Santam's non committal to claims.

As a client of Santam now for years and being faithful with their requirements and ensure that the stop order is honored, Santam still refers me to be a secondhand citizen with regards to claims. Unfortunately, I had a mains water pipe burst, the second one in almost two years and on both occasions it was treated with a snail pace without a care in the world for the wasted water, consideration for the client or the time taken to repair and complete the claim. On both occasions, it took them up to three weeks from claim submitted to completion and was expected that the client be home at all times during this period otherwise work could not continue according to their threat. Service providers are at the mercy of Santam's policy by trenching for 2 meters at a time after which, another claim has to be logged which again takes time. In my case, the leak locator detected a leak under my driveway paving, but after trenching it was beyond that after two claims were lodged. When the first leak was detected, the water meter continued to run (two bursts on a pipe which I find most unlikely) nevertheless, more trenching had to take place. The other leak could not be found, and a new pipe had to be run in and the existing pipe was abandoned. this happened over a period of two weeks whereas it should have taken one day to at least locate the leaks. It took another few days to get unmatching bricks for the driveway reinstatement and a concrete floor to be redone under a carport. On querying the time period and inconsideration of the client, this was just dismissed by Santam's management and head office without any remorse. Because the same process was followed on two occasions, shows that Santam has absolutely no consideration for their clients and will probably deliver on easy claims, but emergencies, there is absolutely no care.