Voice of Experience

In October 2023, my son was involved in a car accident when his vehicle collided with another car at a busy intersection. The force of the impact was so severe that his car was deemed a complete loss and written off by the insurance company. In the aftermath of this frightening event, I took comfort in believing that Santam, our insurance provider, had handled the claim promptly and proficiently, offering us a sense of reassurance during an incredibly stressful time. However, a year later, in November 2024, I was taken aback when I received a letter from a debt collector. The letter stated that I owed a substantial amount of money and demanded payment within ten business days. Alarmed, I contacted the debt collector to understand the situation and learned that Santam had never settled the claim with the third party involved in the accident. Although my claim was resolved in April 2024, I felt utterly perplexed and frustrated. I had never been informed that the third party had not received any compensation, and the lack of communication regarding this critical detail left me in a troubling predicament I had not anticipated. I contacted several representatives at Santam regarding my claim, hoping for some clarity on the situation. Unfortunately, I received the same email each time stating, “This claim has been settled.” Despite my attempts to gather more information about the settlement and its details, I went in circles with no additional insights. Then, I received an email from Rowan de Villiers, the Executive Head of Santam Claims Solutions, inviting me to participate in a survey about my claim settlement experience. Although I chose not to complete the survey, the email prompted me to reflect on my interactions with Santam. I felt it was important to express my disappointment with the quality and reliability of the insurance services I received, particularly regarding the lack of clear communication from the claims team. This experience did not meet my expectations, and I believed it was necessary to voice my concerns about the service provided. Rowan de Villiers acknowledged my feedback and responded the same day. The following day, I received a call from one of his team members, Ms Joseline Dunn, who apologised for the frustrating ordeal I experienced and assured me that my concerns would be addressed. I have developed a profound appreciation for the exceptional work of Rowan de Villiers and his team, notably Ms Joseline Dunn, whose efforts were instrumental in addressing my concerns. Their professionalism and efficiency were evident when they resolved all outstanding matters within a week, demonstrating their commitment to excellence and client satisfaction. This prompt response alleviated my concerns and underscored their capability to handle complex situations with skill and care. I am grateful for everything they have done for me. Their dedication has made a significant difference in my experience. Mastura Jamodien-Jardine