AF
Alan F
1 reviews | Active since Nov 2019
12 Nov 2019, 09:56
SANTAM ARE CLEVER NON-PAYERS - AVOID THEM
Santam consistently avoids paying. Do NOT do business with these people. A pipe bursts at my house, in my bathroom wall - a plumber arrives and accesses the pipe from the outside, through the cavity wall, avoiding damage to the tiles on the inside. But of course, the entrire pipe is rotten, but Santam won't replace the rotten length...only pays for the 10cm piece that burst. So guess what - its burst again. New plumber arrives, and against my instruction, hacks away half my shower tiles to feverishly access the pipe with as much damage as possible, thereby ensuring themselves a nice tiling contract. Matching tiles are not available, and the waterproofing is damaged. Will Santam pay to repair the waterproofing and retile the shower properly? Hell no. This is not the 1st time Santam has ducked their responsibilities. Time after time, they find a word in the small print that allows them and their fancy lawyers a way out. Disgusted. Why can one plumber work neatly, and yet the next one, WORKING ON THE SAME PIPE - half destroy my bathroom - and Santam doesn't face up to their almighty stuff up and settle for the damages caused by their own appointed contractor.
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Replies (7)0
Replies (7)
Santam's replyOfficial
12 Nov 2019, 12:08Good day Alan,
Thank you very much for your post above.
We are really sorry to hear about your frustration and bad experience you had when claiming for a burst pipe at your home.
We note the claim number you have noted here, and would just like to confirm if you are insured with Brolink or PSG?
We do not have access to their systems and would need to request their input and comments herein.
Am looking forward to your feedback herein?
Thank you and kind regards
Stephan Olivier
Client care media manager
Thank you very much for your post above.
We are really sorry to hear about your frustration and bad experience you had when claiming for a burst pipe at your home.
We note the claim number you have noted here, and would just like to confirm if you are insured with Brolink or PSG?
We do not have access to their systems and would need to request their input and comments herein.
Am looking forward to your feedback herein?
Thank you and kind regards
Stephan Olivier
Client care media manager
Best regards,
Santam's reply12 Nov 2019, 12:08
Official
Good day Alan,
Thank you very much for your post above.
We are really sorry to hear about your frustration and bad experience you had when claiming for a burst pipe at your home.
We note the claim number you have noted here, and would just like to confirm if you are insured with Brolink or PSG?
We do not have access to their systems and would need to request their input and comments herein.
Am looking forward to your feedback herein?
Thank you and kind regards
Stephan Olivier
Client care media manager
Thank you very much for your post above.
We are really sorry to hear about your frustration and bad experience you had when claiming for a burst pipe at your home.
We note the claim number you have noted here, and would just like to confirm if you are insured with Brolink or PSG?
We do not have access to their systems and would need to request their input and comments herein.
Am looking forward to your feedback herein?
Thank you and kind regards
Stephan Olivier
Client care media manager
Best regards,
AF
Alan F's updateReviewer Update
12 Nov 2019, 12:59Good day Stephan
1. PSG.
2. I have proof that the previous pipe burst was fixed from OUTSIDE. But did ESB Builders listen to me? Nope. There was absolutely no need for them to destroy the interior of my bathroom.
3. I notice that Santam have a very poor review score.
Alan
1. PSG.
2. I have proof that the previous pipe burst was fixed from OUTSIDE. But did ESB Builders listen to me? Nope. There was absolutely no need for them to destroy the interior of my bathroom.
3. I notice that Santam have a very poor review score.
Alan
AF
Alan F's update12 Nov 2019, 12:59
Reviewer Update
Good day Stephan
1. PSG.
2. I have proof that the previous pipe burst was fixed from OUTSIDE. But did ESB Builders listen to me? Nope. There was absolutely no need for them to destroy the interior of my bathroom.
3. I notice that Santam have a very poor review score.
Alan
1. PSG.
2. I have proof that the previous pipe burst was fixed from OUTSIDE. But did ESB Builders listen to me? Nope. There was absolutely no need for them to destroy the interior of my bathroom.
3. I notice that Santam have a very poor review score.
Alan
Santam's replyOfficial
12 Nov 2019, 13:22Good afternoon Alan,
Thank you very much for the information.
I will request PSG's input and comments and revert within the SLA of two working days.
Kind regards
Stephan Olivier
Thank you very much for the information.
I will request PSG's input and comments and revert within the SLA of two working days.
Kind regards
Stephan Olivier
Best regards,
Santam's reply12 Nov 2019, 13:22
Official
Good afternoon Alan,
Thank you very much for the information.
I will request PSG's input and comments and revert within the SLA of two working days.
Kind regards
Stephan Olivier
Thank you very much for the information.
I will request PSG's input and comments and revert within the SLA of two working days.
Kind regards
Stephan Olivier
Best regards,
AF
Alan F's updateReviewer Update
12 Nov 2019, 14:00They (PSG) have already engaged with your company (Santam). Doubt you'll achieve much. Main reason for this post was not for you to sort out the problem. It was to warn people of how ********** Santam treats its loyal, paying clients.
AF
Alan F's update12 Nov 2019, 14:00
Reviewer Update
They (PSG) have already engaged with your company (Santam). Doubt you'll achieve much. Main reason for this post was not for you to sort out the problem. It was to warn people of how ********** Santam treats its loyal, paying clients.
Santam's replyOfficial
12 Nov 2019, 14:22Duly noted Alan,
We would still want to find out more and get their comments herein.
Thank you very much.
Regards
Stephan
We would still want to find out more and get their comments herein.
Thank you very much.
Regards
Stephan
Best regards,
Santam's reply12 Nov 2019, 14:22
Official
Duly noted Alan,
We would still want to find out more and get their comments herein.
Thank you very much.
Regards
Stephan
We would still want to find out more and get their comments herein.
Thank you very much.
Regards
Stephan
Best regards,
AF
Alan F's updateReviewer Update
15 Nov 2019, 16:43Good day Stephan
3 days ago you promised a turnaround of 2 days.
Alan
3 days ago you promised a turnaround of 2 days.
Alan
AF
Alan F's update15 Nov 2019, 16:43
Reviewer Update
Good day Stephan
3 days ago you promised a turnaround of 2 days.
Alan
3 days ago you promised a turnaround of 2 days.
Alan
Santam's replyOfficial
18 Nov 2019, 07:16Dear Alan,
Apologies. We received feedback and was in discussion with Santam Portfolio management in respect of this matter.
We could not find any fault in the decision taken by the plumber, after they did the leak detection, to enter from the inside to repair the pipe -- they confirm and advise even if they attempted to go in from the outside, they would have been able to guarantee no tiles would have been broken in the process, seeing the pipe was so close to the surface, just below the tiles.
As received from PSG are we allowing the retile of the shower floor plus the one wall that was affected and the tiles under the wash hand basin.
Unfortunately the policy is very clear when it comes to the indemnification after a loss -- we mat settle cash, repair, replace or opt for a combination of these three -- it we authorize repairs, we will do so as closely as possible to what it was before the loss -- the building matching material clause is very specific in respect of this -- please find extract below from policy wording:
MATCHING BUILDING MATERIALS
When the insured property is repaired, we are not obliged to do so exactly or precisely, but only as circumstances reasonably allow. Where we cannot achieve an exactmatch, we will use materials that, in our opinion, match the damaged or lost materials as closely as possible. We will only do this to the part of the structure or room wherethe loss or damage has occurred. We will not pay for matching building materials to create a uniform effect throughout your buildings.
Thank you and kind regards
Stephan Olivier
Client care media manager
Apologies. We received feedback and was in discussion with Santam Portfolio management in respect of this matter.
We could not find any fault in the decision taken by the plumber, after they did the leak detection, to enter from the inside to repair the pipe -- they confirm and advise even if they attempted to go in from the outside, they would have been able to guarantee no tiles would have been broken in the process, seeing the pipe was so close to the surface, just below the tiles.
As received from PSG are we allowing the retile of the shower floor plus the one wall that was affected and the tiles under the wash hand basin.
Unfortunately the policy is very clear when it comes to the indemnification after a loss -- we mat settle cash, repair, replace or opt for a combination of these three -- it we authorize repairs, we will do so as closely as possible to what it was before the loss -- the building matching material clause is very specific in respect of this -- please find extract below from policy wording:
MATCHING BUILDING MATERIALS
When the insured property is repaired, we are not obliged to do so exactly or precisely, but only as circumstances reasonably allow. Where we cannot achieve an exactmatch, we will use materials that, in our opinion, match the damaged or lost materials as closely as possible. We will only do this to the part of the structure or room wherethe loss or damage has occurred. We will not pay for matching building materials to create a uniform effect throughout your buildings.
Thank you and kind regards
Stephan Olivier
Client care media manager
Best regards,
Santam's reply18 Nov 2019, 07:16
Official
Dear Alan,
Apologies. We received feedback and was in discussion with Santam Portfolio management in respect of this matter.
We could not find any fault in the decision taken by the plumber, after they did the leak detection, to enter from the inside to repair the pipe -- they confirm and advise even if they attempted to go in from the outside, they would have been able to guarantee no tiles would have been broken in the process, seeing the pipe was so close to the surface, just below the tiles.
As received from PSG are we allowing the retile of the shower floor plus the one wall that was affected and the tiles under the wash hand basin.
Unfortunately the policy is very clear when it comes to the indemnification after a loss -- we mat settle cash, repair, replace or opt for a combination of these three -- it we authorize repairs, we will do so as closely as possible to what it was before the loss -- the building matching material clause is very specific in respect of this -- please find extract below from policy wording:
MATCHING BUILDING MATERIALS
When the insured property is repaired, we are not obliged to do so exactly or precisely, but only as circumstances reasonably allow. Where we cannot achieve an exactmatch, we will use materials that, in our opinion, match the damaged or lost materials as closely as possible. We will only do this to the part of the structure or room wherethe loss or damage has occurred. We will not pay for matching building materials to create a uniform effect throughout your buildings.
Thank you and kind regards
Stephan Olivier
Client care media manager
Apologies. We received feedback and was in discussion with Santam Portfolio management in respect of this matter.
We could not find any fault in the decision taken by the plumber, after they did the leak detection, to enter from the inside to repair the pipe -- they confirm and advise even if they attempted to go in from the outside, they would have been able to guarantee no tiles would have been broken in the process, seeing the pipe was so close to the surface, just below the tiles.
As received from PSG are we allowing the retile of the shower floor plus the one wall that was affected and the tiles under the wash hand basin.
Unfortunately the policy is very clear when it comes to the indemnification after a loss -- we mat settle cash, repair, replace or opt for a combination of these three -- it we authorize repairs, we will do so as closely as possible to what it was before the loss -- the building matching material clause is very specific in respect of this -- please find extract below from policy wording:
MATCHING BUILDING MATERIALS
When the insured property is repaired, we are not obliged to do so exactly or precisely, but only as circumstances reasonably allow. Where we cannot achieve an exactmatch, we will use materials that, in our opinion, match the damaged or lost materials as closely as possible. We will only do this to the part of the structure or room wherethe loss or damage has occurred. We will not pay for matching building materials to create a uniform effect throughout your buildings.
Thank you and kind regards
Stephan Olivier
Client care media manager
Best regards,