dP
denzyl P
1 reviews | Active since Mar 2009
10 Jun 2024, 19:19
SANTAM CLAIM PROCESS IS NOT CUSTOMER FRIENDLY
Hello,im a storm victim that happened in KZN last Monday , my house roof completely blown away , all my rooms turned upside down , hardly anything was salvageable , I lodged my claim the next day with Santam, the claim consultant assigned was Sihlangule Zoneleni yet not one day did I receive a call from her - its been a week since the disaster and I'm still waiting for her to call and advise process, I had to always callback to find out and I get hold of different consultants , this is definitely not the type of service i expect from a huge insurer like Santam, as for temporary accommodation , i have to speak to the field assessor yet whenever i call him he doesn't take my calls because he is too busy assessing houses and doesn't respond to emails, I'm busy staying with family but i need my own place - hope this message reaches the higher management to assist -
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Replies (2)
Santam's replyOfficial
10 Jun 2024, 19:26Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
Best regards,
Santam's reply10 Jun 2024, 19:26
Official
Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
Best regards,
Santam's replyOfficial
11 Jun 2024, 10:39Good day sir,
We are really sorry to hear about your misfortune and bad experience.
We consulted with claims management herein as well and received the following feedback with timeline:
Timeline03/06/2024 – Claim registered and assigned to the Sihlangule Zoneleni 18:3304/06/2024 – First call to the insured was completed at 8:55 the insured was advised that the claim has exceeded her mandate, and the claim would be assigned to a field assessor 04/06/2024 – 12:27 Insured called in and advised that she was worried about her roof, Sihlangule Zoneleni appointed Digicall assessing solution at 12:2704/06/2024 – Digicall has advised that the insured has been contacted and assessment date was arranged for the 6th of June 2024 04/06/2024 – 16:46 The insured called in to ask if we have received the quotation, it has been highlighted that the insured has an unpaid premium on her policy, and she was transferred to the client engagement department to discuss her premium collection05/06/2024 – 15:02 Inbound call Nombuso from CE confirmed that the underwriters confirmed to the client that he can pay his premiums manually05/06/2024 – 15:16 Insured called in to advise that no one has called her , she was provided the field assessor details06/06/2024 – The field assessor – Diagasen Moodley made the following note on the claim file - claim was assessed on Wednesday 05/06/2024 at 1530 with insured Mr pillay06/06/2024 – Field assessor - scope of work sent to contractor07/06/2024 – Requested the insured send quote for alternative accommodation 10/06/2024 – Fiel assessor manager Droey Adari had a discussion with the insured son about the alternative accommodation ClaimBased on the time line no service failure from Sihlangule Zoneleni or Diagasen Moodley.The claim was registered late Monday morning and Sihlangule Called the insured before 9 o’clock to discuss the claim and process.Field assessor along with Digicall was out at the insured home the following day.The following claim is linked to the catastrophe that hit the KZN last week our field assessors along with the desktop assessor have tried their level best to assist all clients telephonically and with assessments.
We note regional management also made contact with your son yesterday:
See below:
Discussion with the client son
He has advised that they have accomodation for R5000 for the month. Have asked for the rental agreement so that we can reimburse him.
There is also storgage and security costs. Have asked that he send me the details and we can work on the claim for him-Droey Adari (10/06/2024 13:55)
The matter is receiving attention and the claim is in process.
We are doing our utmost to service all affected clients as soon as possible and the assessor's are constantly on the road bus y with assessments and thus is not always in a position to take or answer calls.
Thank you and kind regards
Client care
We are really sorry to hear about your misfortune and bad experience.
We consulted with claims management herein as well and received the following feedback with timeline:
Timeline03/06/2024 – Claim registered and assigned to the Sihlangule Zoneleni 18:3304/06/2024 – First call to the insured was completed at 8:55 the insured was advised that the claim has exceeded her mandate, and the claim would be assigned to a field assessor 04/06/2024 – 12:27 Insured called in and advised that she was worried about her roof, Sihlangule Zoneleni appointed Digicall assessing solution at 12:2704/06/2024 – Digicall has advised that the insured has been contacted and assessment date was arranged for the 6th of June 2024 04/06/2024 – 16:46 The insured called in to ask if we have received the quotation, it has been highlighted that the insured has an unpaid premium on her policy, and she was transferred to the client engagement department to discuss her premium collection05/06/2024 – 15:02 Inbound call Nombuso from CE confirmed that the underwriters confirmed to the client that he can pay his premiums manually05/06/2024 – 15:16 Insured called in to advise that no one has called her , she was provided the field assessor details06/06/2024 – The field assessor – Diagasen Moodley made the following note on the claim file - claim was assessed on Wednesday 05/06/2024 at 1530 with insured Mr pillay06/06/2024 – Field assessor - scope of work sent to contractor07/06/2024 – Requested the insured send quote for alternative accommodation 10/06/2024 – Fiel assessor manager Droey Adari had a discussion with the insured son about the alternative accommodation ClaimBased on the time line no service failure from Sihlangule Zoneleni or Diagasen Moodley.The claim was registered late Monday morning and Sihlangule Called the insured before 9 o’clock to discuss the claim and process.Field assessor along with Digicall was out at the insured home the following day.The following claim is linked to the catastrophe that hit the KZN last week our field assessors along with the desktop assessor have tried their level best to assist all clients telephonically and with assessments.
We note regional management also made contact with your son yesterday:
See below:
Discussion with the client son
He has advised that they have accomodation for R5000 for the month. Have asked for the rental agreement so that we can reimburse him.
There is also storgage and security costs. Have asked that he send me the details and we can work on the claim for him-Droey Adari (10/06/2024 13:55)
The matter is receiving attention and the claim is in process.
We are doing our utmost to service all affected clients as soon as possible and the assessor's are constantly on the road bus y with assessments and thus is not always in a position to take or answer calls.
Thank you and kind regards
Client care
Best regards,
Santam's reply11 Jun 2024, 10:39
Official
Good day sir,
We are really sorry to hear about your misfortune and bad experience.
We consulted with claims management herein as well and received the following feedback with timeline:
Timeline03/06/2024 – Claim registered and assigned to the Sihlangule Zoneleni 18:3304/06/2024 – First call to the insured was completed at 8:55 the insured was advised that the claim has exceeded her mandate, and the claim would be assigned to a field assessor 04/06/2024 – 12:27 Insured called in and advised that she was worried about her roof, Sihlangule Zoneleni appointed Digicall assessing solution at 12:2704/06/2024 – Digicall has advised that the insured has been contacted and assessment date was arranged for the 6th of June 2024 04/06/2024 – 16:46 The insured called in to ask if we have received the quotation, it has been highlighted that the insured has an unpaid premium on her policy, and she was transferred to the client engagement department to discuss her premium collection05/06/2024 – 15:02 Inbound call Nombuso from CE confirmed that the underwriters confirmed to the client that he can pay his premiums manually05/06/2024 – 15:16 Insured called in to advise that no one has called her , she was provided the field assessor details06/06/2024 – The field assessor – Diagasen Moodley made the following note on the claim file - claim was assessed on Wednesday 05/06/2024 at 1530 with insured Mr pillay06/06/2024 – Field assessor - scope of work sent to contractor07/06/2024 – Requested the insured send quote for alternative accommodation 10/06/2024 – Fiel assessor manager Droey Adari had a discussion with the insured son about the alternative accommodation ClaimBased on the time line no service failure from Sihlangule Zoneleni or Diagasen Moodley.The claim was registered late Monday morning and Sihlangule Called the insured before 9 o’clock to discuss the claim and process.Field assessor along with Digicall was out at the insured home the following day.The following claim is linked to the catastrophe that hit the KZN last week our field assessors along with the desktop assessor have tried their level best to assist all clients telephonically and with assessments.
We note regional management also made contact with your son yesterday:
See below:
Discussion with the client son
He has advised that they have accomodation for R5000 for the month. Have asked for the rental agreement so that we can reimburse him.
There is also storgage and security costs. Have asked that he send me the details and we can work on the claim for him-Droey Adari (10/06/2024 13:55)
The matter is receiving attention and the claim is in process.
We are doing our utmost to service all affected clients as soon as possible and the assessor's are constantly on the road bus y with assessments and thus is not always in a position to take or answer calls.
Thank you and kind regards
Client care
We are really sorry to hear about your misfortune and bad experience.
We consulted with claims management herein as well and received the following feedback with timeline:
Timeline03/06/2024 – Claim registered and assigned to the Sihlangule Zoneleni 18:3304/06/2024 – First call to the insured was completed at 8:55 the insured was advised that the claim has exceeded her mandate, and the claim would be assigned to a field assessor 04/06/2024 – 12:27 Insured called in and advised that she was worried about her roof, Sihlangule Zoneleni appointed Digicall assessing solution at 12:2704/06/2024 – Digicall has advised that the insured has been contacted and assessment date was arranged for the 6th of June 2024 04/06/2024 – 16:46 The insured called in to ask if we have received the quotation, it has been highlighted that the insured has an unpaid premium on her policy, and she was transferred to the client engagement department to discuss her premium collection05/06/2024 – 15:02 Inbound call Nombuso from CE confirmed that the underwriters confirmed to the client that he can pay his premiums manually05/06/2024 – 15:16 Insured called in to advise that no one has called her , she was provided the field assessor details06/06/2024 – The field assessor – Diagasen Moodley made the following note on the claim file - claim was assessed on Wednesday 05/06/2024 at 1530 with insured Mr pillay06/06/2024 – Field assessor - scope of work sent to contractor07/06/2024 – Requested the insured send quote for alternative accommodation 10/06/2024 – Fiel assessor manager Droey Adari had a discussion with the insured son about the alternative accommodation ClaimBased on the time line no service failure from Sihlangule Zoneleni or Diagasen Moodley.The claim was registered late Monday morning and Sihlangule Called the insured before 9 o’clock to discuss the claim and process.Field assessor along with Digicall was out at the insured home the following day.The following claim is linked to the catastrophe that hit the KZN last week our field assessors along with the desktop assessor have tried their level best to assist all clients telephonically and with assessments.
We note regional management also made contact with your son yesterday:
See below:
Discussion with the client son
He has advised that they have accomodation for R5000 for the month. Have asked for the rental agreement so that we can reimburse him.
There is also storgage and security costs. Have asked that he send me the details and we can work on the claim for him-Droey Adari (10/06/2024 13:55)
The matter is receiving attention and the claim is in process.
We are doing our utmost to service all affected clients as soon as possible and the assessor's are constantly on the road bus y with assessments and thus is not always in a position to take or answer calls.
Thank you and kind regards
Client care
Best regards,