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CT
Christopher T

1 reviews | Active since Jan 2022

27 May 2022, 18:12

Terrible terrible customer service and not happy..Think its time to move insurers

I am totally and utterly disgusted with Santam and their service to their clients,not for the first time they just increase your contributions without feeling neccessary to inform you that your premiums are increasing.I called them on Thursday and requested my money back and a manager to call me and still no feedback they only send the contract with the increased premium only now but never felt to send it before they increased my premium..I dont even think the consultant escalated my complaint..Horrible horrible service and i think its time to move to another insurer

0
Replies (8)
Santam
Santam's reply27 May 2022, 18:31
Official
Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
CT
Christopher T's update27 May 2022, 19:17
Reviewer Update
Your consultant said the same on Thursday and no feedback till now,only response was sending me a contract that should have been sent before just debiting my account with increase,im really fed up with you guys doing this
Santam
Santam's reply30 May 2022, 07:12
Official
Mr Thompson,

We acknowledge receipt of your  review.

We will engage with the Underwriters and Santam Direct and once we have more information we will revert back to you.

Thank you and kind regards
Stephan Olivier
Client care media manager
CT
Christopher T's update31 May 2022, 08:34
Reviewer Update
Hi Stephan,thanks for your response.I have not received any feedback yet so assume the underwriters are still busy,but as i told the advisor i want my money back because this happened before where my premiums were increased without any communication and in the financial times we live in it is even tough to keep paying insurance but then you have a company like Santam that just debits your account.


Santam
Santam's reply31 May 2022, 09:55
Official
Good day sir,

The matter is with our underwriters now and I await their feedback herein.
I duly note your concerns and do apologise for this.

Unfortunately an investigation is required to determine what transpired here.

I will revert back as soon as I hear back from them.

Regards
Stephan Olivier
Client care media manager
Santam
Santam's reply01 Jun 2022, 08:57
Official
Good morning Christopher,

I received feedback this morning that our Direct team had been in contact with you in respect of your complaint and sent you an email to that effect.
Unfortunately it appears as if the system generated policy contract was not sent to your email address as is the standard procedure which then resulted in you not receiving the premium increase notice.

They have amended your premium and due to the fact that we have already deducted the higher premium,  they have requested an urgent refund to be done to you.

You will be notified via sms when the funds had been allocated to you.

I really do apologise for the inconvenience and bad experience you had.

Thank you and kind regards
Stephan Olivier
Client care media manager
CT
Christopher T's update01 Jun 2022, 09:48
Reviewer Update
Hi Stephan,yes they have.I appreciate the honest feedback and that the fault was found,i also want to compliment Shehaam who acted on her promise to escalate the matter as i informed her that the system says they sent it but IT systems have glitches.Happy that this is resolved.Thanks

Santam
Santam's reply01 Jun 2022, 10:14
Official
Dear Christopher,

Thank you for your response.
I will ensure your gratitude towards Shehaam is shared with management.

Have a wonderful day further.

Regards
Stephan Olivier
Client care media manager