Santam lack of feedback on excess waiver

When I switched to Santam Direct in January 2022, I was assured my policy would be exactly the same, just the broker fee would be removed as I no longer have a broker.

I have had to lodge a claim for my one vehicle and am now being told I owe an excess of R4000 where my policy was always on an excess waiver for both vehicles. I immediately sent an email to complaints on 26 August which has yet to be read or acknowledged. I also told this to the motor claims consultant on 29 August, attached the different policies and he promised to escalate it. No feedback was recieved to date.

When the assessor contacted me, I told him the same on 5 September and he said he would follow up. The last motor service consultant that contacted me on 19 September to find out why I was delaying taking my vehicle in to be repaired was also told of the situation. She at least got another assessor to contact me as the other two people I has spoken to were on leave, and he was unable to assist because he is not part of underwriting but said he would escalate it on 23 September.

Another email was sent on 27 September also without a response.

I cannot take my vehicle in to be repaired as they will not release it without me paying the R4000 excess. I have been paying a premium for a policy that is supposed to have an excess waiver on both cars and this was taken off by Santam, without with my knowledge or permission and now no one is coming back to me but I am being nagged to take my vehicle in.

At this rate I should cancel my policy and fix the vehicle myself for that R4000 because after many years of being a Santam client, I am very disappointed in the lack of service and feedback.