Santam- Mohamed Langry- Multi Insurance Brokers

My parents have been with Santam for 19 years. I can count on one hand how many times we have claimed and it has always been less than R5000 claims. In July/August 2017 our can engine seized on our way to Cape Town from JHB. We called their helpline and our broker. after almost 2hours, they towed our car from a small town outside BFN into an Engen garage in BFN, there we waited for 22 hours, (yes you read right, twenty two [22] hours before we finally recieved a car to go home. I was personally on the phone with their call center that blatantly **** to me regarding payment of the vehicle. I was told that we have to pay a refundable amount of R6000 befoe we could get a car. After numerous calls (note that they said they would call back, and rarely did, I was the one that had to call back),one of the "assistant" (apparently they call themselves that) slipped up with her wording regarding the "refundable" R6000, and turns out it was NON-REFUNDABLE! (please note that we got to the Engen garage at approx 22:00, and these calls were made the following day and found out about non-refundable R6000 at approx 15:00) I then proceeded to call our broker, (Mohamed Langry-Multi Insurance Brokers) who at this point has not followed up with us or anything, and gave him a piece of my mind! (approx 16:00) After a long conversation using a raised voice, he somehow sorted out a car for us for approx R1000, much less than R6000. When we came to see him, earlier this year to lodge a complaint and get behind this whole story, we got nothing but excuses. My mother requested a formal written apology-still not received at this point, I requested a full investigation to be done into why they had **** to me, and only when I emailed on 26/02/2018 did Mohamed forward it to the the company to do a full investigation, and they responded with, "... advise when the request was sent through to us for investigation?.... sincere apologies for any delay and possible miscommunication" which led be to believe that he never filed the investigation, as my mother received a call from the company and the lady dropped the call when my mother proceeded to explain the situation- another reason to believe that it was never filed. In my email on 26/02/2018, i explicitly said that we will not be paying the company anymore and they necessary arrangements be made. On 28/02/2018 a debit order for them had gone off, and again on the 1/03/2018 an additional debit order went off. All this gives me more than enough reason and evidence to believe that he did not complete his work or pay attention to the email, and only responded for the sake of responding and not paying attention. I SUSPECT that he is *****ing/robbing us somehow, as our premiums keep increasing over the years and we have to fight to keep it low or the same, despite us only claiming a handful of time.