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JV
Johan V

1 reviews | Active since Mar 2009

03 May 2022, 13:00

Santam lack of services.

I have been a customer for many years with Santam and never had any issues until now. I'm in the process of moving my home owners insurance over to Santam and tried to make contact with them last week and today but failed to get through. According to Santam, most of their consultants work from home. This is creating a service issue as there is no supervision and no service. Should Santam see this practice as a standard in the type of service to expect from them, better I move my business to an insurer that is capable of delivering a service to their customers.

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Replies (6)
Santam
Santam's reply03 May 2022, 13:21
Official
Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
Santam
Santam's reply03 May 2022, 13:27
Official
Good afternoon Johan,

We are really sorry to hear about your bad experience.
We will request urgent contact to be made with you to assist with your request.

Thank you and kind regards
Stephan Olivier
Client care media manager
JV
Johan V's update03 May 2022, 16:08
Reviewer Update
Absolutely terrible service. A consultant just called me and charge me 60% more as my current premium. Then when I told him it's too much I will not take it, he reduced the premium slightly and started changing my other Santam insurance policy premiums which still turned out to high. This made me realize that I was paying too much on my other policies with Santam for all these years. Always trying to **** the customer.
Santam
Santam's reply03 May 2022, 16:32
Official
Good day Johan,

Thank you for your comment.
Our office is waiting on feedback from our Direct contact centre herein and will share this comment with them as well.

Regards
Stephan Olivier
Client care media manager
JV
Johan V's update04 May 2022, 13:57
Reviewer Update
Hi Stephan, thank you for the feedback. Just a correction on your investigation. On Wednesday 11 May I filled in a web form from your website contact us page upon where one of your consultants called me back a day later. He informed me that he only deals with new clients and will put me through to the correct person. After being on hold for several minutes, the call got dropped and nobody did any effort in calling me back. The entire call lasted 4min45sec. Not sure if you did pick this up in your investigation? Never the less, your services has degraded the past 2 years and it shows by just looking at the last couple of entries on hellopter. I wish you and the team best of luck and hope you can use these negative reviews to make Santam what they stand for.
Santam
Santam's reply04 May 2022, 15:00
Official
Dear Johan,

Thank you very much for your response.
I appreciate that and take note of the content thereof.

I do apologise for the bad service experience you had - this is not the kind of service we pride ourselves with and any feedback to improve where we have failed we really do appreciate.

Thank you and kind regards
Stephan Olivier
Client care media manager