Santam claim delays and lack of support left me stranded for weeks

What has been most frustrating about my experience with Santam is not just the claim itself, but the complete lack of practical support when it mattered most.

After an accident in January 2026, my vehicle was booked in through Santam’s approved repair process. Due to parts being on back order, the vehicle has remained under repair far longer than anticipated due to a delay that is entirely outside of my control and that of the panel beaters.

Despite this, my car hire was not extended. The result? I have been left without transport for weeks while my vehicle is still sitting at the panel beaters. Trying to manage daily responsibilities without any form of mobility, while knowing that the delay is due to parts availability and ongoing internal processes, has been incredibly frustrating.

At the same time, the mechanical portion of the claim has been handled in a way that raises serious concerns. There have been delays, inconsistent feedback, and decisions that appear to have been made without full context. What is most difficult to understand is how a client can be left to carry the impact of all of this with no vehicle, no clear resolution, and no sense of urgency.

I understand that insurers have processes and policies. But those processes should not result in clients being effectively stranded while a claim is still actively in progress.

The matter has now been escalated to the Ombud for independent review.

I sincerely hope Santam reflects on how situations like this are handled, because no client should be left in this position.