Unexpected Delays and Lack of Communication – Santam

I am a long-standing Santam client, and my entire family is insured with Santam. We have always received excellent service and have trusted Santam for years. This makes my current experience all the more disappointing and genuinely shocking, as it is completely unusual from them. I have given the benefit of the doubt and exercised patience, but the delay has now gone on far too long.

I first reported my vehicle on 15 October 2025 after an incident, and my claim was subsequently approved. My vehicle, covered under Policy Number ***, was assessed at Damas Bodyworks on 10 November 2025. I was later requested by both Santam and the approved repairer to bring the vehicle for a second assessment, which I did on 1 December 2025. Since then, I have received no feedback at all regarding the outcome of the assessments, the status of my claim, or the next steps. The communication has been completely silent.

Despite multiple follow-ups, Santam has not provided any updates. The prolonged lack of communication has caused unnecessary inconvenience and frustration, especially given that I have never previously encountered such issues with Santam.

I remain hopeful that this matter will be resolved urgently, but it is important to highlight the poor communication and extended delays I am currently experiencing.