Poor Service

As a previous long term client of Santam via a broker, I am appalled at the degradation of their once sterling service. Does Tasleem Bester exist? If so, cutting calls and failing to return them is not helping Santam's failing service levels. I submitted a claim promptly on 9 December 2022 after Gauteng's devastating winds, rain and flooding. The below is a verbatim email I sent to Tasleem Bester [Santam] and the appointed assessors.

"I have to voice my utmost displeasure at the very poor service I believe that I am receiving. I lodged claims against my household contents and homeowner's insurance on the 9th December 2022. I have had acknowledgement of my claim dated the 9th December 2022, with confirmation that an assessor had been appointed on the same day.

After I called to follow up on my claim, on the 13th December 2022, I received a “Claim Validation Confirmation” via email, on the same date. On the 15th December 2022, after again reaching out via email, I received a communication from yourself that no supplier had been appointed yet and there was no damage report. However, this was a response to Qarah Solutions who had emailed me, and copied you on the 15th December 2022, a message that said:

“Please provide a quote and a damage report for the above claim so the assessor can proceed. Alternatively advise if I should appoint a contractor.”

The above email was received at 14h53, while you responded at 14h58. That same evening, at 17h05, I received an email advising that Qarah Solutions had been appointed as assessor.

After I returned a call to Duran Moodley [he called me on the 15th December 2022], we arranged a time for him to come to my residence to inspect the damages, which he did. After a brief, but thorough, look through my property, he asked me to get quotations/costs of the damaged goods, and take pictures of current and replacement items, and send to Qarah. I sent Qarah Solutions and Santam on the 22nd December 2022, and my submissions have been acknowledged. In the interim, I received communication from Duran Moodley, that a contractor had been appointed [17/12/2022].

On 27th December 2022, I sent an email to Qarah asking for an update , and on 28th December 2022, after not having had a response yet, I sent Duran a whatsapp message asking for an update. I advised Duran that I was anxious and feeling vulnerable, as the property next door to mine had experienced an armed *******. I provided him with a video confirming this.

On the 29th December, at 8h51 I received an email from Bridgette, who advised that the contractor’s telephone/cellphone was going straight into voicemail. She would continue to try the numbers and revert back to me. On the same day, at 17h21, I received an email from Duran advising that the contractor was backlogged, but they would contact me shortly. Alternatively, I could provide a quote for emergency repairs. I decided to be patient."

It is over a month later and I am still waiting. PLEASE NOTE: It is not my responsibility to police or manage any of Santam's contractors, or their sub-contractors. I will not accept responsibility for appointing emergency repairers at the risk of not having the companies I appoint paid.

What I do expect is for Santam to provide the service they are paid for "GOOD AND PROPER".