Noone communicates with me so I really do not know the next move and Santam keeps lying to me and wasting my time. The quotations I have sent to them that they requested have probably expired. This is ridiculous and frustrating. How long will it take for Santam to deal with my claim. This is ridiculous and extremely poor performance coming from a well known insurance company like Santam. I would never recommend Santam to anyone as this matter has made me realize the kind of company it is and I will keep posting on all platforms until someone hears me out and deal with my claim ASAP.

Get my car fixed. Very frustrated third party