JD
JO-ANNE DREYER
1 reviews | Active since Mar 2013
05 Sept 2024, 16:04
Why bother with Insurance? Santam 100+ years in the business I expected better
Do Insurance ever pay in full. 2nd bad experience. Last Year our electricity was tripping, called Emergency Assist, the electrician cut the wire to solve the problem saying the trunking is old and that is not the way things are done. Damaged my wall in the process. I was refunded R600 as that was the call out and a damaged wall that needed painting. Why am I mentioning this. Last week I had a leak in the plumbing in the wall. Firstly, I am not insured for tracing the leak, so you better have disposable cash. The leak was fixed. In the process, the tiles were damaged and the cupboard underneath. Insurance now wants to reimburse me to fix just that under "old and new" whatever the hell that is. The tiles will be mismatched. The floor tiles must be compromised as well. So getting the things to match is for my account. I live in an old house. Santam you knew that. I maintain, paint and repair as needed but surely when things leak or burst you cannot leave it for my own account. That is totally disgusting. Then to crown it all I must call to get this news a week later. Should I even have insurance? LIVID yet again
Helpful (0)
Replies (5)0
Replies (5)
Santam's replyOfficial
05 Sept 2024, 16:10Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
Santam's reply05 Sept 2024, 16:10
Official
Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
Santam's replyOfficial
05 Sept 2024, 17:55Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
Santam's reply05 Sept 2024, 17:55
Official
Good day Thank you for your post. We will be in contact with you shortly. Regards Client Care
JD
JO-ANNE DREYER's updateReviewer Update
19 Sept 2024, 21:16Dear Santam I received a reply from Mr Stephan Olivier on the 9 September 2024. Very detailed and as usual can justify everything even with Reference to the Policy Document. Since last Thursday I have been calling Nathania unable to get hold of her on the phone but the email works so ok with that, Still no feedback when the repairs will be completed. If I do not contact I do not get any results or reply. Left it for 2 days so absolutely no feedback. The management of thisclaim is reactive not proactive as mentioned before what I would expect from Santam. Have I raised my expectations to high. Maybe I will get the justification again. I need to get my kitchen back to it's former state so I would appreciate it if Santam can honour there side of the bargain.
JD
JO-ANNE DREYER's update19 Sept 2024, 21:16
Reviewer Update
Dear Santam I received a reply from Mr Stephan Olivier on the 9 September 2024. Very detailed and as usual can justify everything even with Reference to the Policy Document. Since last Thursday I have been calling Nathania unable to get hold of her on the phone but the email works so ok with that, Still no feedback when the repairs will be completed. If I do not contact I do not get any results or reply. Left it for 2 days so absolutely no feedback. The management of thisclaim is reactive not proactive as mentioned before what I would expect from Santam. Have I raised my expectations to high. Maybe I will get the justification again. I need to get my kitchen back to it's former state so I would appreciate it if Santam can honour there side of the bargain.
Santam's replyOfficial
20 Sept 2024, 07:10Good morning,
Thank you for thr message above.
We will escalated to management and request that Nathania make urgent contact with you to discuss and finalise the claim.
We do apologise for the inconvenience caused.
Thank you and regards
Client care
Thank you for thr message above.
We will escalated to management and request that Nathania make urgent contact with you to discuss and finalise the claim.
We do apologise for the inconvenience caused.
Thank you and regards
Client care
Santam's reply20 Sept 2024, 07:10
Official
Good morning,
Thank you for thr message above.
We will escalated to management and request that Nathania make urgent contact with you to discuss and finalise the claim.
We do apologise for the inconvenience caused.
Thank you and regards
Client care
Thank you for thr message above.
We will escalated to management and request that Nathania make urgent contact with you to discuss and finalise the claim.
We do apologise for the inconvenience caused.
Thank you and regards
Client care
JD
JO-ANNE DREYER's updateReviewer Update
03 Oct 2024, 06:29Good Day Santam
This is the final reply. I do trust that you will use this experience to do staff training.
This call was logged and the actual claim process started on the 26 August 2024 when I received an email. It is the 3 October 2024 and it is still not complete from your side.
Firstly Nathania never made urgent contact with me to discuss and finalise the claim. She called me late afternoon and was very aloof after I sent an email.
Point No 1. The first quote and revised quote is almost 4 x more in difference. Why is this? So quickly they wanted to transfer the cash to my account and wanted me to sort out the repairs. I had then contacted 3 contractors who advised I will never get it done for the original R5271. What a waste of time and a major inconvenience on my side.
Point No 2. The way my kitchen looks at the moment with everything mismatched and the job not even completed as I need the plumber to come back to put the tap fittings on now that the wall tiles are completed. I purchased tops and paid the extra labour to get the tops placed. I have also purchased paint to paint the wall tiles as well as Kitchen cupboards. Who is the Project manager as there are different artisans responsible for different thins. You have the plumber, the carpenter and the tiler. All this needs to be brought together so who is the Project Manager as the plumber must come back.
I have pics which I can share, the original quotation and the revised quotation which I can share if needed as the reply doesn't allow me to share or upload.
Today I have a contractor coming to do the rest of the work out of my pocket. Remember the rule book was thrown at me right at the beginning by Mr Olivier with all the references in the policy document quoted.
I leave this with you Santam, is this the way a claim is handled for something as minor. What happens if something major happens, a fire, a Geyser burst or the like will I have so much trauma in trying to get things restored.. Will I have to spend so much of my own money. Does Santam care that is my question? Does the client relationship matter?
My original statement and title of the claim stands:
Why bother with Insurance? Santam 100+ years in the business I expected better
This is the final reply. I do trust that you will use this experience to do staff training.
This call was logged and the actual claim process started on the 26 August 2024 when I received an email. It is the 3 October 2024 and it is still not complete from your side.
Firstly Nathania never made urgent contact with me to discuss and finalise the claim. She called me late afternoon and was very aloof after I sent an email.
Point No 1. The first quote and revised quote is almost 4 x more in difference. Why is this? So quickly they wanted to transfer the cash to my account and wanted me to sort out the repairs. I had then contacted 3 contractors who advised I will never get it done for the original R5271. What a waste of time and a major inconvenience on my side.
Point No 2. The way my kitchen looks at the moment with everything mismatched and the job not even completed as I need the plumber to come back to put the tap fittings on now that the wall tiles are completed. I purchased tops and paid the extra labour to get the tops placed. I have also purchased paint to paint the wall tiles as well as Kitchen cupboards. Who is the Project manager as there are different artisans responsible for different thins. You have the plumber, the carpenter and the tiler. All this needs to be brought together so who is the Project Manager as the plumber must come back.
I have pics which I can share, the original quotation and the revised quotation which I can share if needed as the reply doesn't allow me to share or upload.
Today I have a contractor coming to do the rest of the work out of my pocket. Remember the rule book was thrown at me right at the beginning by Mr Olivier with all the references in the policy document quoted.
I leave this with you Santam, is this the way a claim is handled for something as minor. What happens if something major happens, a fire, a Geyser burst or the like will I have so much trauma in trying to get things restored.. Will I have to spend so much of my own money. Does Santam care that is my question? Does the client relationship matter?
My original statement and title of the claim stands:
Why bother with Insurance? Santam 100+ years in the business I expected better
JD
JO-ANNE DREYER's update03 Oct 2024, 06:29
Reviewer Update
Good Day Santam
This is the final reply. I do trust that you will use this experience to do staff training.
This call was logged and the actual claim process started on the 26 August 2024 when I received an email. It is the 3 October 2024 and it is still not complete from your side.
Firstly Nathania never made urgent contact with me to discuss and finalise the claim. She called me late afternoon and was very aloof after I sent an email.
Point No 1. The first quote and revised quote is almost 4 x more in difference. Why is this? So quickly they wanted to transfer the cash to my account and wanted me to sort out the repairs. I had then contacted 3 contractors who advised I will never get it done for the original R5271. What a waste of time and a major inconvenience on my side.
Point No 2. The way my kitchen looks at the moment with everything mismatched and the job not even completed as I need the plumber to come back to put the tap fittings on now that the wall tiles are completed. I purchased tops and paid the extra labour to get the tops placed. I have also purchased paint to paint the wall tiles as well as Kitchen cupboards. Who is the Project manager as there are different artisans responsible for different thins. You have the plumber, the carpenter and the tiler. All this needs to be brought together so who is the Project Manager as the plumber must come back.
I have pics which I can share, the original quotation and the revised quotation which I can share if needed as the reply doesn't allow me to share or upload.
Today I have a contractor coming to do the rest of the work out of my pocket. Remember the rule book was thrown at me right at the beginning by Mr Olivier with all the references in the policy document quoted.
I leave this with you Santam, is this the way a claim is handled for something as minor. What happens if something major happens, a fire, a Geyser burst or the like will I have so much trauma in trying to get things restored.. Will I have to spend so much of my own money. Does Santam care that is my question? Does the client relationship matter?
My original statement and title of the claim stands:
Why bother with Insurance? Santam 100+ years in the business I expected better
This is the final reply. I do trust that you will use this experience to do staff training.
This call was logged and the actual claim process started on the 26 August 2024 when I received an email. It is the 3 October 2024 and it is still not complete from your side.
Firstly Nathania never made urgent contact with me to discuss and finalise the claim. She called me late afternoon and was very aloof after I sent an email.
Point No 1. The first quote and revised quote is almost 4 x more in difference. Why is this? So quickly they wanted to transfer the cash to my account and wanted me to sort out the repairs. I had then contacted 3 contractors who advised I will never get it done for the original R5271. What a waste of time and a major inconvenience on my side.
Point No 2. The way my kitchen looks at the moment with everything mismatched and the job not even completed as I need the plumber to come back to put the tap fittings on now that the wall tiles are completed. I purchased tops and paid the extra labour to get the tops placed. I have also purchased paint to paint the wall tiles as well as Kitchen cupboards. Who is the Project manager as there are different artisans responsible for different thins. You have the plumber, the carpenter and the tiler. All this needs to be brought together so who is the Project Manager as the plumber must come back.
I have pics which I can share, the original quotation and the revised quotation which I can share if needed as the reply doesn't allow me to share or upload.
Today I have a contractor coming to do the rest of the work out of my pocket. Remember the rule book was thrown at me right at the beginning by Mr Olivier with all the references in the policy document quoted.
I leave this with you Santam, is this the way a claim is handled for something as minor. What happens if something major happens, a fire, a Geyser burst or the like will I have so much trauma in trying to get things restored.. Will I have to spend so much of my own money. Does Santam care that is my question? Does the client relationship matter?
My original statement and title of the claim stands:
Why bother with Insurance? Santam 100+ years in the business I expected better