Santam & UDM Towing - The Worst Service Ever! Absolutely Disgusted!

I am furious and deeply disappointed with the shocking service I received from Santam and their so-called service provider, UDM Towing & Accident Assist, on Saturday, 6 September 2025.

At 21:55, I contacted Santam for assistance to tow my vehicle. Mapule from Santam facilitated the request and assured me that UDM Towing would assist. What followed was an absolute disaster. • UDM Towing never bothered to call or update me on their ETA. I was left stranded on the side of the road without any information or assistance. • When I finally received a call from the UDM owner, he claimed his driver Shumani was on the way but “had network issues.” After that, both the owner and Shumani ignored my calls — everything went straight to voicemail. • Out of frustration, I contacted Santam again at 22:33 and was put through to an agent named Tebogo. Frankly, he was useless. He was clueless, unhelpful, lacked empathy, and clearly has no customer service skills. He promised to call me back, and I’m still waiting. I never want to deal with Tebogo again.

When Shumani finally showed up, he was arrogant, slow, and unprofessional. I waited over an hour before my vehicle was eventually towed.

I am shocked that Santam associates itself with such an unreliable, unprofessional, and careless service provider. If this is the standard Santam finds acceptable, then it’s no wonder clients are losing trust. I am now seriously considering moving my entire portfolio to another insurer because this experience was disgusting and completely unacceptable.

Santam, if you truly value your clients, you need to take urgent action against UDM Towing and seriously reconsider keeping them as a service provider. You are losing clients because of them.