URGENT FORMAL COMPLAINT – UNFAIR CLAIM SETTLEMENT & UNACCEPTABLE CONDUCT

I am writing to lodge a serious and urgent complaint regarding the blatantly unfair treatment I have received from Santam regarding my claim. The way this matter has been handled is not only completely unacceptable but also raises serious concerns about Santam’s commitment to fair business practices and customer service.

Blatant Disregard for Fairness and Policy Terms 1. Deceptive Settlement Offer I insured my phone for R17,999, a value that was verified and approved by Santam before my policy was finalized. My monthly premium of R196.54 was based on this insured amount. Yet, after approving my claim, Santam has the audacity to offer me a cash settlement of only R6,895 (after excess) – an insulting and unacceptable amount that does not reflect the insured value. This is nothing short of bad faith business practice. 2. Deliberate Refusal to Accommodate a Reasonable Request I explicitly stated that I am not comfortable with Santam’s chosen supplier, Budget Cellular, due to valid concerns about their reliability. I requested to collect my phone myself from a retailer like Makro, yet this was flatly denied without any justification. Why is Santam forcing me to accept a supplier I do not trust instead of allowing a reasonable alternative? 3. Failure to Provide a Suitable Replacement The device in question, the Honor 90, is no longer in production and is unavailable at all major retailers (Telkom, Vodacom, MTN). Even Honor, the manufacturer itself, does not have stock. Despite this, Santam is still trying to settle my claim with a phone that has been discontinued. To make matters worse, Santam’s chosen supplier, Budget Cellular, does not even have stock of the Honor 90—or any Honor phone, for that matter. When I checked their website and called them directly, they confirmed that they do not have the device in stock but would “source it.” This means Santam is not replacing my phone with an available product but rather outsourcing a discontinued model from who knows where. How can a major insurance company like Santam justify replacing a phone with a discontinued model that even the main supplier (Honor) does not carry anymore? Is this Santam’s way of cutting costs at the customer’s expense? Where is the principle of good customer service in this? 4. Disgraceful Delays & Complete Lack of Communication This claim has been open since early March, and despite my repeated efforts to get this resolved, Santam has done absolutely nothing to act in good faith. Today is the 25th of March, and I have been without a phone this entire time since the 4th March 2025. This is beyond unacceptable—it is a complete failure of basic customer service and fairness. A month without a phone in 2025 is not just an inconvenience—it is a disruption to my daily life and work. Yet, Santam continues to drag its feet, refusing to settle this matter in a fair and reasonable manner. Where is the accountability? Where is the integrity? This situation is not just frustrating—it is a disgrace and a clear indication that Santam prioritizes its bottom line over its customers.

It is appalling that I am forced to fight this hard for what is rightfully owed to me. Santam is failing not just in service, but in principle—and I expect immediate corrective action.

Sincerely, Brian