Santam
Unanswered calls, lost documentation, delays

My vehicle was damaged by another which was insured by Santam.

I was asked to submit documentation - I did so, and sent it through to the e-mail address I had been given [Email Removed] I was told that I would need to wait approximately two days for the documents to be processed before we could continue.

After almost a week of hearing nothing, I decided to call and find out what was happening. I was told that my claim was now assigned to a particular agent, and transferred to their line. This agent did not answer the call, and so I was asked to call back the next day. I did so, and again he did not answer - I called 8 times over the next five days before eventually getting through to him.

When I spoke to him, he informed me that the claim had been moved to another agent. After being passed around from person to person, I eventually spoke to the new agent, who told me that he could not find the documentation I had submitted, and asked me to resubmit it. I have done so and am now waiting for a response - which will apparently take 3 - 5 days.

With the possible exception of the last agent I spoke to, I have been very disappointed in the service I have received so far.

Company: Santam
Country: South Africa
City: Gauteng

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