Terrible service from Santam Car insurance - do not use them.

If i could select a zero rating review i would. Santam car insurance is the worst insurance company i have come across. I received a quote on Wednesday last week, i tried to accept it on Thursday but was unable to get hold of the consultant who quoted me. On Friday i tried them again and they confirmed my car insurance and sent me a confirmation to send to my financing bank at 9:40am. On Saturday i collected my car. As i hadnt received my full policy (except for the confirmation) i requested a full policy on Saturday. On Monday morning they sent me my full policy documentation. On Monday afternoon at 14:45 i was called and told due to my previous claims i had been declined cover and they are "sorry". I was left with an uninsured car. I had disclosed my previous two claims but that didnt matter. As both claims occurred within 3 months of each other they had to deny my insurance.

Santam has an 8 working hours policy for their underwriters to decline your insurance from the time of the confirmation. I was told this today after complaining about my situation. They clearly exceeded that policy by over 5 hours. This was unacceptable. I will never recommend them to anyone.

Santam's final response is as follows: "I received feedback regarding your complaint and I wanted to profusely apologise for the delay in providing you with the feedback received from our underwriting team within the 8 hour agreed time. I understand that your policy was activated at 09h40 on the morning of the Friday, the 30th of November and feedback was only provided on Monday, the 3rd of December, meaning that the service level agreement was exceeded by roughly 5 hours – this is not the service that we aim to deliver at all. Unfortunately our staff capacity lacked on this day, which didn’t allow us to reach the agreed timeline and for this I am sincerely sorry. This should have in no way impacted your service received which I why I wanted to take the time to formally apologise to you for this. I have seen to it that your policy be cancelled and that the debit expected to run tomorrow be reversed. Confirmation of the cancellation was also sent (please feel free to let me know if this was not received & I will ensure that you do receive it)."