Santam is playing with our lives!

<p>Claim reference number: ********** 79</p> <p>The Vehicle was parked in O.R Tambo ba*****t parking during the flood on 09/11/2016. My husband and I returned from Germany on the evening of the 14/11/2016. By then the ba*****t had been dried up but my vehicle was very smelly and the interior of the car was soaking wet up to the middle consoles inside the car. The car started but there was a strange noise in the engine. Because it was evening and we didn’t want to tow the vehicle unnecessarily, we decided to take the risk and drive it home. I took the vehicle to Santam drive-in centre first thing the next morning. We were told that the vehicle will never be safe and trustworthy again, due to the electronics running underneath the car, so Santam made a verbal decision on that day to write the car off. At that time, the engine was still making a strange noise and the air conditioning stopped working. A few days later, Santam changed their mind and decided a “valet” and change of carpets should fix the car. We have been told numerous times by Honda and Santam’s mechanical staff that future faults will only become prevalent over a period of time and that the car is not safe. </p> <p>Email send to Santam by my husband:</p> <p>During our trip from 06/11 to 14/11, the vehicle was flooded on 09/11 due to it's location in B2, O.R.Tambo ba*****t parking.</p> <p>The vehicle was taken to your assessment center in Garsfontein Rd on 15/11 and we were informed by B.... that the vehicle is to be written off. He made it clear that, due to water ingress, further problems would become prevalent over time, and the best route would be to write the vehicle off. We were told to bring the vehicle the following day in order for the process to be finalized.</p> <p>We returned the vehicle on 16/11 (This is when the air conditioner failed), keys were given to B.... and the car was left with Santam.(8 Days after the flood) That afternoon, B....informed us that Santam "management" had put the process on hold until further investigation.</p> <p>On the 17/11, B... ,again, informed us that, yes, the vehicle is s****ped, and a value was being obtained from the assessors.</p> <p>Santam management then informed B.... on 18/11, that the vehicle must be inspected by Honda...?</p> <p>After hearing nothing from Santam, we drove to B.... on 22/11 to get clarity.(14 days after the flood). He informed us that Honda had sent an assessment as per the report already in Santam's possession.</p> <p>We then met with E... and P.... at Honda Menlyn, to discuss the assessment. It was, again, made clear to us that the vehicle should be s****ped, as water ingress will probably cause short / long term problems with, mainly but not exclusively, the electrical circuits. </p> <p>Further to this, Honda had concern about future rust issues at chassis level, as well as possible engine issues.</p> <p>Today, 28/11, we were informed by Z... that Santam will replace the carpets and flush the engine.(21 days since the flood)</p> <p>To this, the following:</p> <p>Nothing has thus far been done to the vehicle since 09/11. The water is still in the vehicle. When mentioning electrical ccts, I understand this to encompass, airbag control, abs, power steering control, safety indications etc..</p> <p>Santam cannot deny that water ingress added to the capillary nature of water in cables, over a 21 day period, will, by now, have done damage.</p> <p>If I understand Santam's reasoning, you seem to be prepared to risk my family's lives, for the sake of a few Rand.</p> <p>Report 2 from Honda makes it very clear that they cannot guarantee a safe vehicle in the long term. Santam management, on the other hand, believes a good valet will solve these issues.</p> <p>Z.... comment, that " Santam will not walk away from this claim" will have very little meaning when the vehicle's safety systems collapse while my family is driving on the highway at 120km/h.</p> <p>Santam's original assessment of the vehicle, as confirmed during our meeting with Honda, was correct, the vehicle must be s****ped. This vehicle is not safe and can never be sold again.</p> <p>If Santam management insists on the valet solution, I request, in writing, a guarantee from yourselves, that, after the valet, the vehicle's safety systems will perform as per manufacturer's specifications for the remainder of the life of the vehicle.</p> <p>If Honda is willing to do the work, I request a similar letter from them. This being said, I cannot, with a clear conscience, allow my wife or children to ever drive in this vehicle again.</p> <p> </p> <p>EMAIL FROM SANTAM:</p> <p>Afternoon,</p> <p> </p> <p>I do understand but bear in mind that this vehicle was driven to the Santam assessment centre . If the water ingress was that severe this would not be possible . The letter received from Honda doesn’t stipulate that the vehicle must be written off . Honda can’t confirm if there would be any damage in the future . Currently there are none , besides for the wet carpets that have dried up now but the smell is bad.</p> <p>Please note that B.... recommendation was subject to managements approval . </p> <p>Santam are willing as per the policy to repair what is damaged , In this instance it’s the replacement of the carpets and flushing of the vehicle . </p> <p>As mentioned previously , Santam will honour the repairs done as long as you are the owner of the vehicle. After the repairs Santam will take your vehicle to Honda for a quality check which will also give you peace of mind . </p> <p>I trust you find the above in order .</p> <p> </p> <p>Regards</p> <p> </p> <p> </p> <p> </p> <p> </p> <p>My husband's reply: </p> <p> </p> <p>Z...,</p> <p>"bear in mind that this vehicle was driven to the Santam assessment centre If the water ingress was that severe this would not be possible"...... Are you serious ???</p> <p>It is clear that you have made no effort, or are not willing to understand the concept of long term water damage to electrical cabling.and switch gear.</p> <p>You say the vehicle is dry now, meaning the water managed to evaporate in a completely sealed vehicle over a period of 22 days, where did it go? Into the dash electronics...?</p> <p>As you clearly did not read my mail properly, I refer you to "We returned the vehicle on 16/11 (This is when the air conditioner failed)"</p> <p>To put it in plain English, this is the first electrical failure of probably many to come.Rust at chassis level is a matter all on it's own.</p> <p>It's clear that you have been told to ignore safety for the sake of money.</p> <p>Any further discussion with you, personally, on this matter will be counter productive.</p> <p>We will contact Santam tomorrow.</p> <p>Kindest Regards</p> <p> </p> <p>I personally contacted Z... the next day, 30/11/2016 as well as Honda. Honda was not aware of the noise in the engine or the fact that the air conditioner was not working. I’ve asked Z... to send the car back to Honda for a re-assessment which they did. Nobody bothered to contact me, or keep me informed on the progress or the findings.</p> <p>This morning, 07/12/2016, I drove to Honda Menlyn. E... was in charge of the assessment and admitted that the air conditioner does not work. The sound in the engine seem to have disappeared. He told me it could have been some dirt from the flood that has fallen out in the meantime. He still could not believe that Santam would risk their clients safety by ordering a valet and a change of carpets. </p> <p>I proceeded to Santam drive-in centre. They informed me that the vehicle had a go-ahead for replacing the carpets, flushing of the engine and a valet. I asked them who gave the go ahead to which they could not reply. I found my vehicle in the workshop where they were busy stripping it without my consent. I managed to sneak a few photo’s but was shunned outside of the workshop twice. Are they perhaps trying to conceal the damage by any chance because I definitely did not give my approval for any repairs?</p> <p>Also, no mention of replacing the seats as per the assessment we received or repairing the air conditioning which is the biggest problem at this stage. </p> <p> </p>