Unacceptable Customer Service Experience with Santam Insurance

I feel compelled to share my frustration with the customer care center at Santam Insurance. They have repeatedly failed to provide even the most basic level of service when addressing my complaint. Instead of making a single courtesy call or responding to follow-up emails with actual solutions, they simply rely on generic email responses.

It's clear that they expect customers to do all the chasing by email, without any effort to engage directly or show genuine.

The person supposedly assigned to my case, Lihle Kayise, failed to respond to a clear follow-up and has not contacted me telephonically to discuss the issue.

Instead, I continue to receive impersonal email replies that do not address the core concern. It is evident from my correspondence that there is a serious issue involving the service provider who visited our property. Yet, rather than engaging directly to resolve the matter, your team seems content to rely on email avoiding real dialogue and delaying resolution. resolution.

This lack of telephonic engagement is not only unprofessional, it’s unacceptable. I expect service providers to take ownership, communicate clearly, and prioritize customer wellbeing.