Unhelpful and lack of ownership

In October 2017 I was rear-ended while stationery behind 2 other cars at a traffic light by Nicky that was insured by Santam. At the time of the accident Nicky kept saying it was her fault and that she would get her insurance to sort out the damages and so on. We swapped details and I then drove to the closest police station and opened the accident report ( case ref. 602/10/2017) I forwarded this to Nicky and she advised that I should reach out to her brokers once I had the quote for the damages. I did so and heard absolutely nothing for close to 6 weeks. Working overnight and heading into the festive period I put the lack of contact down to skeleton staff. I sent multiple emails requesting some feedback, to which none was forthcoming. The few replies I got was about being assigned a new representative to handle the claim. mid December 2017 I finally had contact with a human as I had no feedback at all, only to be advised that Nicky laid a claim stating that I was at fault. completely baffled i was referred to the "legal team" that handles disputes. I spoke to Daleen, who at the time was fantastic. She gave me an overview of the claim heard me out and clearly specified what needed to happen. Apparently they were contacting me on a number not associated with me. no idea where they got the number from as it is not mine. We cleared up all the information and validated my correct information. She advised I needed a witness report as it appears her client was in the wrong. (pretty sure all calls were recorded) I went to the garage that the accident happened in front of and spoke to the attendants that were on duty and got a statement as per the requirements in Daleens follow up email. then i waited again with no feedback. i then get an email saying i have a new representative handling the claim. I called earlier and was told attorneys were trying to contact me in November 2017. Baffled once more i asked which number , low and behold it was the wrong number once again! I tried explaining to the representative that we should have cleared this up already...however she refused to acknowledge anything I said and was adamant that I was in the wrong.

I am yet to get a response from Santam!

Claim number: ********** 35