1 reviews | Active since Sept 2019
Typical example of insures going all out to find reasons to reject a claim.
Typical example of insures going all out to find reasons to reject a claim.
I took out a house content insurance with Standard Bank “STD” a couple of months ago.
On Saturday the 16th of October 2021 my fridge was defrosting and I realized it had stopped working. I then submitted a claim with STD through their MobileApp. Following day Sunday, the 17th I get a claim number. On Monday the 17th a consultant from STD calls and confirms the claim and contacted a service provider to come assess the fridge. Fast forward, on Wednesday the 20th the assessor comes, looks at the fridge and submits a report to STD.
On Friday the 22nd I follow up and was sent from pillar to post as the consultants were claiming I do not have a policy with them. Ultimately, they forward me to Hollard who apparently is the underwriter and the consultant from Hollard after a long investigation, she then picks up my policy. She then submitted a second claim and indicated that she also needs to send a service provider to assess my fridge as the report she received from STD does not have the information she was looking for “I guess it did not have a reason to reject the claim”.
On Monday the 25th there came the assessor “I was not there but my brother was” to look at the fridge and apparently, he briefly assessed it. This morning the 27th I got a call that my claim was rejected because the report from the second assessor indicated a gas leak due to something to do with the motor. All that is then attributed to negligence which ultimately not covered under the policy. I guess the reason for rejection was hunted and found and now my INSURE won’t pay both for content in the fridge and the fridge itself.
Sometimes one wonder why do we take insurance to begin with.
We are sorry that your experience has led you to contact us with a complaint.
Our Customer Resolution Department will look into this matter and get back to you as soon as possible.
Regards
Hollard Group Complaints
We are sorry that your experience has led you to contact us with a complaint.
Our Customer Resolution Department will look into this matter and get back to you as soon as possible.
Regards
Hollard Group Complaints
This is the response I received this morning.
"We regret to advise that we are unable to consider the above claim due to the following reasons: During the validation of your claim, the Hisense Fridge Freezer Model: ########### was assessed and the unit was found to switch on but does not cool or freeze. The unit has a gas leak and has a possible failing compressor. The damages you are claiming for is not from to an insured event but rather due to normal wear and tear, which is not covered in terms of the policy."
How do you attribute a POSIBILITY to a definite wear and tear? I mean you are not even sure that the is a failing compressor. I am so so disappointed in you guys.
This is the response I received this morning.
"We regret to advise that we are unable to consider the above claim due to the following reasons: During the validation of your claim, the Hisense Fridge Freezer Model: ########### was assessed and the unit was found to switch on but does not cool or freeze. The unit has a gas leak and has a possible failing compressor. The damages you are claiming for is not from to an insured event but rather due to normal wear and tear, which is not covered in terms of the policy."
How do you attribute a POSIBILITY to a definite wear and tear? I mean you are not even sure that the is a failing compressor. I am so so disappointed in you guys.
We sincerely apologise for the frustration caused, we have noted that the customer resolution consultant is busy with claims department and you to resolve the matter.
Customer resolution team
We sincerely apologise for the frustration caused, we have noted that the customer resolution consultant is busy with claims department and you to resolve the matter.
Customer resolution team