Santam: Please wake up your customer service is ranked -10 right now so if you send a survey that is what rating you will receive!

Dear Santam

In my opinion, my experience during the past almost two months with the company has been the most horrific, exhaustive, disgusting, hopeless, useless ever. Both my husband and I called the complaints line about four or five times. Each time we speak to a different consultant and each complaint should be recorded and confirmation sent to client - on my last call I was promised a manager would not, which never happened. I have my doubts of how things are done, but an accident that happened on 4 July 2023 which the car was meant to be written off in the first place. An assessor who is qualified says a vehicle can be repaired (if you look at the image) should have been written off. Assessor says that the car can be fixed, then towards the end of July one the vehicle is at the repair shop, we are then notified at the end of July, that it has to be written off. Even trying to get the new vehicle on my existing profile is shocking. When you call a consultant the first thing they ask you is for your cell phone number. After being on the call for 45 minutes, the call cuts, however, the consultant who is Bianca cannot call me back and then I need to call the call centre yet again, get verified and read the whole script by the consultant and give her the whole story again. Looking at the system the consultant could not tell me who was the previous consultant that I spoke to. Santam, wake up please, in a country where customer service is supposed to be at the top of your list it is at the bottom of my list. I will certainly be looking elsewhere as there are many companies out there who prioritise customer service and are not just in it for profit making. Training of your call centre consultants is so important, I had another consultant who already knew that I was irritated tell me over and over the call is recorded when I ask for something in writing. I know that you are a huge company, so I do not expect much. I will simply get a 'We are sorry for your inconvenience, etc' response. To date, no senior manager has taken the time to even give me a call to escalate this matter.

Regards Kavitha