1 reviews | Active since Nov 2021
Santam – 7 Months, No Payment, Expired Quotes & Broken Promises
In January 2025, a Santam-insured driver reversed into my brand-new vehicle. I am the third party in this claim, yet almost seven months later Santam has still not finalised the matter.
From the very beginning, I submitted every document requested — driver’s licence, ID, NATIS, photos, quotes — promptly and in full. On 3 March 2025, Santam confirmed receipt of all documentation and assured me that the file would be pursued. Since then, I have been caught in a loop of repeated requests for the same documents, despite sending them multiple times and even providing proof of resending.
I have dealt with multiple Santam staff, including Marvel Mudau and the TP Admin Team, and PSG intermediaries. The communication has been fragmented, slow, and often non-existent. I have received blank auto-replies, generic “we’ll revert soon” messages, and repeated apologies — but no progress.
Over the months, I have sent numerous follow-up emails (often weeks apart with no reply) and have explicitly asked for a senior staff member to take over the file due to the lack of urgency. My request has been ignored.
By late March, Santam was still “finalising validation protocol” despite having all the documents for weeks. In May, the same excuse was given. In August, the claim is still not settled and no payment has been made.
In early July, the assessor handling the matter told me it would take 14 working days to review the case. It is now August, and I have still heard nothing since.
To make matters worse, the three repair quotes Santam originally requested will no longer be valid due to price increases over the past seven months. This means further delays and additional costs that could have been avoided had Santam acted with reasonable speed.
This is a straightforward third-party claim with clear liability. Instead of being treated with professionalism, I have been subjected to endless delays, miscommunication, and what appears to be deliberate stalling.
In order for us to assist may we please request if you could provide us with the Santam claim number?
Thank you and regards
Client care
In order for us to assist may we please request if you could provide us with the Santam claim number?
Thank you and regards
Client care
Today, 3 October, after more emails, phone calls, and supposed “urgent escalations,” my claim still has not been resolved. Santam initially wanted to pay only a fraction of the lowest repair quote — a quote that is no longer valid because prices have gone up since February.
Every promise to “get back to me urgently” has been empty. If I don’t do the chasing, follow-ups, and even contacting the service provider Santam themselves selected, then nothing happens.
It is unacceptable that a third-party claimant has to fight for almost a year for a straightforward claim. This is not only frustrating, it feels like deliberate stalling. The delays, constant requests for the same documents, and attempts to undercut repair costs create the impression that Santam’s processes are designed to wear people down.
What about elderly clients, or those without the time and resources to send repeated follow-ups? How are they supposed to cope with this kind of treatment?
Santam’s conduct shows a lack of urgency, transparency, and fairness. I am extremely disappointed and angry that a company of this size treats customers in this way.
STAY AWAY FROM SANTAM
Today, 3 October, after more emails, phone calls, and supposed “urgent escalations,” my claim still has not been resolved. Santam initially wanted to pay only a fraction of the lowest repair quote — a quote that is no longer valid because prices have gone up since February.
Every promise to “get back to me urgently” has been empty. If I don’t do the chasing, follow-ups, and even contacting the service provider Santam themselves selected, then nothing happens.
It is unacceptable that a third-party claimant has to fight for almost a year for a straightforward claim. This is not only frustrating, it feels like deliberate stalling. The delays, constant requests for the same documents, and attempts to undercut repair costs create the impression that Santam’s processes are designed to wear people down.
What about elderly clients, or those without the time and resources to send repeated follow-ups? How are they supposed to cope with this kind of treatment?
Santam’s conduct shows a lack of urgency, transparency, and fairness. I am extremely disappointed and angry that a company of this size treats customers in this way.
STAY AWAY FROM SANTAM