STRESSFUL, DELAYED AND UNACCEPTABLE ! A CLIENT EXPERIENCE THAT MUST CHANGE!

Dear Santam, I am writing to express serious concern and disappointment regarding the handling of Claim No: ***, which has been pending since January 2025. Despite repeated follow-ups and full compliance with document requests, the claim remains unresolved, and communication has been inadequate. This prolonged delay has caused significant stress and inconvenience for myself. For nearly 10 months, I have been left in uncer*****y, unable to plan financially or make informed decisions. Furthermore, I had to incur out-of-pocket expenses to repair my main mode of transport in order to make it drivable and continue reporting to my job site. This additional financial burden was completely avoidable had the claim been processed in a timely manner. Below is a summary of events: • January 2025: Claim submitted. • May/June 2025: I followed up; advised by Zama Nene that documents were not received. • September 2025: Requested to resend all documentation, including the vehicle registration certificate, via WhatsApp. I comp**** immediately. • October 2025: Told the claim was with the assessor and would then proceed to the claims department for payment. • November 2025: Repeatedly informed by Khanyisa that the claim was still in the claims department and would be paid within 15 days. To date, I have not received any written confirmation of the payment amount or status. Every interaction results in the same vague response: “It is still in the claims department and will be paid within 15 days.” This lack of accountability and clarity is unacceptable and has negatively impacted my experience. I expected a professional, efficient, and transparent process. Instead, I endured months of stress, repeated document submissions, financial strain, and no clear resolution. This is not the level of service I deserve and it reflects poorly on your commitment to customer care.