Super poor service

Claim Details: - Date Claim Registered: 03/07/2026 - Date Claim Approved: 13/07/2026 - Vehicle:[Nissan/ Navara ] - Approved Panel Beater: [Ross Champaign]

On 13/07/2026, after my claim was approved, my vehicle was booked in at the approved panel beating shop. From 13/07/2026 to date, the *only feedback* I have received from the workshop when I follow up weekly has been:

> "Your car is in our panel beating department awaiting spares."

On 13/08/2026, exactly 31 days after approval, I received the exact same feedback with no indication of any progress, no list of parts outstanding, no ETA, and no completion date.

I escalated the matter via email to Santam claims department, but I received no response to date.

When I called Santam to follow up, I was told they would contact the service provider for an update. The service provider then informed me that they are *still awaiting approval from Santam to purchase the spares.

This means that 31 days after the claim was approved, no approval had been given to buy spares and therefore no repair work had actually started. The workshop had been telling me for a month they were "awaiting spares" while in fact they were awaiting approval to buy them.

This is completely unacceptable for the following reasons: 1. Lack of progress: 31 days with zero progress on an approved claim. 2. Misleading communication: I was told for weeks the delay was "awaiting spares" when the real delay was awaiting insurer approval. 3. No response from Santam: My written escalation has been ignored. 4. No transparency: As the client, I have been left in the dark with no timelines, no parts list, and no accountability between Santam and its approved service provider. I have emailed the claims department and no response till today 20/08/2026. This is just to show the disrespect and that they don't care.