1 reviews | Active since Dec 2016
Santam not doing effort with follow up and keeping lient informed
<p>a Drunk girl drove into my car. I phoned Santam and the car was booked in. When i phoned, i was told that i am covered for access. When i got the car, i was told i had to pay for access. I had to phone to correct this, and was told that a Santam lawyer will sort this out and i will get my money back. when i got hold of the lawyer, she could not get the details for the other party. I had to investigate, get the info myself and sent it through. Not once did any Santam member phone me on their own effort. I had to phone, and EACH AND EVERY time i was told i would be kept up to date. And then i have to phone again to follow up. Your service does not equal your sales strategy. I am still waiting for feedback, and my access to be payed back to me, as i was promised every time I had to phone YOU! If Santam can phone me, update me and assist me, i would gladly remove this post. Other wise, i would not advise them as an insurer. Yes, they are awesome when they don't have to do effort, but not so awesome when the actual support starts.</p>
Dear Francois,
Thank you for your post. We can understand that you are frustrated with the lack of communication and you having to do all the follow up yourself.
Please be advised that once you have a vehicle claim, as part of your policy contract, you will always be liable to pay the excess applicable on your policy. If there was another party involved in the accident and our legal department, after their investigations, find that this party was the guilty one, they will try their utmost to recover the costs Santam paid on your own damage as well as the excess. only if Santam is successful in its recovery action, they will be in a position to refund your excess.
Unfortunately their are no gaurantees as their are a number of variables that culd influence a successful recovery.
We will investigate and address this with the relevant legal branch to find out what the current status is and we do apologise for the lack of feedback.
Kind regards
Stephan Olivier
Client care media manager
Dear Francois,
Thank you for your post. We can understand that you are frustrated with the lack of communication and you having to do all the follow up yourself.
Please be advised that once you have a vehicle claim, as part of your policy contract, you will always be liable to pay the excess applicable on your policy. If there was another party involved in the accident and our legal department, after their investigations, find that this party was the guilty one, they will try their utmost to recover the costs Santam paid on your own damage as well as the excess. only if Santam is successful in its recovery action, they will be in a position to refund your excess.
Unfortunately their are no gaurantees as their are a number of variables that culd influence a successful recovery.
We will investigate and address this with the relevant legal branch to find out what the current status is and we do apologise for the lack of feedback.
Kind regards
Stephan Olivier
Client care media manager