Extremely Disappointed With Santam Claims Handling and Customer Service

On 31 October 2025, my boyfriend and I were ****** at knife point in Grey Road, Plumstead, while walking back from Pirates Pub. As a result of the *******, my cellphone was ****** and I subsequently lodged a claim with Santam.

Since the beginning of this process, I have experienced ongoing delays, excessive requests for information, and what felt like an unnecessarily difficult claims experience. I cooperated fully with the assigned investigator, Werner Swart, attended numerous meetings, and provided all information initially requested from me.

Despite my efforts, I was repeatedly informed that the information provided was “insufficient,” including being told that my phone did not reflect on the MTN system. My boyfriend originally purchased the phone for me, however I have been paying the insurance premiums every single month and had agreed to reimburse him for the device. I explained this clearly during the investigation process.

As the matter dragged on, additional information kept being requested. During this time, I unfortunately contracted COVID and informed Mr Swart via email that I was trying my best to obtain the requested documents, but being confined to home meant it would take a little longer. Shortly thereafter, I received notification that my claim had been rejected.

Although I accepted the rejection decision, my frustration now lies with the fact that the ****** phone still remains linked to my profile and I have continued paying premiums for a device that was ****** months ago. Last month, I contacted Santam again requesting that the ****** device be removed from my policy and queried why I was still being billed for it.

I spent over an hour on the phone being transferred between consultants, only to be told that the matter would be reviewed by the underwriters. Since then, I have received no meaningful feedback or resolution. Instead, I am now being told I need to pay an excess on my replacement phone, while still effectively paying for cover on the ****** device.

I find this level of service extremely disappointing. As a paying customer, I expected fairness, communication, and assistance during an already traumatic experience. Instead, I have felt ignored, inconvenienced, and continuously burdened by a process that lacked empathy and efficiency.

I would appreciate urgent intervention from Santam to:

Remove the ****** device from my policy immediately; Review the premiums paid on the ****** device since the date of the incident; Provide clear feedback regarding the handling and status of my policy amendments.

I hope this matter can finally be resolved professionally and fairly.