12 days (and counting) to pay out a claim!

It is one thing to take your own time to resolve a claim. It is another to communicate horribly on top of that. I submitted my claim on 10 July. It is 22 July, and I have still not been paid out the claim. I sent in all the required documents by 12 July. I then got radio silence from Santam Switch the whole of last week. While I appreciate that you probably have to look into claims before paying them out, I cannot accept the non-communication in this regard. As the client, I have absolutely no idea what the delay is because no one cares enough to call me. I eventually spoke to an Adbul-Lateef Jacobs, who told me that delays were due to the global Microsoft outage. The outage was on Friday. I would love to know what the excuse was for all the days before that.

I am the one who has to keep following up when Santam does not meet deadlines it set for itself! Adbul Lateef asked me to send him my bank details; I duly did on Friday. He never acknowledged receipt. I called again this morning to ask him what the hold-up was, and he said my claim has been queued for payment and he will send me proof of payment around lunch. That must be a very long lunch, because it's 16:41 right now, and I have not heard from him.

This is not the conduct I expect from a good-faith quality insurer. If you have issues, you should be communicating them with me. And if you promise to send me proof of payment, don't miss your own deadline. This is really poor and does not give the client confidence in you. I am not claiming for fun; I am claiming because my device urgently needs to be replaced. But you seem to have no appreciation for that.