Poor Customer Service from Santam

I am extremely disappointed with the customer service, lack of communication, and inaccurate statements made during the handling of my Santam claim (Claim Number: ***).

My claim was submitted on 2 May 2026 following a traumatic armed ******* in which our cell phones were ****** at gunpoint. As we were left without our phones, communication was understandably challenging. To ensure that Santam could still reach us, my husband obtained the assigned claims consultant’s details via the Santam app, and we also provided my mother’s phone number as an alternative contact number.

Despite these efforts, the first direct communication I personally received from the consultant, Thato Nkosi, was only on 11 May 2026 — nine days after the claim was submitted.

What is particularly concerning is the consultant’s repeated suggestion that delays occurred because she had “tried and tried” to contact me and that we had “kept missing each other.” This is simply not accurate. My husband was the one who proactively obtained her contact details and made contact. In addition, messages were sent using my mother’s phone while we were without our devices. At no stage were we unreachable.

I also found the tone of the consultant’s emails dismissive and unprofessional. Statements such as “I don’t need to discuss anything with the client” and “I apologise that in your eyes I am ***********” were unnecessary and inappropriate.

To be clear, I fully understand that claims in the Merits Department require validation and may take 7–14 working days. My frustration was never about the need for due process. Rather, it was about:

• No direct communication with me from 2 May until 11 May 2026 • Inaccurate statements suggesting we were difficult to reach • Lack of proactive updates • Poor management of expectations • Defensive and unprofessional correspondence • Additional emotional stress during an already traumatic time

The incident itself was deeply distressing, and I expected empathy, professionalism, and clear communication from my insurer.

Santam has since acknowledged shortcomings in service and issued an apology, which I appreciate. However, I believe significant improvement is needed in the way clients are communicated with and supported during the claims process.

As a loyal policyholder who pays premiums faithfully, I expected a far higher standard of customer care.