Treating customers fairly - Claim limits that are never communicated.

<p>A storm hit Pretoria on Saturday eve 22 October 2016. On Sunday I discovered that one of my trees had uprooted and was lying o my neigbours roof. I phoned my insurer, Santam, to confirm the process on removal of the tree and the claim. Santam advised that I should get a reputable tree feller to remove the tree and submit the invoice as a claim.</p> <p>I proceeded to do so and the tree was removed without causing further damage to either properties on Tuesday 25 October. The treefeller invoiced me for R3500 which I settled immediately. I submitted the claim to Santam. During this time, no mention was made of any claim limit - removal of uprooted trees are covered under the buildings section of my comprehensive insurance with Santam. </p> <p>As the claim progressed, I was informed that there was a R3000 claim limit on tree removals even though it was never said, nor communicated to me in any other way, including no mention made to the limit value on my policy schedule. I was adviced to take the matter up with another department witin Santam where I could argue my case of not being treated fairly.</p> <p>The claims department was very adament that there "are limits to everything" and that I should be content with the matter. R3000 was paid out to me on the 4th of November 2016.</p>