Aon South Africa Pty Ltd
1.9|287 reviews
NV
Nic V
1 reviews | Active since Member
19 Feb 2026, 10:57
No access to my own claim documents - no transparency
My experience with Aon is super frustrating. I had one major water damage claim that dragged out for more than a year to which several additional claims were added. Mostly due to the incompetence of Santam who kept on sending contractors who didn't know what they were doing. It took at least 4 contractors on different dates to eventually find the one leak. I was also asked if I would like to try out a new Hotbot installed on my geyser to manage water heating and to monitor for any faults. This Hotbot is managed by yet another company and whenever there is a message about a fictitious water leak, it takes 5 - 10 calls before someone can fix it. In a few of these cases, Santam would send out a plumber only for them to say that they don't work on the Hotbot and that someone else is required. Last year September I was notified by Aon that they are increasing my excess by more than 500% due to all my claims. When I asked for detailed records of these claims, I was sent a list of 13 claims on a spreadsheet for which I had documentation for 2 of the claims. There were 2 obvious duplications and to date I am still waiting on the rest of the documentation. I don't understand how insurance companies still don't have digital documentation that the policy holder has access to. What are they hiding?
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Replies (1)Aon South Africa Pty Ltd's replyOfficial
19 Feb 2026, 14:08 Good day Nic, We acknowledge receipt of your complaint. We regard this matter in the most serious light and please know that it is receiving our urgent attention. You will be contacted shortly to resolve this complaint. Kindly note that if the complaint is not resolved within 6 (six) weeks hereof or if the complaint is not resolved to your satisfaction, you have the right to proceed to lodge a complaint with the relevant ombudsman within 6 (six) months hereof. For complaints which relate to the “Advice” or “Intermediary service” rendered by your broker : Details of the FAIS Ombudsman are as follows: | Physical Address: Postal address: Tel: Fax: Email: Web: | 125 Dallas Avenue, Menlyn Central, Waterkloof Glen, Pretoria 0010 PO Box 41, Menlyn Park, 0063 +27 12 470 9080 / +27 762 5000 086 764 1422 [email protected] www.faisombud.co.za For complaints which relate to the “Insurance Product” Details for the National Financial Ombud Scheme South Africa (NFOSA) are as follows: | Address: Tel: Email: Web: | Johannesburg - 110 Oxford Rd, Houghton Estate, Gauteng, 2198. Cape Town - Claremont Central Building, 6th Floor, 6 Vineyard Road, Claremont, Western Province, 7700. 0860 800 900 [email protected]www.nfosa.co.za For complaints which relate to a “Medical Scheme”: Details for the Council of Medical Schemes are as follows: Tel: 012 431 0500 Email: [email protected] Website: www.medicalschemes.co.za We have cc’d the relevant contact personnel who will investigate the complaint further. Kindly contact us with any further queries. Kind regards, Aon Operations Compliance Team
Best regards,
Aon South Africa Pty Ltd's reply19 Feb 2026, 14:08
Official
Good day Nic, We acknowledge receipt of your complaint. We regard this matter in the most serious light and please know that it is receiving our urgent attention. You will be contacted shortly to resolve this complaint. Kindly note that if the complaint is not resolved within 6 (six) weeks hereof or if the complaint is not resolved to your satisfaction, you have the right to proceed to lodge a complaint with the relevant ombudsman within 6 (six) months hereof. For complaints which relate to the “Advice” or “Intermediary service” rendered by your broker : Details of the FAIS Ombudsman are as follows: | Physical Address: Postal address: Tel: Fax: Email: Web: | 125 Dallas Avenue, Menlyn Central, Waterkloof Glen, Pretoria 0010 PO Box 41, Menlyn Park, 0063 +27 12 470 9080 / +27 762 5000 086 764 1422 [email protected] www.faisombud.co.za For complaints which relate to the “Insurance Product” Details for the National Financial Ombud Scheme South Africa (NFOSA) are as follows: | Address: Tel: Email: Web: | Johannesburg - 110 Oxford Rd, Houghton Estate, Gauteng, 2198. Cape Town - Claremont Central Building, 6th Floor, 6 Vineyard Road, Claremont, Western Province, 7700. 0860 800 900 [email protected]www.nfosa.co.za For complaints which relate to a “Medical Scheme”: Details for the Council of Medical Schemes are as follows: Tel: 012 431 0500 Email: [email protected] Website: www.medicalschemes.co.za We have cc’d the relevant contact personnel who will investigate the complaint further. Kindly contact us with any further queries. Kind regards, Aon Operations Compliance Team
Best regards,