S
Santam
Verified Business
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Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Santam shows a strong polarisation between exceptional sales and consultant interactions and serious frustrations around claims handling, particularly third-party claims. Customers consistently praise named agents for warm, professional service, while a vocal minority describe protracted delays, poor communication on complex claims, and unfair claim repudiations. Pricing negotiations and policy reviews generally land well, though premium increases draw concern.
TrustIndex
10
Perfect Score
Ranking
#5
in Home Insurance
NPS Score
56
Recommended: Very Likely
Jul '25 - Jun '26
Based on recent customer reviews, Santam shows a strong polarisation between exceptional sales and consultant interactions and serious frustrations around claims handling, particularly third-party claims. Customers consistently praise named agents for warm, professional service, while a vocal minority describe protracted delays, poor communication on complex claims, and unfair claim repudiations. Pricing negotiations and policy reviews generally land well, though premium increases draw concern.
Santam's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. Agent Quality (8.7). Customers repeatedly name individual consultants such as Ebrahim Jamodien, Khaya Gama, Tasneem Dout, Sipho Makhetha and Nazeem Karriem, describing them as patient, knowledgeable and going the extra mile. The human element is Santam's most consistent strength.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
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.
1 reviews | Active since Jan 2020
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.
The most common complaint about Santam, based on Hellopeter's AI analysis of recent customer reviews, is Repair & Service Provider Quality. Repair Quality (6.4). Panel beater coordination and plumber call-outs are often praised when they run smoothly, but several reviews describe poor workmanship, contractors declining necessary work, and resultant damage left unresolved for months after assessor visits.
Santam scores 3.4 out of 5 on Hellopeter's AI analysis of service quality in Car Insurance, compared to the Car Insurance industry average of 3. Their strongest theme is Agent Service (4.5); their weakest is Claims Handling (2.7). The top AI-rated Car Insurance business on Hellopeter is OUTsurance (4.2). How is the AI Score calculated? →
Santam has a TrustIndex of 10 out of 10 on Hellopeter, based on 8,297 reviews in the last 12 months. Hellopeter has tracked Santam across 27,231 total reviews. How is the TrustIndex calculated? →