Santam- Shockingly bad insurer!

At the beginning of this year I signed my building insurance over to Santam. I was promised the “world “ by the call centre agent, ensuring me that everything would be covered. I specifically spoke about plumbing pipes in the walls as these had burst and leaked before. He spoke to his “management “ and they said due to previous repairs to pipes, I would have a R500 excess payable on any pipe problems, which I agreed to. Around May this year, I had a seeping water problem in the bathroom and I called the Santam and they sent a leak detection team to find the problem, which turned out to be the trap on the shower. Santam refused to cover this as “ they don’t cover water drains” I reluctantly accepted this , contacted my own plumber and repaired this at my cost. On 4 Nov a pipe burst behind the kitchen cupboards and I could hear water spraying behind the cupboard. I removed the back of the cupboard and found the cold water copper pipe spraying water everywhere. I stopped it to the best of my ability and logged the claim with Santam my “insurer” They sent a team out that arrived at lunchtime, took 2 photos, said it’s not their problem and left. The next day at lunchtime another team of plumbers arrived , took photos and did nothing to repair the leak. Today Monday 8Nov I received a call from Santam to say my policy doesn’t cover this, hiding behind their definition of “burst “ versus “ leaking “ pipes

There are no exclusions in the policy about this at all.

In the meantime the water damage continues and my kitchen cupboards are soaked.

*Warning*; do not use Santam to insure you home. They are ********* and try their very best not to payout for a genuine claim.

I need and insurance that is there when you need them !