I logged a claim for my tv on 10 May 2013 through my broker PSG Kosult. I received an email stating that the claim would be settled. An hour later I was advised that the claim would not be settled as my insurance did not cover accidental damage and would be referred to the insurance company. On 15 May 2013, I received a rejection letter from Santam, which i immediately disputed. In the letter they quoted from a polic document regarding accidental cover. I looked at my policy schedule sent to me and could find no such clause in this document. I wrote to the complaints department with my concerns and requested a copy of the alleged policy document. In theory, they should have been able to give to to me immediately as they quoted this in the rejection letter.
I recieved a responsr from a Rudi Snell on 20 May advising me that he was handling the complaint. (Ref no 708542). It is almost a month later and i have not had the courtesy of of a response - maybe they wish i would go away. I have been with this company for the last 13 years and have not had reason to exprience such poor service and have a good claims record. Why can they not produce the evidence immediately?
Regards
Megan
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