Still no response from Santam

I logged a complaint last week and had no response yet. I was promised feedback within three days.

56 days with an unresolved claim and a damaged house: Thank you Santam In July a geyser pipe broke, which left my house under water. My ceilings were soaked and some of my personal items were damaged in the process. I was overseas and on my return I discovered the chaos.

For this specific claim separate claims were registered. One was for my personal insurance to cover the damage caused to my person items. This claim was resolved relatively easily and fast. An assessor from Middelburg visited my home on 18 July and took photos of my personal items and the structural damage (ceilings/walls, cornices etc.)

The burst pipe and structural damage were registered under a different claim/claim numbers (**********26/**********96), as this was insured under the complex's insurance. I am staying at Harold's Place, Murrayfield. The pipes and geyser issues were repaired relatively quickly. The problem was, and still is, after more than a month (18-22 Aug), the ceilings and walls etc have still not been repaired (today it is 46 days). My ceilings have discoloured due to the water damage, the house has a constant mold-smell, and the wet 'think pink' is still in my roof due to the moisture. Water seeped down my walls, so the paint on the walls looks different as well, and bubbles due to moisture are visible on the walls. The cornices in the kitchen and dining room are also ruined. I had to remove everything from my walls.

I regularly followed up with my landlady that handles the complex insurance. None of us received prompt or regular communication (if any) from Santam. Nobody informed us what the delay was. I also followed up with my personal broker at Securitas, but they also did not have access to the claim details, due to the fact that this was commercial and not personal insurance. In the meantime, I contacted the assessor again, as he handled my personal insurance for this specific claim. He then notified me that the first quote for the reparations at my house was declined and a new quote was submitted, We would have had confirmation of the new quote and acceptance by last week Friday (16 August). On Thursday, 22 August, no contractors (Sibenza) have arrived. I personally had no communication from Santam. I should also note that the quote for Sibenza was R20k more than the first contractor's quote and was approved?

Today is 27 Aug, amd I was notified that the first contractors can now do the job, but they can only start in 2 weeks. So...56 days in total.

I switched to Santam as my insurer at the beginning of this year. I always thought Santam was reputable and delivers good customer service. I am really unhappy about the way this claim was handled. There was a complete lack of communication, processes are not transparent, and I had (and am still waiting) for repairs in my house. This is is simply unacceptable.