Unfair Assessment by Santam - House Owners Insurance

I am a pensioner and I have been a client of Santam for more than 20 years and my broker is PSG, and in all these years of being a client of Santam this was my worst experience ever. To get straight to the point. I've had a claim recently under my house owners insurance section of my policy due to the ceiling in the lounge collapsing after a storm the week prior to the incident, the house was build more than 20 years ago, however the Santam Assessor claimed in his report that the nails that were used was not correct as well as the distance between the nails, I have asked for the necessary proof, but to date Santam could never provide me with such proof. In the end I could not live like this in the house any longer and got a NHBRC registered builder (Since 19991) to replace the ceiling at my own cost, and he took photos of the nails that were used, and this was proven to be the correct nails as well as the distance. This proof I have send to the Internal Arbitrator at Santam with emails going backwards and forwards, and they still can not find a reason to settle the claim of just under R5000, Santam this is unacceptable and if this is the way you want to treat a loyal customer (pensioner) 20 years, I am disgusted. Maybe all your clients should a take a measuring tape and measure the distance between each nail of there ceiling boards to make sure that it is exactly 150mm appart, or they might have a similar experience.