Santam mishandled my claim yet again!

Claim Number: ***

I am extremely disappointed with the way Santam has handled my claim. After two assessors were sent out, the second of whom confirmed on record that the damage to the gum poles was hidden, an underground defect not detectable by an ordinary person, Santam still rejected my claim without completing the investigation.

I was told Santam would appoint a Thatcher specialist for a final assessment and quotation. This never happened. Instead, the claim was rejected again, without any follow‑up and without giving me the chance to provide the contractor assessment they requested during a period when most Thatcher’s were closed for the festive season.

Despite my full cooperation and continued premium payments, Santam issued a premature decision that ignored the assessor’s expert findings and failed to follow through on the assessment process they themselves initiated. What is Santam hiding, because I was also promised the outcome report, which I never got? This experience has caused unnecessary stress and inconvenience, especially at a time when clients expect fairness, transparency, and proper communication. In an era where customer experiences are publicly visible, such treatment is unacceptable.

I am requesting that Santam urgently re-open my claim, complete the promised specialist assessment, and review the decision in line with fair claims‑handling principles. Alternatively, please grant me the opportunity to submit my own findings from a registered thatching contractor.