cW
christopher W
1 reviews | Active since Feb 2015
31 Oct 2022, 12:17
SANTAM don't care
a one star is even too much for the pathetic service i am getting form SANTAM, surely i am paying less compared to other vehicle insurers, but the first time in many years that i dealing with them i see why. they just dont care about calling you and keeping you updated. i even lodged a complaint with them regarding their lack of feedback and response times, but it continues. i am leaving this nonsense and am willing to pay more to get decent service....sies man.
Helpful (0)
Replies (16)0
Replies (16)
Santam's replyOfficial
31 Oct 2022, 12:36Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
Best regards,
Santam's reply31 Oct 2022, 12:36
Official
Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
Best regards,
cW
christopher W's updateReviewer Update
31 Oct 2022, 13:02Santam is refusing to pay out my claim because the ignition wasn't damaged enough according to them. they can only cover if the damage is sufficient, nevermind the fact that i had to pay a locksmith to open the ignition and fix the problem. the fact that you have to call out a locksmith to repair the ignition indicates that the was damage enough that I couldn't operate my vehicle.
cW
christopher W's update31 Oct 2022, 13:02
Reviewer Update
Santam is refusing to pay out my claim because the ignition wasn't damaged enough according to them. they can only cover if the damage is sufficient, nevermind the fact that i had to pay a locksmith to open the ignition and fix the problem. the fact that you have to call out a locksmith to repair the ignition indicates that the was damage enough that I couldn't operate my vehicle.
Santam's replyOfficial
31 Oct 2022, 13:27Good day sir,
We thank you for your review.
Yes we acknowledge you have lodged a complaint last week Wednesday 26/10 and was handled by one of our client care managers.
We believe contact was made with you and required documentation was requested which was received 27/10.
The claim need to be validated and we require the documentation before a decision can be made in respect of settlement or not.
Claims tried making contact on Friday 28/10 to discuss the outcome but could not get hold of you.
We believe contact was made earlier today to advise of the outcome of the claim.
Thank you and kind regards
Client care
We thank you for your review.
Yes we acknowledge you have lodged a complaint last week Wednesday 26/10 and was handled by one of our client care managers.
We believe contact was made with you and required documentation was requested which was received 27/10.
The claim need to be validated and we require the documentation before a decision can be made in respect of settlement or not.
Claims tried making contact on Friday 28/10 to discuss the outcome but could not get hold of you.
We believe contact was made earlier today to advise of the outcome of the claim.
Thank you and kind regards
Client care
Best regards,
Santam's reply31 Oct 2022, 13:27
Official
Good day sir,
We thank you for your review.
Yes we acknowledge you have lodged a complaint last week Wednesday 26/10 and was handled by one of our client care managers.
We believe contact was made with you and required documentation was requested which was received 27/10.
The claim need to be validated and we require the documentation before a decision can be made in respect of settlement or not.
Claims tried making contact on Friday 28/10 to discuss the outcome but could not get hold of you.
We believe contact was made earlier today to advise of the outcome of the claim.
Thank you and kind regards
Client care
We thank you for your review.
Yes we acknowledge you have lodged a complaint last week Wednesday 26/10 and was handled by one of our client care managers.
We believe contact was made with you and required documentation was requested which was received 27/10.
The claim need to be validated and we require the documentation before a decision can be made in respect of settlement or not.
Claims tried making contact on Friday 28/10 to discuss the outcome but could not get hold of you.
We believe contact was made earlier today to advise of the outcome of the claim.
Thank you and kind regards
Client care
Best regards,
Santam's replyOfficial
31 Oct 2022, 14:40Mr Williams,
In regard to your claim being rejected.
We believe this was discussed and the reasons why we cannot accommodate your claim was discussed and explained to you.
You have limited cover for this particular vehicle, meaning you do not have comprehensive cover, and the cover is limited to third party, fire and theft.
The ignition is damaged, no damage to the keys itself -- the cover for keys will only come into effect should the keys be damaged or lost, which is not what happened in this instance.
The claim for the ignition cannot be entertaine ddue to the limited cover applicable on the policy.
An official rejection letter will be sent to you before close of business today still.
Kind regards
Client care
In regard to your claim being rejected.
We believe this was discussed and the reasons why we cannot accommodate your claim was discussed and explained to you.
You have limited cover for this particular vehicle, meaning you do not have comprehensive cover, and the cover is limited to third party, fire and theft.
The ignition is damaged, no damage to the keys itself -- the cover for keys will only come into effect should the keys be damaged or lost, which is not what happened in this instance.
The claim for the ignition cannot be entertaine ddue to the limited cover applicable on the policy.
An official rejection letter will be sent to you before close of business today still.
Kind regards
Client care
Best regards,
Santam's reply31 Oct 2022, 14:40
Official
Mr Williams,
In regard to your claim being rejected.
We believe this was discussed and the reasons why we cannot accommodate your claim was discussed and explained to you.
You have limited cover for this particular vehicle, meaning you do not have comprehensive cover, and the cover is limited to third party, fire and theft.
The ignition is damaged, no damage to the keys itself -- the cover for keys will only come into effect should the keys be damaged or lost, which is not what happened in this instance.
The claim for the ignition cannot be entertaine ddue to the limited cover applicable on the policy.
An official rejection letter will be sent to you before close of business today still.
Kind regards
Client care
In regard to your claim being rejected.
We believe this was discussed and the reasons why we cannot accommodate your claim was discussed and explained to you.
You have limited cover for this particular vehicle, meaning you do not have comprehensive cover, and the cover is limited to third party, fire and theft.
The ignition is damaged, no damage to the keys itself -- the cover for keys will only come into effect should the keys be damaged or lost, which is not what happened in this instance.
The claim for the ignition cannot be entertaine ddue to the limited cover applicable on the policy.
An official rejection letter will be sent to you before close of business today still.
Kind regards
Client care
Best regards,
cW
christopher W's updateReviewer Update
31 Oct 2022, 16:19the claim was registered on 23/10/2022. i was told i will be contacted on the 24th. i wasnt contacted and had to call in. the person that was assigned to this couldnt assist me with anything and referred me to a colleague. each time i had to call in. get your facts in order please. secondly when i called in it was explained to me that this was covered and thats why i had sent in pictures with a quote and a damage report. after doing everything that was required of me and if you listen to the phone conversations it is clear that i had all the expectations that this claim will be processed. the wording on the document that i received from santam clearly shows keys, locks and remote. the ignition is part of the lock system of the vehicle, so unless you can change the document you send to me and change the explanation from the consultant then that wont change the anything to the claim that io have sent through
cW
christopher W's update31 Oct 2022, 16:19
Reviewer Update
the claim was registered on 23/10/2022. i was told i will be contacted on the 24th. i wasnt contacted and had to call in. the person that was assigned to this couldnt assist me with anything and referred me to a colleague. each time i had to call in. get your facts in order please. secondly when i called in it was explained to me that this was covered and thats why i had sent in pictures with a quote and a damage report. after doing everything that was required of me and if you listen to the phone conversations it is clear that i had all the expectations that this claim will be processed. the wording on the document that i received from santam clearly shows keys, locks and remote. the ignition is part of the lock system of the vehicle, so unless you can change the document you send to me and change the explanation from the consultant then that wont change the anything to the claim that io have sent through
Santam's replyOfficial
31 Oct 2022, 17:00Thank you Mr Williams
Your further comment is noted.
Your complaint lodged with our office last week Wednesday was handled by one of our managers and feedback provided.
We have however requested the registration call.
Please advise who you spoke with the second time and told you it would be covered -- can you recall the person's name?
Await your feedback herein?
We will also revert back once we have these conversations.
Regards
Client care
Your further comment is noted.
Your complaint lodged with our office last week Wednesday was handled by one of our managers and feedback provided.
We have however requested the registration call.
Please advise who you spoke with the second time and told you it would be covered -- can you recall the person's name?
Await your feedback herein?
We will also revert back once we have these conversations.
Regards
Client care
Best regards,
Santam's reply31 Oct 2022, 17:00
Official
Thank you Mr Williams
Your further comment is noted.
Your complaint lodged with our office last week Wednesday was handled by one of our managers and feedback provided.
We have however requested the registration call.
Please advise who you spoke with the second time and told you it would be covered -- can you recall the person's name?
Await your feedback herein?
We will also revert back once we have these conversations.
Regards
Client care
Your further comment is noted.
Your complaint lodged with our office last week Wednesday was handled by one of our managers and feedback provided.
We have however requested the registration call.
Please advise who you spoke with the second time and told you it would be covered -- can you recall the person's name?
Await your feedback herein?
We will also revert back once we have these conversations.
Regards
Client care
Best regards,
cW
christopher W's updateReviewer Update
31 Oct 2022, 19:05can you advise me what is the next step? you are clearly not interested in resolving this issue and I'm not going to write the whole day. you can visit the calls between myself and santam for further to hear the conversations. the rejection letter also clearly states or shows that locks are covered. the barrel of the ignition is considered as part of the lock and not part of the ignition as the steering was locked and could not be moved with the key not turning. who can i appeal this too or should i use the information on the rejection letter.
cW
christopher W's update31 Oct 2022, 19:05
Reviewer Update
can you advise me what is the next step? you are clearly not interested in resolving this issue and I'm not going to write the whole day. you can visit the calls between myself and santam for further to hear the conversations. the rejection letter also clearly states or shows that locks are covered. the barrel of the ignition is considered as part of the lock and not part of the ignition as the steering was locked and could not be moved with the key not turning. who can i appeal this too or should i use the information on the rejection letter.
Santam's replyOfficial
01 Nov 2022, 06:44Mr Williams,
As noted above in my response to you, we will trace the recordings, listen to them and have we also escalated to management ti revert back to us.
Upon receipt I will revert back to you.
Please allow us to revert back and if you are still not satisfied, you may use the escalation as noted on the rejection letter.
Kind regards
Client care
As noted above in my response to you, we will trace the recordings, listen to them and have we also escalated to management ti revert back to us.
Upon receipt I will revert back to you.
Please allow us to revert back and if you are still not satisfied, you may use the escalation as noted on the rejection letter.
Kind regards
Client care
Best regards,
Santam's reply01 Nov 2022, 06:44
Official
Mr Williams,
As noted above in my response to you, we will trace the recordings, listen to them and have we also escalated to management ti revert back to us.
Upon receipt I will revert back to you.
Please allow us to revert back and if you are still not satisfied, you may use the escalation as noted on the rejection letter.
Kind regards
Client care
As noted above in my response to you, we will trace the recordings, listen to them and have we also escalated to management ti revert back to us.
Upon receipt I will revert back to you.
Please allow us to revert back and if you are still not satisfied, you may use the escalation as noted on the rejection letter.
Kind regards
Client care
Best regards,
cW
christopher W's updateReviewer Update
01 Nov 2022, 09:55i dont know or understand what is your role here. is it just to keep on telling me this claim is rejected or is it to look at facts? your rejection letter states that the claim is rejected because only the keys are covered, and the damage is to the ignition. Below that under vehicle keys, you have in brackets, including related locks and after the brackets you have locks. below that you say the compensation includes the reasonable costs you incur for calling out a locksmith due to an emergency caused by such loss or damage.
all of this in your rejection letter that you sent still shows that i can reasonably expect this claim to be covered. so this is what i will take forward to the adjudicator and to the ombudsman when required.
all of this in your rejection letter that you sent still shows that i can reasonably expect this claim to be covered. so this is what i will take forward to the adjudicator and to the ombudsman when required.
cW
christopher W's update01 Nov 2022, 09:55
Reviewer Update
i dont know or understand what is your role here. is it just to keep on telling me this claim is rejected or is it to look at facts? your rejection letter states that the claim is rejected because only the keys are covered, and the damage is to the ignition. Below that under vehicle keys, you have in brackets, including related locks and after the brackets you have locks. below that you say the compensation includes the reasonable costs you incur for calling out a locksmith due to an emergency caused by such loss or damage.
all of this in your rejection letter that you sent still shows that i can reasonably expect this claim to be covered. so this is what i will take forward to the adjudicator and to the ombudsman when required.
all of this in your rejection letter that you sent still shows that i can reasonably expect this claim to be covered. so this is what i will take forward to the adjudicator and to the ombudsman when required.
cW
christopher W's updateReviewer Update
01 Nov 2022, 10:01What i wanted to mention also is that the barrel of the ignition forms part of the locks as it is not the electrical part of the ignition. the key could not turn in the vehicle and unlock the steering wheel and start the car. That is the part that is covered and not the electrical part.
cW
christopher W's update01 Nov 2022, 10:01
Reviewer Update
What i wanted to mention also is that the barrel of the ignition forms part of the locks as it is not the electrical part of the ignition. the key could not turn in the vehicle and unlock the steering wheel and start the car. That is the part that is covered and not the electrical part.
Santam's replyOfficial
01 Nov 2022, 10:27Mr Williams,
Your posts here are noted.
Based on the above we have requested the registration calls and feedback from our Claims Technical Advice division.
I duly note your comments and submissions and understand your views.
I will revert upon receipt of their feedback.
Kind regards
Stephan Olivier
Client care media manager
Your posts here are noted.
Based on the above we have requested the registration calls and feedback from our Claims Technical Advice division.
I duly note your comments and submissions and understand your views.
I will revert upon receipt of their feedback.
Kind regards
Stephan Olivier
Client care media manager
Best regards,
Santam's reply01 Nov 2022, 10:27
Official
Mr Williams,
Your posts here are noted.
Based on the above we have requested the registration calls and feedback from our Claims Technical Advice division.
I duly note your comments and submissions and understand your views.
I will revert upon receipt of their feedback.
Kind regards
Stephan Olivier
Client care media manager
Your posts here are noted.
Based on the above we have requested the registration calls and feedback from our Claims Technical Advice division.
I duly note your comments and submissions and understand your views.
I will revert upon receipt of their feedback.
Kind regards
Stephan Olivier
Client care media manager
Best regards,
Santam's replyOfficial
02 Nov 2022, 15:39Good day Mr Williams,
We consulted again with Claims Technical Advice as well as Head Office Underwriting as well.
Our response below on this matter:
In my opinion the claim was incorrectly rejected. Just to emphasize, a claim under the Vehicle section cannot be rejected due to the event not being an insured peril, as this section is not peril based. An ignition is deemed to be a lock and therefore will be covered under the coverage “Vehicle keys” as per the policy wording extract highlighted below. VEHICLE KEYS We cover loss of or damage to keys (including related locks which must be replaced due to the loss or damage), locks, access cards, and remote-control units used in connection with your vehicle. If necessary, we also cover the reprogramming of any coded security system of your vehicle. Our compensation includes the reasonable costs you incur for calling out a locksmith due to an emergency caused by such loss or damage. Cover for vehicle keys is worldwide. Our compensation is limited to the amount shown in your policy summary. A claim under this cover will not affect your no-claim bonus
We have instructed claims to make contact with you to finalise the claim.
We do apologise for the frustration and inconvenience this has caused.
Thank you and kind regards
Stephan Olivier
Client care media manager
We consulted again with Claims Technical Advice as well as Head Office Underwriting as well.
Our response below on this matter:
In my opinion the claim was incorrectly rejected. Just to emphasize, a claim under the Vehicle section cannot be rejected due to the event not being an insured peril, as this section is not peril based. An ignition is deemed to be a lock and therefore will be covered under the coverage “Vehicle keys” as per the policy wording extract highlighted below. VEHICLE KEYS We cover loss of or damage to keys (including related locks which must be replaced due to the loss or damage), locks, access cards, and remote-control units used in connection with your vehicle. If necessary, we also cover the reprogramming of any coded security system of your vehicle. Our compensation includes the reasonable costs you incur for calling out a locksmith due to an emergency caused by such loss or damage. Cover for vehicle keys is worldwide. Our compensation is limited to the amount shown in your policy summary. A claim under this cover will not affect your no-claim bonus
We have instructed claims to make contact with you to finalise the claim.
We do apologise for the frustration and inconvenience this has caused.
Thank you and kind regards
Stephan Olivier
Client care media manager
Best regards,
Santam's reply02 Nov 2022, 15:39
Official
Good day Mr Williams,
We consulted again with Claims Technical Advice as well as Head Office Underwriting as well.
Our response below on this matter:
In my opinion the claim was incorrectly rejected. Just to emphasize, a claim under the Vehicle section cannot be rejected due to the event not being an insured peril, as this section is not peril based. An ignition is deemed to be a lock and therefore will be covered under the coverage “Vehicle keys” as per the policy wording extract highlighted below. VEHICLE KEYS We cover loss of or damage to keys (including related locks which must be replaced due to the loss or damage), locks, access cards, and remote-control units used in connection with your vehicle. If necessary, we also cover the reprogramming of any coded security system of your vehicle. Our compensation includes the reasonable costs you incur for calling out a locksmith due to an emergency caused by such loss or damage. Cover for vehicle keys is worldwide. Our compensation is limited to the amount shown in your policy summary. A claim under this cover will not affect your no-claim bonus
We have instructed claims to make contact with you to finalise the claim.
We do apologise for the frustration and inconvenience this has caused.
Thank you and kind regards
Stephan Olivier
Client care media manager
We consulted again with Claims Technical Advice as well as Head Office Underwriting as well.
Our response below on this matter:
In my opinion the claim was incorrectly rejected. Just to emphasize, a claim under the Vehicle section cannot be rejected due to the event not being an insured peril, as this section is not peril based. An ignition is deemed to be a lock and therefore will be covered under the coverage “Vehicle keys” as per the policy wording extract highlighted below. VEHICLE KEYS We cover loss of or damage to keys (including related locks which must be replaced due to the loss or damage), locks, access cards, and remote-control units used in connection with your vehicle. If necessary, we also cover the reprogramming of any coded security system of your vehicle. Our compensation includes the reasonable costs you incur for calling out a locksmith due to an emergency caused by such loss or damage. Cover for vehicle keys is worldwide. Our compensation is limited to the amount shown in your policy summary. A claim under this cover will not affect your no-claim bonus
We have instructed claims to make contact with you to finalise the claim.
We do apologise for the frustration and inconvenience this has caused.
Thank you and kind regards
Stephan Olivier
Client care media manager
Best regards,
cW
christopher W's updateReviewer Update
02 Nov 2022, 16:12Thank you...
cW
christopher W's update02 Nov 2022, 16:12
Reviewer Update
Thank you...
Santam's replyOfficial
02 Nov 2022, 16:42Only a pleasure Mr Williams
Best regards,
Santam's reply02 Nov 2022, 16:42
Official
Only a pleasure Mr Williams
Best regards,
cW
christopher W's updateReviewer Update
07 Nov 2022, 10:50Good day. is it really necessary to lodge a new complaint with Santam. i am waiting for SANTAM to contact me regarding the claim that was accepted. how long will this take now?
cW
christopher W's update07 Nov 2022, 10:50
Reviewer Update
Good day. is it really necessary to lodge a new complaint with Santam. i am waiting for SANTAM to contact me regarding the claim that was accepted. how long will this take now?
Santam's replyOfficial
07 Nov 2022, 12:14Mr Williams,
We have followed up with claims and requested they urgently make contact with you to finalise.
Apologies for the delays.
Regards
Stephan Olivier
Client care media manager
We have followed up with claims and requested they urgently make contact with you to finalise.
Apologies for the delays.
Regards
Stephan Olivier
Client care media manager
Best regards,
Santam's reply07 Nov 2022, 12:14
Official
Mr Williams,
We have followed up with claims and requested they urgently make contact with you to finalise.
Apologies for the delays.
Regards
Stephan Olivier
Client care media manager
We have followed up with claims and requested they urgently make contact with you to finalise.
Apologies for the delays.
Regards
Stephan Olivier
Client care media manager
Best regards,