Unsatisfied Client - Claim not treated to satisfaction

Unhappy Client

Claim no: 3010 708 33

Attention Santam

To who it may concern,

I wish to direct this email to convey my displeasure with the way I was treated with regards to my claim, and the manner in which the claim was handled to date.

Firstly, the first plumbers send out to do an assessment came here, and demanded we first pay them R1000 before they would do anything, we were not informed about this… But they demanded payment, and we had to run around to arrange a payment.

Then they did their assessment, and they did a quotation. We did not agree with it, and we requested another quote. It also turned out, when the second plumbers came out, that they did a complete error in their trace and where they indicated the pipes would have been was completely wrong. The second plumbers had more accurate detection tools, and were able to trace the pipes with accuracy. I also did mention to them that I’m not going to pay a second R1000 if the error was on the preferred plumber that does not know how to trace the pipes. This was really something to see. They came out to my premise and sit here until we paid the R1000. Professionals will first request the copayment and then dispatch the people. They were sitting infront of the house requesting the R1000 before they do any work. When I logged in on the cameras it was really like circus going on at my house.

Thus, should the first claim had gone true, they would have broken down walls, ripped out the bath, etc,,, and that was not even the problem, and there was no pipes there,,,,

The Assessor appointed was to my view, extremely unprofessional, and I wish to complain about her lack of professionalism. The manner she spoke to me was not to my approval. Murial Strauss came here, very friendly, but then she was very sarcastic about my broker, and why they are making me pay such high co-payments (not her place to say stuff like that – my broker is working hard to build a relationship and then you get her by saying stuff like that), with a very arrogant attitude. She also rep**** that she would send her preferred plumber, and her people to fix the water damage to the walls. (Santam please feel free to request the voice notes from me that I have on Whatsapp that I did received from Muriel Strauss…..Then Santam as my insurance can decide if they will be happy with voice notes like that)

After the pipe was repaired, not really nicely though as it is running under the roof, and does not look very professional, we followed up on the water damage to the walls. Then she said that she now doesn’t see how that can be part of the claim. She did say that she would deal with it, but it never happened, and now my brokers are trying to assist me in this regard. Funny how her stories don’t add up at all. This is a major concern if I ever have a claim again please don’t send her to deal with my claims as her morning and evening stories don’t add up…..Again please feel free to request the voice notes I received from her OR the whole chat on WhatsApp.

I still have the voice recording of Murial Strauss on my whatsaap on how rudly she rep**** to me. And if this is the way that Santam deals with their clients, I am extremely disappointed.

To date, no work has been done on the water damage to the walls, or arrangements made by Santam. There was also no follow up from Santam’s side on our satisfaction in the dealing with them in regards to the claim.

I would like to get some clarity about how we may resolve this matter, as I was made to feel like a charity case, for putting in a claim, but I am paying my premiums monthly for a service!

Your prompt reply would be greatly appreciated.