Santam joining the bad customer service bunch

Looks like Santam has also now fallen into the terrible Client Service hole. I am a loyal client for more than 20 years with my short-term insurance with Santam. In the 20 years ive always received swift and friendly service. Well, up until now.

On 22 July 2022 we had a break-in and ******* at out home, gates/doors were damage, and stuff ******. The building portion is insured with Outsurance, and the house contents with Santam. On the same day, ive registered a claim with Outsurance for fixing the broken gates/doors etc. The next day a service provider came to assess the damage, the next Friday 29 July, everything was fixed to my satisfaction. Well done Outsurance!! On Monday 25 July 2022 ive registred a claim with Santam for the ****** items. Lillian Jacobus was appointed to handle my claim, and I received an email from her to submit list of ****** items and quotations for the replacements. It took us a week to get prices/quotations for all the ****** items, and on Monday 1 Aug 2022 ive uploaded the list and supporting documentation onto the Santam website, attached to my claim. Ive sent an email to Lilian to inform her of the data now being uploaded, and to let me know whether there are any more info needed. Ive received no email back. On the morning of Thursday 4 Aug 2022 ive sent another email to Lilian to ask for confirmation that she received my email. Ive received no email back. So I decided to call her. and she told me she will check for emails. After that, ive received an email to inform me that the amount claimed is above her approval limit, and that Johan Immelman is now appointed to handle my claim.

So since 4 Aug ive been waiting for Johan to contact me, to no avail. On the morning of 10 Aug 2022 ive sent an email to Johan to ask what is the progress with my claim, and the reasons for my claim taking so long to finalize. Ive received no email back, and no communication from Santam whatsoever.