SANTAM PATHETIC SERVICE - CUSTOMER CARE CLEARLY LACKING

Saddened by a reputable company in existence for 107 years and you cant get a claim sorted. This is my story My claim was lodged, an assessor was appointed, he reported a burst water pipe, a scares resource lost and in that period an amount of over R 250.00 was lost in water. The next day the plumber appointed did his investigation, a day later I was advised that I we had to pay for a leak detection test, which as per the consultant Sipho Sitole was not included on our policy. How can a policy that covers for burst pipes not include a leak detection I ask. Then upon my enquiry Santam honoured and paid for the leak detection test. A day later the plumber arrived to attend to the leak. This was done, however he left the property currently being rented with a huge gaping hole from the inside to the outside of the property. The tenant advised me and upon investigation found it to be a safety risk for the tenants, I contacted Santam and after many hassles a contractor was sent to the property to attend to the gaping whole from the outside closing it up with ply board currently still a safety risk. Again after numerous calls from myself following upon our claim and when it would be fixed I was advised they were awaiting the contractors report.

A few days later I was contacted by Sipho advising they have the report to fix the bathroom however the current tiles wall and floor is not available so they will get something close to the original. To which I responded, so you saying to me I pay my monthly installment timeously but my bathroom would look like a circus as you will replace it for something similar as he says the policy states they would replace it with something similar. He then offered me a cash amount as an alternative which I accepted telephonically. A day later my husband received an email stating the amount given was incorrect as they have to deduct the contractors assessment fees. We were to acknowledge we accept this amended cash offer, which we did not do. I emailed stating why should we be held liable for the assessment fees as you paid for all the other assessors fees. However the next day the money reflected in my husband account. I called again and spoke to Sipho asking why they paid as I never acknowledged the amount. I received a response via email to say the payment is automatically done, can someone reading this email please advise how this happens, however a query was lodged regarding the balance that is being queried and 5 days later still no answer. I emailed Sipho requesting the contractors reports which took 2 days as he had to get authorization for such a request. When my husband received the report it was for someone else, depicting this clients personal details. Currently in our country we are huge on the popia act. I am asking so where did my husband personal details end up if we have someone else details. How is this for good business practice??? I called enquiring who is Sipho immediate superior and was told its Vuyisa, I left in total 4 messages on Thursday and Friday respectively requesting a call back. This morning I made a call to Sipho asking what is the current situation as I sent him an email on Thursday and I am still not in receipt of a response. This morning at 11.50 when I called and enquired about my email he did not even know about it, meaning he did not bother to read my email and the contents thereof. I advised him of the incorrect report and again requested his superior calls me. At this very hour I am still awaiting her to call. What shocking service from staff members of Santam, bringing the companies name in disrepute. I stand in awe of the shameless service that is being rendered to clients across the country who entrust what is most valuable to them the cover of their home, contents and vehicles. I want to warn other clients be careful to read and understand your policy terms and conditions, as Santam slogan is definitely not what they advertise. WE LOOK FOR REASONS TO PAY RATHER THAN NOT. Truth be told they look for every reason not to pay which to me is ************ and deceiving. I don't want to do business with Santam again.