1 reviews | Active since Jun 2018
Santam: HORRIFIC AND POOR SERVICE
Claim no: ********** 13
I have been insured with Santam since July 2016 and have a comprehensive car insurance cover with them. In July 2017 I was bumped by a car behind whilst my car was stationary at the traffic lights waiting for the robot to turn green. The lady who bumped me and I exchanged details, reported the accident at the nearest police station and sent through everything to Santam.
Nearly a year later, Santam has not honored the claim nor did they even have the decency to keep me up to date of what is happening with my claim for the 7months!
The few emails I have been receiving since the beginning of 2018 ALL state that the claim is being handled by the legal team and that I should wait for 90days for feedback! 90 days since July 2017?????
I understand that processes take time but I did not expect such an esteemed insurance company would take nearly a year just to tell me that I should keep waiting for 90 days. Especially since I have comprehensive cover!
I first had to keep calling the call center and the legal team who never answers their phones to get some form of feedback, and now I seem to be getting the same feedback since the beginning of the year to WAIT FOR 90 DAYS!
I believe my claim is either not prioritised or Santam is just *********** when it comes to managing claims. I need my claim to be sorted so that I can cancel my policy so that I can go back to Outsurance!
Good morning,
We thank you for your post above. We are really sorry to hear about the inconvenience this has caused you.
We note that the claim for your own damages had been finalised, your vehicle had been repaired and you have paid the excess to the repairer. Kindly note that the excess payable is the first amount payable by you on each and every claim, irrespective of liability.
We assume what you are referring to, is the recovery of the excess amount from the third party -- we will contact our legal team to find out the latest on this matter and will revert back to you. Please take note that there are unfortunately no guarantee that we will refund your excess to you, only when we have recovered all the costs we incurred on the claim, we will be in a position to refund your excess.
We will revert back shortly.
Thank you and kind regards.
Stephan Olivier
Client care media manager
Good morning,
We thank you for your post above. We are really sorry to hear about the inconvenience this has caused you.
We note that the claim for your own damages had been finalised, your vehicle had been repaired and you have paid the excess to the repairer. Kindly note that the excess payable is the first amount payable by you on each and every claim, irrespective of liability.
We assume what you are referring to, is the recovery of the excess amount from the third party -- we will contact our legal team to find out the latest on this matter and will revert back to you. Please take note that there are unfortunately no guarantee that we will refund your excess to you, only when we have recovered all the costs we incurred on the claim, we will be in a position to refund your excess.
We will revert back shortly.
Thank you and kind regards.
Stephan Olivier
Client care media manager