AW
Alex W
1 reviews | Active since May 2021
11 Mar 2026, 17:22
Unsatisfactory answer from Joseph Van Aarde from Santam Client Services
I previously used a broker on my short term policy and paid a certain monthly fee. When there was a price increase I received a letter from my broker with the new monthly payment. When I opted to go alone without a broker the monthly amount styed the same.
When I queried this a Mr Van Aarde from the client engagement team came back to me and stated the following:
"There is currently no broker fee on the policy, nor was there any broker fee prior to the appointment to Santam Direct"
This is ludicrous as no broker will work for free.
Helpful (0)
Replies (3)0
Replies (3)
Santam's replyOfficial
11 Mar 2026, 17:27Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
Santam's reply11 Mar 2026, 17:27
Official
Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
AW
Alex W's updateReviewer Update
11 Mar 2026, 17:49I have a new complaint about Santam and their interaction with us as long standing clients. When we originally took out the Santam Policy we requested from Santam that we will pay extra if no excess is added to any claim. When we put in a claim for my cellphone on Claim No: *** then Santam done a pay out but minus a R2500 excess. I have been fighting with Santam ever since. CRM:*** refers. I first dealt with Lihle ( CAS-367176-H1N6V9 ) and lastly with Vuyiswa Nomazela. I am still waiting for Vuyiswa to sort out this matter.
It seems Santam wants to blame the broker but they issued the policy.
This is unprofessional behaviour and why does senior management not get involved.
It seems Santam wants to blame the broker but they issued the policy.
This is unprofessional behaviour and why does senior management not get involved.
AW
Alex W's update11 Mar 2026, 17:49
Reviewer Update
I have a new complaint about Santam and their interaction with us as long standing clients. When we originally took out the Santam Policy we requested from Santam that we will pay extra if no excess is added to any claim. When we put in a claim for my cellphone on Claim No: *** then Santam done a pay out but minus a R2500 excess. I have been fighting with Santam ever since. CRM:*** refers. I first dealt with Lihle ( CAS-367176-H1N6V9 ) and lastly with Vuyiswa Nomazela. I am still waiting for Vuyiswa to sort out this matter.
It seems Santam wants to blame the broker but they issued the policy.
This is unprofessional behaviour and why does senior management not get involved.
It seems Santam wants to blame the broker but they issued the policy.
This is unprofessional behaviour and why does senior management not get involved.
AW
Alex W's updateReviewer Update
12 Mar 2026, 18:02Again I am going around in cicles.
Message from the Client Care Team:
"Good Day We acknowledge receipt of your communication Please refer to complaints feedback on your initial complaint, which was sent to you on 18 February 2026. We advised you to liaise with the relationship manager and broker in respect of the policy terms as the complaints office is not in the position to assist you. Feedback received from Vuyiswa is that contact was made with Mr Weideman and the concerns were addressed but may have not been to your expectations.
Should you not be satisfied with the feedback presented, please follow the escalation process advised on in the email dated 18 February 2026. The only current complaint being addressed presently pertains to your Hello Peter complaint on the switches from a brokerage policy to Santam Direct which was posted by Mr Weideman."
My response to them:
Good Day
This is the email message I got from Lihle on 18 February which is not feedback but an acknowledgement.
Lihle and Vuyiswa please resolve this issue.
It seems this matter will again go to Hello Peter and Daily Maverick.
I will also refer this matter to Devi..
Dear Sir / Madam
I acknowledge receipt of your correspondence relating to Policy Number: ***.
A case (reference number: CAS-367176-H1N6V9), has been assigned to the above-mentioned matter and is being investigated by Lihle Kayise. We undertake to provide feedback within 3 (three) working days. You are important to us, and we aim to resolve your issue in the best and most efficient way possible.
Kindly contact us at *** with any further queries. Please quote your reference number in all further communications.
Kind Regards
Lihle Kayise***
Message from the Client Care Team:
"Good Day We acknowledge receipt of your communication Please refer to complaints feedback on your initial complaint, which was sent to you on 18 February 2026. We advised you to liaise with the relationship manager and broker in respect of the policy terms as the complaints office is not in the position to assist you. Feedback received from Vuyiswa is that contact was made with Mr Weideman and the concerns were addressed but may have not been to your expectations.
Should you not be satisfied with the feedback presented, please follow the escalation process advised on in the email dated 18 February 2026. The only current complaint being addressed presently pertains to your Hello Peter complaint on the switches from a brokerage policy to Santam Direct which was posted by Mr Weideman."
My response to them:
Good Day
This is the email message I got from Lihle on 18 February which is not feedback but an acknowledgement.
Lihle and Vuyiswa please resolve this issue.
It seems this matter will again go to Hello Peter and Daily Maverick.
I will also refer this matter to Devi..
Dear Sir / Madam
I acknowledge receipt of your correspondence relating to Policy Number: ***.
A case (reference number: CAS-367176-H1N6V9), has been assigned to the above-mentioned matter and is being investigated by Lihle Kayise. We undertake to provide feedback within 3 (three) working days. You are important to us, and we aim to resolve your issue in the best and most efficient way possible.
Kindly contact us at *** with any further queries. Please quote your reference number in all further communications.
Kind Regards
Lihle Kayise***
AW
Alex W's update12 Mar 2026, 18:02
Reviewer Update
Again I am going around in cicles.
Message from the Client Care Team:
"Good Day We acknowledge receipt of your communication Please refer to complaints feedback on your initial complaint, which was sent to you on 18 February 2026. We advised you to liaise with the relationship manager and broker in respect of the policy terms as the complaints office is not in the position to assist you. Feedback received from Vuyiswa is that contact was made with Mr Weideman and the concerns were addressed but may have not been to your expectations.
Should you not be satisfied with the feedback presented, please follow the escalation process advised on in the email dated 18 February 2026. The only current complaint being addressed presently pertains to your Hello Peter complaint on the switches from a brokerage policy to Santam Direct which was posted by Mr Weideman."
My response to them:
Good Day
This is the email message I got from Lihle on 18 February which is not feedback but an acknowledgement.
Lihle and Vuyiswa please resolve this issue.
It seems this matter will again go to Hello Peter and Daily Maverick.
I will also refer this matter to Devi..
Dear Sir / Madam
I acknowledge receipt of your correspondence relating to Policy Number: ***.
A case (reference number: CAS-367176-H1N6V9), has been assigned to the above-mentioned matter and is being investigated by Lihle Kayise. We undertake to provide feedback within 3 (three) working days. You are important to us, and we aim to resolve your issue in the best and most efficient way possible.
Kindly contact us at *** with any further queries. Please quote your reference number in all further communications.
Kind Regards
Lihle Kayise***
Message from the Client Care Team:
"Good Day We acknowledge receipt of your communication Please refer to complaints feedback on your initial complaint, which was sent to you on 18 February 2026. We advised you to liaise with the relationship manager and broker in respect of the policy terms as the complaints office is not in the position to assist you. Feedback received from Vuyiswa is that contact was made with Mr Weideman and the concerns were addressed but may have not been to your expectations.
Should you not be satisfied with the feedback presented, please follow the escalation process advised on in the email dated 18 February 2026. The only current complaint being addressed presently pertains to your Hello Peter complaint on the switches from a brokerage policy to Santam Direct which was posted by Mr Weideman."
My response to them:
Good Day
This is the email message I got from Lihle on 18 February which is not feedback but an acknowledgement.
Lihle and Vuyiswa please resolve this issue.
It seems this matter will again go to Hello Peter and Daily Maverick.
I will also refer this matter to Devi..
Dear Sir / Madam
I acknowledge receipt of your correspondence relating to Policy Number: ***.
A case (reference number: CAS-367176-H1N6V9), has been assigned to the above-mentioned matter and is being investigated by Lihle Kayise. We undertake to provide feedback within 3 (three) working days. You are important to us, and we aim to resolve your issue in the best and most efficient way possible.
Kindly contact us at *** with any further queries. Please quote your reference number in all further communications.
Kind Regards
Lihle Kayise***