Poor claims process and zero feedback

When you take out cover with Santam they are very courteous, prompt and on time with their communication. Just wait until you have to register a claim! Suddenly you are required to 'prove' ownership and you have to wait for a 'santam card' to be disbursed to you before the process can be concluded.

Why not establish ownership at the time of underwritting? Why not provide the card during the course of the cover? Why wait for a claim incident before you do all this? This serves as a means to frustrate the claimant at a most inconvenient time. I registered a claim for my cellphone and provided all the required documents on 13.03.2025. I was advised that a claim card would be delivered to me as part of the claims process. The courier contacted me on the same day but we got cutoff during the call and they did not call me back. I contacted my claims adviser on the next day and provided her with an alternative number for the courier to use.

As of this moment, no one has contacted me to arrange delivery of this card nor has anyone from Santam provided me with an update. I sent an email early in the morning enquiring about progress, I called twice during the day but still there is no movement on my claim.

When i spoke to someone earlier i was told that the money would be paid via the card and then it would be another 2or 3 days before the money can clear on the card. So now, my end result is being delayed by the non-delivery of this card?! Hayikhona this is not the way Santam. You take your money from my account directly on time every month but when it's time to pay out you ask for proof of ownership when you've been collecting the premium for the item all these years and then you tell me you will pay me via your card that i now have to wait for you to give to me?! I have been a client for years and this card is what should have been delivered to me at the time you decided to change the claims process. Now my claim payout has been delayed by your poor processes!

I'm so disappointed at the poor service.