1 reviews | Active since Dec 2017
Poor service delivery
On the 10th October 2017 ....we had a freak storm in Durban that flooded my home...first time in 20 years..we had no power for 7 days...everything was destroyed.......we have Insurance...HEY..problem solved...4 different assessors...1 to confirm the damages...3 others to repair the damage....NOT REPLACE the items that will cost the insurance ?...we have no TV....cables in water...... Premium for the new month deducted on time.. ...SANTAM INSURANCE.... sucks.....my personal insurance states I have Asthma with the same company...Am I being reasonable guys....? we have videos of the water coming in and damaging all our stuff...we had hired heaters and water pumps to sort out our home...almost 2.months nothing has happened...
Morning FB family...i have just realised that posting poor service delivery....results in the client being disadvantaged .....customers are no longer KING...SERVICE PROVIDERS ARE.. in my case SANTAM ...post...and they penalise you and take it personally....why ask for feedback on service....give the service you want...and loose the customers.....you learn every day.... THANK YOU SANTAM...my furniture submerged in water will be repaired and sanitised.....I WONDER IF MY PREMIUM WILL GO DOWN...LOL...TO DATE HAS BEEN INFLATION LINKED......LMAO?...i am disappointed we have a lot of business that will now move...?
Good day Zakira,
Thank you for your post. We are really sorry about the frustration and delays in getting your claim finalised.
Kindly note that the procedure followed in respect of water damage to contents, is that Santam need to ascertain whether the contents damaged are repairable or not and in those instances we appoint specialists to provide us with a damaged report on these items. If the item can be repaired, we will authorise repairs instead of replacement. We will only replace in those instances where we cannot repair or if we are not comfortable that repairs will be successful.
The decision rests with the insurer, Santam, whether they want to repair, replace, settle cash or use a combination of the above.
The principle here is that we had to establish if the items claimed for are repairable or not, if they are we will repair, if not we will either replace or settle cash. We cannot and will not simply replace an item without having a damaged report indicating repairs will not suffice.
We note the assessor is in discussion with your broker now to have this claim finalised.
We therefore kindly request you liaise with your broker regarding the status of this claim and we trust it will be concluded and finalised before the end of the week.
Thank you and kind regards.
Stephan Olivier
Client care media manager
Good day Zakira,
Thank you for your post. We are really sorry about the frustration and delays in getting your claim finalised.
Kindly note that the procedure followed in respect of water damage to contents, is that Santam need to ascertain whether the contents damaged are repairable or not and in those instances we appoint specialists to provide us with a damaged report on these items. If the item can be repaired, we will authorise repairs instead of replacement. We will only replace in those instances where we cannot repair or if we are not comfortable that repairs will be successful.
The decision rests with the insurer, Santam, whether they want to repair, replace, settle cash or use a combination of the above.
The principle here is that we had to establish if the items claimed for are repairable or not, if they are we will repair, if not we will either replace or settle cash. We cannot and will not simply replace an item without having a damaged report indicating repairs will not suffice.
We note the assessor is in discussion with your broker now to have this claim finalised.
We therefore kindly request you liaise with your broker regarding the status of this claim and we trust it will be concluded and finalised before the end of the week.
Thank you and kind regards.
Stephan Olivier
Client care media manager