Santam - not great service in the least

Santam, really! This is pathetic and I wonder why I am still loyal. So the Li ion battery I claimed - the claim was rejected. I emailed complaints and received another rejection. Quote "Should you not be satisfied with the above outcome, you may escalate your complaint to the Internal Arbitrator at *** or the Ombudsman for Short-Term Insurance at ***." This I did on 26 October. and again 31 October requesting a reply. Internal what? Is it arbitrator, or arbitrary because it appears any reply from this ?person is just that - arbitrary and/or non existent.

My huge problem is that in good faith, telephonically you agreed to insure my battery. You accepted my increased premium. My terms were VERY clear as to what I needed; Go review the phone conversation which by law, you are obliged to keep. Now you hide behind policy wording? This is YOUR job not mine, to ensure the wording fits the client request, not so? How is this even ethical to hide behind your own failing to provide me with that which I requested and paid for? I have given you all the proof you need to prove theft/ loss. The ball really is in your court to explain WHY your agent is SO inept as to allow you to hide behind (YOUR) policy wording. A reply from the arbitrator would be the least I expect from a company who takes more in annual premiums from me than the claim itself. My emails have gone unanswered, hence this post!