Santam - Pool leakage

<p>Summary:</p> <p>I noticed that my pool was leaking due to a constant decrease in water level. I phoned Santam and asked what the correct procedure would be to follow and they advised that I should contact the pool manufacturer in order to establish the reason for the leakage and thereafter register a claim. The manufacturer identified the problem and indicated that the return line of the pool was leaking (underground). Santam was contacted again to register the claim and the quotation of R7 000 was sent to them for the repairs.</p> <p> </p> <p>An assessor was sent to the property, he confirmed that it was due to ground movement in winter months and that the problem normally occurs at the “T-Piece” of the return line. He said that he would issue a report on his findings and I would be advised accordingly.</p> <p> </p> <p>No report was received and no feedback was provided. I had to follow up and was surprised to learn that the claim was rejected. I specifically requested additional cover for pool leaks, cracks and the pool pump when I joined. After contacting the assessor once again I was told that I may now submit an appeal in order to review the claim. I again requested a report of his findings and to date have not received same. </p> <p> </p> <p>Eventually after numerous calls I just received a letter that the claim was rejected.</p> <p> </p> <p>I contacted the call center in order to get a copy of the wording and full definitions of my policy to determine why this claim was found invalid as I was only provided with a summary. I was told that there are thousands of definitions and pages and it will be close to impossible to go through every scenario with regards to the above. I am still waiting for a copy of the actual policy document.</p> <p> </p> <p>The appeal was forwarded which covered all the facts with regards to the above and the claim. Once again I had to follow up as no feedback was received as to when they will review my claim. I was told that I would receive the outcome later that week.</p> <p> </p> <p>Again, nothing was received, I contacted them again and with great disappointment were advised that the claim was not approved.</p> <p> </p> <p>I requested that they confirm in writing the reason for the claim being rejected. I was advised that the reason could not be provided and no report will be issued thereto. I was simply told that my policy does not cover the claim. I will only receive a letter confirming that the claim was again rejected. No letter was received.</p> <p> </p> <p>I have requested that the voice recordings be obtained and my policy document be forwarded in order to ensure that their findings are indeed as the claim but to no avail.</p> <p> </p> <p>I urge the public to review their insurance with Santam as their commercials and adverti*****t on their website are misleading.</p> <p> </p> <p>Client services with this company is obviously non-existent.</p> <p> </p>