SANTAM GETTING VERY INEFFICIENTTHESE DAYS

Shocking experience with a claim. Zero backup from broker, AON and all round disgrace. Our house owners policy applies - at all of R 1 000 per month. Had an incident involving damage to our geyser caused by municipal shutdown and problematic startup of the bulk water supply. Broker entered it as an extension of cover under "Geyser Maintenance" however Santam only processed it under some Home Assistance aspect of the policy AON By Design. AON'S note to Santam erroneously and prejudicially contained the words "Own Damage" so repair components to the geyser are now not being paid by the insurer, only the labour. Have now sent three of four emails to the officials involved at Santam and AON - ZERO reponse. Plumber has now invoiced me for the spare parts, that were destroyed by the Municipality's accident. Why does one always have to escalate a claim to Santam theses days? The rank incompetence and inadequate file work by this once powerful short term insurer is becoming legendary. For example: Their paperwork is so inappropriate that I received letter from two different desktop assessors appointed on the same job.