So my Dad had a bit of a problem concerning his claim. I explained the situation to Mr. DP Bierman (Claims Manager) and he was very willing to help. As it goes he had to refer the problem to the Client Service Manager, and this person was NO HELP at all! Her attitude was: "This is the way Santam does it" - and end of story. She showed NO willingness to help or compassion for the problem. It got to the stage where my Dad wanted to end his loooooong relationship with Santam, and she was like: "This is within Santam's policy. Contact the Relationship Manager and he will make a business decision". I cc'd her e-mail to Mr. Bierman and he said that he wil contact the Relationship Manager and explain the situation to him.
Mr. Bierman sent me an e-mail EVERY day (sometimes 2) to let me know the progress. End result... Mr DP Bierman handled the problem with compassion and care and resolved the issue. I just received an e-mail from him confirming that everything is sorted out. If there where more people like him that still have pride in their jobs we would be much better off. THANK YOU MR. BIERMAN!! And to the lady: maybe you should do a refresher course in Client Services...
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