Terrible Service For 3rd Party Claim.

I have had someone who is insured by santam drive into my car and said that the insurance would contact me.

It happened on the 22nd of July. It was almost 2 weeks after the accident and no one had contacted me yet.

I had to call and try to find out who is supposed to handle this matter. Once I received the number for Zama Nene (my claims handler), I phoned and did not get through since he was busy. I asked that they leave a message to have him call me back. He never did.

After I phoned several times thereafter, I was informed that I, as the 3rd party, have to call around to follow up on their *********** people to have this matter escalated.

After all the phoning around from my side to try and get info regarding my claim, they never phone you. It was handed over to Itumeleng Lefakane on the 7th of August and they said I would have feedback regarding the claim and the outcome after about 10 working days. I have heard nothing from her then. Even if I call to get an update she is never available and never calls me back after I have requested her to do so several times.

This is very frustrating and it irritates me to have to call in myself for all this nonsense someone else caused. This whole process is made up in such a way to make the 3rd party, who did nothing wrong, suffer due to your clients and it is very unfair.

This has carried on from the 22nd of July till now and I have received a form to fill in to have the settlement value paid out, but the form was not the correct one. I received a form of someone else showing just what a good job Itumeleng Lefakane was doing. She seemingly rushed it off to get it out so that she can go on leave yet again while I had to wait for info on my claim.

After sending several mails, I got some feedback regarding how the payout works and when it would happen by someone else. But on the 29th of August, I was sent an email stating that they acknowledge receipt of the signed release with the proof of banking details and only then has the file been sent for payment. This is after 7 working days of sending the documents of which I was informed that I would have been paid after 7 working days. In this mail I received, she said that since they have sent the file for payment, it would take another 3 - 5 working days.

That is added apon the initial 7 working days as mentioned to me by Herman Koen. So clearly this lady is very bad at her job and I have to suffer the consequences and inconvenience thereof. I have had to arrange several lifts to work and back through this month and waiting for feedback, only to be frustrated further due to them not doing their job.

They only paid out the money on the 31st of August 2023.

I would really like them to know what their incompetence are causing to peoples day to day lives.

Their service for 3rd party claims is terrible as I have experienced.