Santam accusing the client of being *********

Water was flowing from my geyser at my property.

A local plumber did an inspection and informed me that a water pipe connected to my geyser had burst. While they were busy replacing this pipe, they noticed that the geyser also burst.

I then logged a claim informing Santam about the burst geyser.

To my understanding (and I am not a plumber) the water pipe which is connected to the geyser is part of the material. After the plumber forwarded me the quotation, I instructed the plumber to add the labour and material of the burst pipe on the quotation as according to my understanding this pipe is part of the geyser (fixture to the geyser).

Ms Thava Anthony who handled my claim phoned me, after she consulted with the plumber, and told me in a raised voice and accusatory tone that my actions were ********* and that it was unacceptable from me to tell the plumber to add the material of the pipe on the quotation. Instead of explaining to me (neither me or her are plumbers) that Santam does not allow this and that it is seen as a separate claim she accused me of being *********. Neither me nor her was on site when this happened.

Ms Anthony informed me that she refuses to accept the updated quotation and that there is no way she is paying it. She also insisted on processing the payment of the quotation which excludes the burst pipe.

It is unacceptable of her accusing me of being *********. I am highly disappointed in her service as a Santam Claims consultant.

Her behaviour towards a loyal Santam client for more than 15 years encourages a person to terminate their Santam policy and rather look for an insurance company that treats all clients with respect.

Her behaviour towards me during our telephone conversation is unacceptable and defamatory.