1 reviews | Active since Aug 2015
Slow Processing of Claims with unavailable Consultants
I am honestly not happy with the current service being provided by Santum. It’s extremely disappointing to say the least. In 2019 you responded to emails and were very quick and efficient but now in 2024 yhooo. I have sent so many emails to Kgotatso Paku as well the forward option on his out of office notice and I am still waiting for a call back.
Please get back to what Santum used to and not this horrific service, it’s extremely disappointing especially because Santum offered me zero relief in 2021/22 when I was retrenched and unemployed for a year but I kept up with all premiums as hard as it was.
And also why is the third party client calling me? Yhoo I can’t with Santum this time round.
And you saying sorry does not solve the massive inconvenience that I am currently under.
Claim no: ***
In reference to your review.
First of all please accept our sincerest apology.
We escalated to claims management herein and request urgent contact is made with you.
We received confirmation they have and shared the following:
"I spoke to the client, and she noted that she was notified that the claim was handed over to Kgotatso for finalisation and she had sent him and email where she did not receive a response. As per client she sent an email to Kgotatso requesting her rental to be arranged and did not get a response. Related to the third party portion of the client's query, as per client she got a call from the third party who informed her that they were advised by Santam that they cannot be assisted in which insured could not understand as she provided all her insurance information to the third party. Explained to the client that the legal department await third party approach from the third party and there is no mention that third party attempted to get a hold of us of said conversation. Assisted the client with regards to the rental vehicle and advised her to inform the third party that they need to approach our legal department regarding their portion of the claim. Also advised the client to supply tp with legal subrogation owner / legal department details for them to send their approach".
Thank you and kind regards
Client care
In reference to your review.
First of all please accept our sincerest apology.
We escalated to claims management herein and request urgent contact is made with you.
We received confirmation they have and shared the following:
"I spoke to the client, and she noted that she was notified that the claim was handed over to Kgotatso for finalisation and she had sent him and email where she did not receive a response. As per client she sent an email to Kgotatso requesting her rental to be arranged and did not get a response. Related to the third party portion of the client's query, as per client she got a call from the third party who informed her that they were advised by Santam that they cannot be assisted in which insured could not understand as she provided all her insurance information to the third party. Explained to the client that the legal department await third party approach from the third party and there is no mention that third party attempted to get a hold of us of said conversation. Assisted the client with regards to the rental vehicle and advised her to inform the third party that they need to approach our legal department regarding their portion of the claim. Also advised the client to supply tp with legal subrogation owner / legal department details for them to send their approach".
Thank you and kind regards
Client care