Santam not honouring claims

I took out a comprehensive insurance with Santam effective from 1 January 2024, coming Outsurance. I left Outsusance because their annual escalations were just unreasonable, otherwise their customer service is good.

Santam offered what I believed to be a comprehensive cover that includes house building with a specific mention of a solar geyser. I kept asking the guy over the phone whether my cover is comprehensive? He said yes.

To my surprise when I called them on March 28th, indicating to them that my geyser is malfunctioning, they said to me they don't cover maintenance, but they will send out a plumber to check it out, of which they cover the call-out fee and the first hour of labour. The plumber came and said the geyser is not broken but still works and he will submit a report to the office to send a geyserwise technician to check the geyserwise system.

Later I got a call from Santam to check if a plumber did come-out, I told the lady Nhlanhla that yes, but they said they will send another technician. That's when the Nhlanhla said to me there will be no other technician, but this is a maintenance issue and this is excluded. I made it clear to Nhlanhla that I took out a comprehensive cover, and at no time when I was signing up for the insurance cover was I made aware that there are exclusions on the geyser. She transferred the call to sales and I spoke to Victoria, who made the same claim and I gave her the same response, and indicated to her that I have had comprehensive cover for the last 23 years and we can't now want to redefine what is meant by comprehensive cover, which what she was trying to do.

Victoria promised to escalate my case to review the tapes and have me called back by April 2nd, its now April 10th, no response was received.