Santam will not assist with SantamSOS
I have twice had to deal with Santam Assist regarding home emergencies in the past few months. The first time I had a blocked drain ( the main sewage line was blocked) and I had human waste spilling into my property. Santam sent out plumbers that arrived in a Fiat Uno with a small drain cleaning kit sticking out of the car window. Needless to say they were unsuccessful and left. I let Santam know that their chosen plumber was unsuccessful but they still paid the plumber. I had to pay another plumber to fix the problem out of my own pocket.
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Santam's replyOfficial
23 Jun 2023, 12:31Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
Santam's reply23 Jun 2023, 12:31
Official
Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
's updateReviewer Update
23 Jun 2023, 13:01Last week I accidentally drilled a hole into a water pipe in a wall in my house. I phoned Santam SOS Assist.
"HOME ASSISTANCE
A 24-hour helpline to assist you at your home. We will arrange for the services of an electrician, plumber, locksmith or glazier if you have an emergency that requires household repairs to avoid any additional damage to your home. The service is also available if you have no access to essential services, like electricity, hot water or sanitary use.
This service is limited to three incidents per renewal period. We will contribute up to R600 per incident."
The Santam lady that answered told me that they could not help as it was a long weekend and they did not have anyone that could come out to help me with this emergency. I asked her what I was supposed to do now and she said that I had to sort the problem out myself. I did just that. The claim was registered with Santam and a week later I received a call from Santam that the claim could not be paid as I was only covered for burst pipes and not accidentally drilled pipes. Thank you Santam.
"HOME ASSISTANCE
A 24-hour helpline to assist you at your home. We will arrange for the services of an electrician, plumber, locksmith or glazier if you have an emergency that requires household repairs to avoid any additional damage to your home. The service is also available if you have no access to essential services, like electricity, hot water or sanitary use.
This service is limited to three incidents per renewal period. We will contribute up to R600 per incident."
The Santam lady that answered told me that they could not help as it was a long weekend and they did not have anyone that could come out to help me with this emergency. I asked her what I was supposed to do now and she said that I had to sort the problem out myself. I did just that. The claim was registered with Santam and a week later I received a call from Santam that the claim could not be paid as I was only covered for burst pipes and not accidentally drilled pipes. Thank you Santam.
's update23 Jun 2023, 13:01
Reviewer Update
Last week I accidentally drilled a hole into a water pipe in a wall in my house. I phoned Santam SOS Assist.
"HOME ASSISTANCE
A 24-hour helpline to assist you at your home. We will arrange for the services of an electrician, plumber, locksmith or glazier if you have an emergency that requires household repairs to avoid any additional damage to your home. The service is also available if you have no access to essential services, like electricity, hot water or sanitary use.
This service is limited to three incidents per renewal period. We will contribute up to R600 per incident."
The Santam lady that answered told me that they could not help as it was a long weekend and they did not have anyone that could come out to help me with this emergency. I asked her what I was supposed to do now and she said that I had to sort the problem out myself. I did just that. The claim was registered with Santam and a week later I received a call from Santam that the claim could not be paid as I was only covered for burst pipes and not accidentally drilled pipes. Thank you Santam.
"HOME ASSISTANCE
A 24-hour helpline to assist you at your home. We will arrange for the services of an electrician, plumber, locksmith or glazier if you have an emergency that requires household repairs to avoid any additional damage to your home. The service is also available if you have no access to essential services, like electricity, hot water or sanitary use.
This service is limited to three incidents per renewal period. We will contribute up to R600 per incident."
The Santam lady that answered told me that they could not help as it was a long weekend and they did not have anyone that could come out to help me with this emergency. I asked her what I was supposed to do now and she said that I had to sort the problem out myself. I did just that. The claim was registered with Santam and a week later I received a call from Santam that the claim could not be paid as I was only covered for burst pipes and not accidentally drilled pipes. Thank you Santam.
Santam's replyOfficial
26 Jun 2023, 09:16Good day
Thank you for your post.
We note that you have not provided your policy or claim number and without this we cannot assist.
Could you please provide us with the above in order to assist?
Client Care Team
Thank you for your post.
We note that you have not provided your policy or claim number and without this we cannot assist.
Could you please provide us with the above in order to assist?
Client Care Team
Santam's reply26 Jun 2023, 09:16
Official
Good day
Thank you for your post.
We note that you have not provided your policy or claim number and without this we cannot assist.
Could you please provide us with the above in order to assist?
Client Care Team
Thank you for your post.
We note that you have not provided your policy or claim number and without this we cannot assist.
Could you please provide us with the above in order to assist?
Client Care Team