Switch
Claimed Business
AI Review Summary
Based on recent customer reviews, Switch receives polarised feedback. Positive experiences highlight fast claim payouts, smooth app-based processes, and standout agents such as Nonkululeko, Pulane, and Megan who are praised for proactive communication and professionalism. However, a significant portion of customers report poor communication during claims, unanswered emails, ignored follow-ups, and policies cancelled without consent. The transition to Santam has also caused confusion and billing issues. Customers frequently express frustration at being unable to reach the claims team through any channel.
Performance(last 12 months):
0Trustindex Rating
#49Ranked In Insurance
18h 37mReply Time
-50 NPSUnlikely
Replied to 88% of negative reviews
Reply time on negative reviews: 33 hours 44 min
TrustIndex
0
Ranking
#49
in Insurance
Avg Reply
18h 37m
NPS Score
-50
Recommended: Unlikely
Replied to 88% of negative reviews
Reply time on negative reviews: 33 hours 44 min
Review Distribution
2.8|15 Reviews
Jun '25 - May '26
5(42.9%)
4(7.1%)
3(0%)
2(0%)
1(50%)
5(42.9%)
4(7.1%)
3(0%)
2(0%)
1(50%)
Frequently Asked Questions About Switch
Based on recent customer reviews, Switch receives polarised feedback. Positive experiences highlight fast claim payouts, smooth app-based processes, and standout agents such as Nonkululeko, Pulane, and Megan who are praised for proactive communication and professionalism. However, a significant portion of customers report poor communication during claims, unanswered emails, ignored follow-ups, and policies cancelled without consent. The transition to Santam has also caused confusion and billing issues. Customers frequently express frustration at being unable to reach the claims team through any channel.
Switch has a TrustIndex of 0 out of 10 on Hellopeter, based on 15 reviews in the last 12 months. They reply to 88% of negative reviews, typically within 33 hours 44 min. Hellopeter has tracked Switch across 238 total reviews. How is the TrustIndex calculated? →
Recent reviews (15)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceNB
Nadia B
1 reviews | Active since Jan 2020
10 Mar 2026, 13:11
Policy Cancelled Without My Knowledge After Almost a Year of Payments
I am extremely disappointed with the way my policy with Santam Switch was handled. I recently discovered that emails sent to me in December regarding my policy had gone directly to my spam folder, which meant I was completely unaware that there was any issue requiring my attention. What is most frustrating is that there was no follow-up phone call to confirm whether I wanted to continue my policy. I have paid for almost an entire year, and yet my policy was cancelled without any direct attempt to contact me. As a customer who values having insurance cover in place, I would absolutely have continued the policy if someone had simply called to confirm. The situation has become even more upsetting because I now need to submit a claim, only to be told that my policy essentially “does not exist” anymore. To make matters worse, I was informed that if I now sign up with Santam Direct, they cannot cover me for this claim. This feels extremely unfair, especially when this entire situation could have been avoided with proper communication. I sincerely hope Santam Switch reviews this matter urgently and reinstates my policy, as this cancellation happened due to a clear communication gap and not because I intended to cancel my cover.
Helpful (0)
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Nadia B
1 reviews | Active since Jan 2020
10 Mar 2026, 13:11
Policy Cancelled Without My Knowledge After Almost a Year of Payments
I am extremely disappointed with the way my policy with Santam Switch was handled. I recently discovered that emails sent to me in December regarding my policy had gone directly to my spam folder, which meant I was completely unaware that there was any issue requiring my attention. What is most frustrating is that there was no follow-up phone call to confirm whether I wanted to continue my policy. I have paid for almost an entire year, and yet my policy was cancelled without any direct attempt to contact me. As a customer who values having insurance cover in place, I would absolutely have continued the policy if someone had simply called to confirm. The situation has become even more upsetting because I now need to submit a claim, only to be told that my policy essentially “does not exist” anymore. To make matters worse, I was informed that if I now sign up with Santam Direct, they cannot cover me for this claim. This feels extremely unfair, especially when this entire situation could have been avoided with proper communication. I sincerely hope Santam Switch reviews this matter urgently and reinstates my policy, as this cancellation happened due to a clear communication gap and not because I intended to cancel my cover.
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Replies (0)BM
KM
Konanani M
1 reviews | Active since Jan 2020
3 Feb 2026, 14:18
Claim
Logged my claim on the 19th , they are very slow. They donot call to notify me of anything , my phone was collected by paragon and they are done with their report on the 29th but since then santam hasn't called me back as to what is the next step . I have email them and also sent a followup email but they have ignored my email... when you call santam you are told that you must contact the switch department by email, but they donot answer emails. They donot communicate, i just want my phone fixed and i don't want to be a customer no more. DONOT RECOMMEND
Helpful (0)
|Replies (0)KM
Konanani M
1 reviews | Active since Jan 2020
3 Feb 2026, 14:18
Claim
Logged my claim on the 19th , they are very slow. They donot call to notify me of anything , my phone was collected by paragon and they are done with their report on the 29th but since then santam hasn't called me back as to what is the next step . I have email them and also sent a followup email but they have ignored my email... when you call santam you are told that you must contact the switch department by email, but they donot answer emails. They donot communicate, i just want my phone fixed and i don't want to be a customer no more. DONOT RECOMMEND
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Replies (0)TM
Tshegofatso M
1 reviews | Active since Jan 2020
2 Feb 2026, 11:26
Insurance ****mers - Santan Switch
If I could do zero starts I would. Santam Switch is pathetic. They advised of the move to Santam, which was a mess. I did not get a call as promised and had to call Santam in December to sort out my cover. I requested for the cover to be cancelled, which they advised it was sorted. I also manually switched off cover for my phone and watch on 01/01/2026. Now imagine my disgust when I get debited for the phone and watch, after I had to beg Switch to cancel my policy??? This is pathetic and Switch is a bunch of *******.
Helpful (0)
|Replies (0)TM
Tshegofatso M
1 reviews | Active since Jan 2020
2 Feb 2026, 11:26
Insurance ****mers - Santan Switch
If I could do zero starts I would. Santam Switch is pathetic. They advised of the move to Santam, which was a mess. I did not get a call as promised and had to call Santam in December to sort out my cover. I requested for the cover to be cancelled, which they advised it was sorted. I also manually switched off cover for my phone and watch on 01/01/2026. Now imagine my disgust when I get debited for the phone and watch, after I had to beg Switch to cancel my policy??? This is pathetic and Switch is a bunch of *******.
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Replies (0)CM
Clinton M
1 reviews | Active since Jan 2020
28 Dec 2025, 07:13
So it happens again!!!!
So it happens again!!!! I have been waiting for a certain Abdul to call me back, he promised to give me a call back on december 18 and latest being 19th and guess what? 10 days have passed with no call back from him, I have sent out an email and the generic response being "we will let him know". insuring my gadgets with these guys was the easiest thing to do but when it comes to claims? you will have to sweat and threaten bad reviews in order to get some assistance, it is quite saddening. I am quite disappointed
Helpful (0)
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Clinton M
1 reviews | Active since Jan 2020
28 Dec 2025, 07:13
So it happens again!!!!
So it happens again!!!! I have been waiting for a certain Abdul to call me back, he promised to give me a call back on december 18 and latest being 19th and guess what? 10 days have passed with no call back from him, I have sent out an email and the generic response being "we will let him know". insuring my gadgets with these guys was the easiest thing to do but when it comes to claims? you will have to sweat and threaten bad reviews in order to get some assistance, it is quite saddening. I am quite disappointed
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Replies (0)AR
Aimée Rawlings
1 reviews | Active since Jan 2020
28 Oct 2025, 10:15
Excellent service and quick payout
Very impressive service from the Santam Switch team. My claim was paid out quickly and the communication from Nontokozo was 10/10. Highly recommend insuring with Switch.
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Aimée Rawlings
1 reviews | Active since Jan 2020
28 Oct 2025, 10:15
Excellent service and quick payout
Very impressive service from the Santam Switch team. My claim was paid out quickly and the communication from Nontokozo was 10/10. Highly recommend insuring with Switch.
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Siyanda Z
1 reviews | Active since Jan 2020
22 Oct 2025, 08:33
cC
I would like to express my sincere appreciation to Nonkululeko Mapitiza for the outstanding service she provided during my bicycle claim process. She was exceptionally kind, compassionate, and efficient, making what could have been a stressful experience feel effortless and well-handled. Her professionalism, attention to detail, and genuine care for her clients truly stood out. It’s rare to encounter someone who combines such empathy with efficiency — and she did both with excellence. Thank you, Nonkululeko, for your remarkable support and for going above and beyond to ensure everything was resolved smoothly.
Helpful (0)
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Siyanda Z
1 reviews | Active since Jan 2020
22 Oct 2025, 08:33
cC
I would like to express my sincere appreciation to Nonkululeko Mapitiza for the outstanding service she provided during my bicycle claim process. She was exceptionally kind, compassionate, and efficient, making what could have been a stressful experience feel effortless and well-handled. Her professionalism, attention to detail, and genuine care for her clients truly stood out. It’s rare to encounter someone who combines such empathy with efficiency — and she did both with excellence. Thank you, Nonkululeko, for your remarkable support and for going above and beyond to ensure everything was resolved smoothly.
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Replies (0)AK
Ayanda K
1 reviews | Active since Jan 2020
25 Sept 2025, 13:26
Nonkululeko provided excellent service, patience, and communication for claim.
Nonkululeko Mapitiza was absolutely fantastic to work with when handling my insurance claim! She kept me updated every step of the way, even when my service provider was slow to provide the necessary ITC number. Her patience and proactive approach in checking on the progress were truly impressive. What struck me most was her dedication to ensuring my claim was processed efficiently once the ITC number was received. She went above and beyond.
Helpful (0)
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Ayanda K
1 reviews | Active since Jan 2020
25 Sept 2025, 13:26
Nonkululeko provided excellent service, patience, and communication for claim.
Nonkululeko Mapitiza was absolutely fantastic to work with when handling my insurance claim! She kept me updated every step of the way, even when my service provider was slow to provide the necessary ITC number. Her patience and proactive approach in checking on the progress were truly impressive. What struck me most was her dedication to ensuring my claim was processed efficiently once the ITC number was received. She went above and beyond.
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