Santam refuses claim

I am at my wits’ end with SANTAM Vehicle Insurance and I specifically refer to Claim No. ***.

On 5 December 2022 at about 22:15pm I travelled with my vehicle – on my way from Paul Roux to Bethlehem (Free State) – when I hit a pothole. It was a large single pothole, but was not visible as it was very late at night and was raining .... so it was not visible at all.

Immediately, I felt that my vehicle was damaged due to the impact.

The following day, I had a mechanic inspect the vehicle who referred me for a damage evaluation and wheel alignment report – as he said that the vehicle indeed sustained damage to the front suspension due to the impact of the pothole.

I obtained a Damage Report from SupaQuick and also a Wheel Alignment Report and submitted my claim with Santam under Claim No. ***. This was done on 7 December 2022.

During the next 36 days – during 07/12/2022 until 12/01/2023 (36 days!) - I was requested to submit photos of the vehicle/damage, a further Impact Report etc. and FINALLY on 12 January 2023, I was informed that SANTAM does not cover POTHOLE damage.

According to the Assessor, Santam does not cover this at all and has never approved (EVER) a claim for damage to a vehicle due to a pothole. The Assessor also emphasized that this is stated in the Policy Document.

I have perused my Policy Document and NOWHERE is the word “POTHOLE” excluded whatsoever. I also quote the following from Santam’s Website:

“....if road surfaces are normal and a vehicle’s shock absorbers or tyres are damaged by an isolated pothole in the road, the insured should be indemnified, as having been involved in a once-off accidental incident. Damage to the vehicle’s suspension caused by impact from a pothole in the road will, therefore, be approached in the same manner as damage, for example, caused by impact with a curbstone.”

The damage was caused due to an isolated pothole which was not visible at all (especially that late at night and during rainfall) and NOT due to “uneven road”.

On 8 February 2023, I appealed to the Assessor and the Complaints email that I wished to have the claim re-opened for review again. I again obtained a Damage/Impact Report from Dent Doctor and another Wheel Alignment Report from Tiger Wheel & Tyres (by now I have submitted 3 various Damage/Impact Reports and Wheel Alignment Reports), but was (again) informed on 10 February 2023 that Santam will not approve the claim (and apparently has NEVER approved any pothole claims) due to Santam’s stance by never approving a claim for damage to a vehicle due to a pothole (as in my case).

I am tremendously unhappy with the service by Santam – not only because I feel they unfairly rejected my claim – but also because it took 36 days for them to reach their outcome.

I feel that this is very unfair, unprofessional and prejudiced.

Regards Christina Ackerman