1 reviews | Active since Nov 2024
Santam Claim
On the 10th May this year a vehicle belonging to my opposite neighbour reversed across the road and hit my boundary wall, breaking part of it and seriously undermining approximately 10 meters of its length. Four days later I left for a month’s holiday which could not be cancelled or altered in any way. My neighbour is insured with SANTAM. I was forwarded contact details and followed the instructions required to submit a 3rd party claim with SANTAM. This process took an inordinate length of time; the contact person at SANTAM was off-hand and at times appeared to be “ghosting” me. Eventually we were told that the matter had been escalated. Eventually I was sent an offer of settlement amounting to about 65% of what it will cost to restore the wall. I have rejected the offer twice. I expect not to have to pay towards the repair. I await again for a reply. It is now the 11th November and the wall remains an eyesore and a danger to passers-by should it collapse further. There are now four weeks until the builders’ holiday. Maybe next year sometime this matter will be resolved? I am absolutely gobsmacked at SANTAM’s tardiness and that they somehow think that I should share the cost of restoration. I am at my wits end. SANTAM obviously couldn’t care less.
SANTAM's response leaves us without resolution.
Some of their assertions are incorrect:
"In between the 9th and the 10th of October 2024, you disputed the offer stating that the insurer had to deal directly with an approved supplier". I did not state that the insurer had to deal directly with any supplier. My assertion was meant to be understood as, if the insurer is disputing the quantum of the quotation are at liberty to appoint a supplier of their choice. This practice is common in the insurance space.
"The delay in the matter, is essentially due to no resolution reached with acceptance of the offer". This is incorrect; email correspondence with SANTAM began prior to the 18th July. Both myself and the insured party have sent multiple emails trying to find resolution.
"The insurer is not willing to amend the offer, and they await your acceptance thereof". I'm still waiting for their reasoning; WHY are they leaving me with 35% of the bill to pay?
"Should you have any further questions, you are welcome to contact our office". Thank you, but would there be any point?
For legal reasons I cannot accept settlement offer at this stage.
I would like to have this matter addressed by senior management.
SANTAM's response leaves us without resolution.
Some of their assertions are incorrect:
"In between the 9th and the 10th of October 2024, you disputed the offer stating that the insurer had to deal directly with an approved supplier". I did not state that the insurer had to deal directly with any supplier. My assertion was meant to be understood as, if the insurer is disputing the quantum of the quotation are at liberty to appoint a supplier of their choice. This practice is common in the insurance space.
"The delay in the matter, is essentially due to no resolution reached with acceptance of the offer". This is incorrect; email correspondence with SANTAM began prior to the 18th July. Both myself and the insured party have sent multiple emails trying to find resolution.
"The insurer is not willing to amend the offer, and they await your acceptance thereof". I'm still waiting for their reasoning; WHY are they leaving me with 35% of the bill to pay?
"Should you have any further questions, you are welcome to contact our office". Thank you, but would there be any point?
For legal reasons I cannot accept settlement offer at this stage.
I would like to have this matter addressed by senior management.