Santam & Europe assist's incompetence and total lack of care.

Subject: Complaint regarding your incompetence.

Dear Santam Insurance, (Claim number ***)

I am writing to express my disappointment and frustration with the recent experiences I have had with your services. As a loyal customer, I expect reliable and trustworthy assistance when faced with insurance claims. Unfortunately, my encounters with your team have left me dissatisfied on multiple occasions.

Firstly, I encountered a problem with my geyser, for which I promptly called for assistance. To my dismay, the team that was sent to resolve the issue provided me with incorrect diagnostics. They insisted that I purchase several unnecessary parts and required additional charges for a return visit. However, upon seeking a second opinion from my own honest plumbers, it was discovered that the problem was a simple loose wire on the element. This revelation raises concerns about the competence and qualifications of your teams, as one of them did not even bother to exit the vehicle in the 5 minutes they were here for the initial call out citing rushing for another call but they were payed for a full hour of labour and he still provided a list of unnecessary parts that I needed to buy. This resulted in me wasting my time and money on calls for more than 40mins with santam and fuel driving back to return the previously purchased unnecessary parts. This inefficient and ineffective approach to resolving my claim is unacceptable. As a long term policyholder, I have the right to expect timely and efficient service, especially when it concerns my property's essential functions. I am now concerned that plumbing team may infact not hold any plumbing or electrical qualifications.

I'm also disappointed with the current state of your "Take Me Home" service. It has come to my attention that whenever I make a request for this service, there are never any drivers available. This has happened consistently on occassions where I've required it, to the point where I feel that it is false advertising on your part.

To add to the frustration, whenever I do manage to get through to request a driver, I am always told that I should have booked a day in advance. In comparison, I have had experience with a different insurance company that offers a similar service, and they have always been able to provide a driver when needed.

I chose Santam Insurance based on the advertised benefits and the principle of doing insurance good and proper by comparison to other new kids on the block, but if appears this may. I longer be the case. As a loyal policyholder, I expect better service and prompt assistance when I need it.. I have multiple aspects insured with you and this experience has not only been disappointing but has me seriously considering finding a new insurer