I recently logged a claim through my brokers. The claim was rejected due to clause 11 in the contract. The clause reads 'Information that affects the risk'. This was triggered because I had contractors in my house that did decorative changes. This is extremely difficult for me to understand as I still have all the security measures required. Should I also now let Santam know if there are contractors working in the complex, if my maid is in, when there is a thunderstorm? Can you please send me a full list of circumstanced that constitutes to a Risk change?
I consider this as a vague clause that can be pulled on whenever Santam want to not pay out clients; I understand the utilisation of this clause if it can be proven that policy holders did not take the necessary steps to keep belongings safe. The contractors were supervised and had controlled access to the complex. They were working in a security complex with surveillance cameras, a foreman, electric fencing etc.
The reply we received from Gobie Motilall:
No claim-rejection letter will be sent to you shortly. Change in risk-insured did not notify insurers.
This is exactly the opposite of Santam's whole mission, Santam really d
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