Worse Experience

I would like to lodge a complaint regarding the service received from Santam.

Background

1. I logged an SOS call for the fridge issue where it was making noise as if the fridge is open even though it was closed and the refrigerator part of the fridge was also not getting cold anymore which we saw after the first service provider came and they did something to stop the noise, which we figure could have been the same issue why the fridge was making noise, at our residence on the 3rd November 2021- a service provider was sent and they came looked at the fridge since I or my Partner were home at the time, they advised my mom the is a chance there are no part anymore available for our fridge model. Reference 300/134/357

2. We then receive an sms that said they are awaiting parts @17:04 pm on the 3rd November 2021 after no communication whatsoever

3. I made a call to Santam to find out what is the status and process from here and I was advised they got a report from the service provider the issue was caused by surge , which I then asked why was this not said to us as on the day I spoke to the service provider they didn’t hint this and secondly we have always has surge protection plugs and our freezer is still operating okay only the refrigerator part is now not working, so how is it a surge ? when one part of the fridge is working and another is not but is one component.

4. I was then told another service provider will be sent out and they did on the 6th November 2021. He looked and made me sign a form and all and said he will get back to us in a 2 days , nothing from him or Santam…… reference 300/136/010

5. I made a follow up call on the 12th November 2021 and yet I could not get answers from SOS department and I was put on conference call which I ended leaving because I had a meeting I could not be on hold anymore the agent lady said she will call me once she has spoken to your service provider and yet that call never came.

6. 15th November 2021 I the client made a follow up again to be told the second service provider said he could not do anything as the 1st provider already said is a surge , now my question to Santam was what is the way forward as I have household content insurance which I to my surprise I was then informed since I have no surge cover on my policy there is nothing that can be done, on inception of this policy I asked for comprehensive cover and I didn’t see anywhere in the documents sent to me that I have an option to add surge cover, was not even advised to me on taking this cover, if you guys keep the recording of these calls I will like to hear where was I informed of this cover…. I had a look at my schedule I have a sea surge yet my address is in Gauteng I stay nowhere near the sea.

My complaint.

1. Lack of communication or feedback from Santam and your service provider is poor and as a paying client I expected more from your service as you pride yourselves as the best insurance company in SA. 2. I feel this part about the surge issue is nonsense as is not stated or anywhere in your policy did you mention this was a add on cover , I have had an insurance with other companies never had to deal with such and comprehensive insurance covers everything so from what I gathered from your agent if this issue with my fridge was theft , fire or hit by a lightning then I will have been cover else I’m not covered for any damages. 3. I would like a proper explanation as to why your service providers or Santam failed to give feedback and what I’m I suppose to do with this damage fridge which I feel the surge issue is a way Santam running from dealing with my claim and like any insurance that pride itself in good service I will have expected someone will have been in contact to ask why and how they can rectify this situation as I decided to cancel the insurance..