Based on recent customer reviews, Standard Bank Homeloan Insurance is drawing sustained criticism for its claims handling. Policyholders describe burst geysers, storm damage, roof leaks and blocked drains left unresolved for weeks or months, with claim numbers issued but no follow up. Recurring frustrations include long call queues, unreturned callbacks, ignored emails, panel contractors who arrive unprepared or never arrive, conflicting refund and cancellation information, and claims declined after years of premiums. Several long standing clients mention moving their bond and cover elsewhere. Isolated praise goes to individual consultants who finally pushed a stalled claim through.
TrustIndex
1.9
NPS Score
-94
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Standard Bank Homeloan Insurance
What do customers say about Standard Bank Homeloan Insurance?
Based on recent customer reviews, Standard Bank Homeloan Insurance is drawing sustained criticism for its claims handling. Policyholders describe burst geysers, storm damage, roof leaks and blocked drains left unresolved for weeks or months, with claim numbers issued but no follow up. Recurring frustrations include long call queues, unreturned callbacks, ignored emails, panel contractors who arrive unprepared or never arrive, conflicting refund and cancellation information, and claims declined after years of premiums. Several long standing clients mention moving their bond and cover elsewhere. Isolated praise goes to individual consultants who finally pushed a stalled claim through.
Is Standard Bank Homeloan Insurance trustworthy?
Standard Bank Homeloan Insurance has a TrustIndex of 1.9 out of 10 on Hellopeter, based on 43 reviews in the last 12 months. Hellopeter has tracked Standard Bank Homeloan Insurance across 162 total reviews. How is the TrustIndex calculated? →
Recent reviews (43)
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 May 2022
Worst service from Standard Bank home insurance
Standard Bank home insurance the worst, we have been with them for many years and when I needed them most they abundant us and left us in the cold. I won't recommend it to anyone they are the worst.
1 reviews | Active since May 2022
Worst service from Standard Bank home insurance
Standard Bank home insurance the worst, we have been with them for many years and when I needed them most they abundant us and left us in the cold. I won't recommend it to anyone they are the worst.
1 reviews | Active since Oct 2015
Saddened By Service Received
On Monday 21/09/2026 I made Contact with Standard Bank Home Loan Department Requesting a Settlement Amount As a matter of Urgency I request that a Settlement Invoice could be sent via *** on the above mentioned date. The Call Taker Explained it normally takes a day or 2 to receive(I can't understand) However she will Email before End Of Day THE same Afternoon I followed up A Different Call Taker mentioned She just confirmed With the Call Taker I originally Spoke to And it will be Send on 21/09/2026 Currently it's the 24/09/2026 And Nothing Received I'm not sure why I'm receiving this type of Service I had the opportunity of someone helping me in this Financial Difficult Period to Settle My Balance on my Home Loan All I had to do were to Forward the Final Settlement which I begged assistance from Standard Bank to Email(Waste of time) I'm Disgusted by the Service Received Home Loan Acc Number:***
1 reviews | Active since Oct 2015
Saddened By Service Received
On Monday 21/09/2026 I made Contact with Standard Bank Home Loan Department Requesting a Settlement Amount As a matter of Urgency I request that a Settlement Invoice could be sent via *** on the above mentioned date. The Call Taker Explained it normally takes a day or 2 to receive(I can't understand) However she will Email before End Of Day THE same Afternoon I followed up A Different Call Taker mentioned She just confirmed With the Call Taker I originally Spoke to And it will be Send on 21/09/2026 Currently it's the 24/09/2026 And Nothing Received I'm not sure why I'm receiving this type of Service I had the opportunity of someone helping me in this Financial Difficult Period to Settle My Balance on my Home Loan All I had to do were to Forward the Final Settlement which I begged assistance from Standard Bank to Email(Waste of time) I'm Disgusted by the Service Received Home Loan Acc Number:***
1 reviews | Active since Nov 2019
URGENT FORMAL ESCALATION – Outstanding Insurance Refund and Failure to Resolve Matter
I am writing to formally escalate this matter due to the continued failure to provide a meaningful response or resolution, despite my repeated emails, telephone calls, and follow-ups. I find it unacceptable that, after numerous attempts to resolve this matter, I have still not received a clear explanation, confirmation of the refund amount, or a definitive date for payment. SIL Policy Admin has, on several occasions, merely issued automated responses containing a case number, without any meaningful follow-up communication or evidence of action taken to resolve the matter. I refer specifically to the email dated 29 July 2026, in which I was advised that 50% of the premiums paid during the dual insurance period, up to a maximum of three years where applicable, would be credited to my bond account within 4–6 working days. To date, no refund has been credited to my bond account, despite the above commitment. Summary of Previous Attempts to Resolve the Matter For completeness, I set out below a summary of my attempts to obtain a resolution: 18 August 2026 I contacted the Standard Bank Home Loans Department after discovering that the refund had not been processed. During my discussion with Standard Bank Insurance Brokers, underwritten by Standard Insurance Limited, I was advised that the refund was awaiting managerial approval. On the same day, I sent a follow-up email requesting: 1. An explanation for the delay and confirmation of when the refund would be credited to my bond account. 2. Confirmation of the total refund amount due to me, together with a detailed breakdown of how the amount was calculated. Although Kathija Ally responded to my correspondence, my questions were not properly addressed and no resolution was provided. 24 August 2026 I again contacted the Standard Bank Home Loans Department after confirming that the refund had still not been credited to my bond account. 25 August 2026 I was then informed by Standard Bank Insurance Brokers, underwritten by Standard Insurance Limited, that the refund had apparently been rejected by the manager. The consultant I spoke to was unable to contact the relevant manager and subsequently escalated the matter internally by email. Later that same day, I received an email from Thozama Mdze, stating: “I can confirm that the refund request has been submitted to the underwriter for processing. We are currently awaiting feedback and will revert to you as soon as an update is received.” This response is directly concerning given that I had previously been informed that the refund had been rejected by the manager. Conflicting Information It is extremely concerning that I have now received conflicting and inconsistent information regarding the status of my refund. I have been told that: • The refund was awaiting managerial approval; • The refund was subsequently rejected by the manager; and • The refund request had been submitted to the underwriter for processing and was awaiting feedback. No explanation has been provided as to why the refund was rejected, if indeed it was rejected or what the current status of the refund was. Furthermore, I have received: • No direct communication from the responsible manager; • No communication from the underwriter; • No details regarding the identity or status of the underwriter responsible for the matter; • No confirmed refund amount; • No detailed calculation supporting the refund amount; • No explanation for the failure to honour the commitment made on 29 July 2026; and • No definitive date by which the refund will be credited to my bond account. This lack of accountability and communication is unacceptable, particularly given that this matter has been outstanding despite my repeated attempts to obtain a resolution. Outstanding Documentation Requested by Old Mutual In addition to the refund matter, I have repeatedly requested documentation required by Old Mutual Insurance, the insurer with whom I had the dual insurance during the relevant period. Old Mutual requested that Standard Bank Insurance Brokers, underwritten by Standard Insurance Limited, provide the following: 1. Full Policy Schedule A full policy schedule reflecting the effective date(s) and item(s) added to the cover, including: • The date on which each item was added; • A description of the item(s) added; and • The updated policy details following the amendment. 2. Full Claims History The complete claims history from the other insurer. 3. Cancellation Schedule A cancellation schedule if the relevant item(s) have already been cancelled, or confirmation of the cancellation date should the item(s) still need to be cancelled on your side. 4. Risk Address Where the risk relates to a Building or Contents policy, the relevant risk address must be reflected on the policy schedule. I have requested the above documentation from Standard Bank Insurance Brokers, underwritten by Standard Insurance Limited, on several occasions. To date, I have received no meaningful response and none of the requested documentation has been provided. Formal Request for Immediate Resolution I therefore formally request that Standard Bank Home Loans Department and Standard Bank Insurance Brokers, underwritten by Standard Insurance Limited, take immediate ownership of this matter and provide me with the following in writing: 1. A clear and detailed explanation for the delay in processing my refund. 2. A clear explanation of why I was previously advised that the refund had been rejected by management. 3. Confirmation of the current status of the refund and the party currently responsible for processing it. 4. Confirmation of the total refund amount due to me, together with a detailed calculation and breakdown of how this amount was determined. 5. Written confirmation of the exact date on which the refund will be credited to my bond account. 6. A copy of the full policy schedule and all documentation requested by Old Mutual, as detailed above. 7. Confirmation of when the outstanding documentation will be provided. 8. A clear explanation for the conflicting information provided to me by your representatives. I expect this matter to be treated as urgent and escalated to the appropriate senior manager responsible for resolving it. I have been patient and have made numerous attempts to resolve this matter through the normal channels. However, the continued lack of accountability, contradictory information, and failure to provide the requested documentation and refund are no longer acceptable. I require a substantive written response addressing each of the above points, rather than another automated acknowledgement or case number. Should this matter not be resolved promptly, I reserve the right to escalate the complaint further through the appropriate formal complaints and regulatory channels without further notice. I trust that Standard Bank Home Loans, Standard Bank Insurance Brokers (Underwritten by Standard Insurance Limited) will now take the necessary action to resolve this matter without further delay.
1 reviews | Active since Nov 2019
URGENT FORMAL ESCALATION – Outstanding Insurance Refund and Failure to Resolve Matter
I am writing to formally escalate this matter due to the continued failure to provide a meaningful response or resolution, despite my repeated emails, telephone calls, and follow-ups. I find it unacceptable that, after numerous attempts to resolve this matter, I have still not received a clear explanation, confirmation of the refund amount, or a definitive date for payment. SIL Policy Admin has, on several occasions, merely issued automated responses containing a case number, without any meaningful follow-up communication or evidence of action taken to resolve the matter. I refer specifically to the email dated 29 July 2026, in which I was advised that 50% of the premiums paid during the dual insurance period, up to a maximum of three years where applicable, would be credited to my bond account within 4–6 working days. To date, no refund has been credited to my bond account, despite the above commitment. Summary of Previous Attempts to Resolve the Matter For completeness, I set out below a summary of my attempts to obtain a resolution: 18 August 2026 I contacted the Standard Bank Home Loans Department after discovering that the refund had not been processed. During my discussion with Standard Bank Insurance Brokers, underwritten by Standard Insurance Limited, I was advised that the refund was awaiting managerial approval. On the same day, I sent a follow-up email requesting: 1. An explanation for the delay and confirmation of when the refund would be credited to my bond account. 2. Confirmation of the total refund amount due to me, together with a detailed breakdown of how the amount was calculated. Although Kathija Ally responded to my correspondence, my questions were not properly addressed and no resolution was provided. 24 August 2026 I again contacted the Standard Bank Home Loans Department after confirming that the refund had still not been credited to my bond account. 25 August 2026 I was then informed by Standard Bank Insurance Brokers, underwritten by Standard Insurance Limited, that the refund had apparently been rejected by the manager. The consultant I spoke to was unable to contact the relevant manager and subsequently escalated the matter internally by email. Later that same day, I received an email from Thozama Mdze, stating: “I can confirm that the refund request has been submitted to the underwriter for processing. We are currently awaiting feedback and will revert to you as soon as an update is received.” This response is directly concerning given that I had previously been informed that the refund had been rejected by the manager. Conflicting Information It is extremely concerning that I have now received conflicting and inconsistent information regarding the status of my refund. I have been told that: • The refund was awaiting managerial approval; • The refund was subsequently rejected by the manager; and • The refund request had been submitted to the underwriter for processing and was awaiting feedback. No explanation has been provided as to why the refund was rejected, if indeed it was rejected or what the current status of the refund was. Furthermore, I have received: • No direct communication from the responsible manager; • No communication from the underwriter; • No details regarding the identity or status of the underwriter responsible for the matter; • No confirmed refund amount; • No detailed calculation supporting the refund amount; • No explanation for the failure to honour the commitment made on 29 July 2026; and • No definitive date by which the refund will be credited to my bond account. This lack of accountability and communication is unacceptable, particularly given that this matter has been outstanding despite my repeated attempts to obtain a resolution. Outstanding Documentation Requested by Old Mutual In addition to the refund matter, I have repeatedly requested documentation required by Old Mutual Insurance, the insurer with whom I had the dual insurance during the relevant period. Old Mutual requested that Standard Bank Insurance Brokers, underwritten by Standard Insurance Limited, provide the following: 1. Full Policy Schedule A full policy schedule reflecting the effective date(s) and item(s) added to the cover, including: • The date on which each item was added; • A description of the item(s) added; and • The updated policy details following the amendment. 2. Full Claims History The complete claims history from the other insurer. 3. Cancellation Schedule A cancellation schedule if the relevant item(s) have already been cancelled, or confirmation of the cancellation date should the item(s) still need to be cancelled on your side. 4. Risk Address Where the risk relates to a Building or Contents policy, the relevant risk address must be reflected on the policy schedule. I have requested the above documentation from Standard Bank Insurance Brokers, underwritten by Standard Insurance Limited, on several occasions. To date, I have received no meaningful response and none of the requested documentation has been provided. Formal Request for Immediate Resolution I therefore formally request that Standard Bank Home Loans Department and Standard Bank Insurance Brokers, underwritten by Standard Insurance Limited, take immediate ownership of this matter and provide me with the following in writing: 1. A clear and detailed explanation for the delay in processing my refund. 2. A clear explanation of why I was previously advised that the refund had been rejected by management. 3. Confirmation of the current status of the refund and the party currently responsible for processing it. 4. Confirmation of the total refund amount due to me, together with a detailed calculation and breakdown of how this amount was determined. 5. Written confirmation of the exact date on which the refund will be credited to my bond account. 6. A copy of the full policy schedule and all documentation requested by Old Mutual, as detailed above. 7. Confirmation of when the outstanding documentation will be provided. 8. A clear explanation for the conflicting information provided to me by your representatives. I expect this matter to be treated as urgent and escalated to the appropriate senior manager responsible for resolving it. I have been patient and have made numerous attempts to resolve this matter through the normal channels. However, the continued lack of accountability, contradictory information, and failure to provide the requested documentation and refund are no longer acceptable. I require a substantive written response addressing each of the above points, rather than another automated acknowledgement or case number. Should this matter not be resolved promptly, I reserve the right to escalate the complaint further through the appropriate formal complaints and regulatory channels without further notice. I trust that Standard Bank Home Loans, Standard Bank Insurance Brokers (Underwritten by Standard Insurance Limited) will now take the necessary action to resolve this matter without further delay.
1 reviews | Active since Aug 2026
Gate motor insurance approval after long 5 months wait.
Would very much like to thank and appreciate Nkululeko Nethavhani fir helping me. She helped me after struggling fir 5 months since June'26 just to replace my gate motor. Few consultants helped me before her but failed me. Thank you Nkuli. Keep up the good work for Standard Bank to keep us happy.
1 reviews | Active since Aug 2026
Gate motor insurance approval after long 5 months wait.
Would very much like to thank and appreciate Nkululeko Nethavhani fir helping me. She helped me after struggling fir 5 months since June'26 just to replace my gate motor. Few consultants helped me before her but failed me. Thank you Nkuli. Keep up the good work for Standard Bank to keep us happy.
1 reviews | Active since Mar 2019
****ty service received for Claim number HLB/2026/514567
I am receiving ****ty, to say poor service is an understatement for the gross mishandling of my insurance claim by Standard Bank Insurance. I reported a fire incident at the beginning of June. After significant delays, Standard Bank appointed a contractor who removed damaged and undamaged floor tiles, leaving my home in a worse condition. Standard Bank later said the contractor should only have removed the damaged section. Unfortunately, the original tiles are no longer available, making a like-for-like repair impossible. which was the reason for the contractor and standard bank gave them the size it wasnt their initiative. I was subsequently informed that the repairs had been approved 3 weeks ago by consultant Siraj and that the required documentation would be sent to the contractor. However, the contractor has confirmed that they have never received the documentation. Despite following up repeatedly over the past three weeks, my emails have largely been ignored, and no one has provided a clear explanation or timeline for resolving the matter. To add to my frustration, I have been left without a dedicated prestige banker despite continuing to pay banking fees. My prestige banker told me he got promoted to private banking and can help me with escalation if I move to private banking. My response was that was poor marketing. I am living in a home that has been left in an unacceptable condition by their appointed contractor. My house cannot remain in this state indefinitely while Standard Bank continues to ignore my concerns and fails to fulfil its obligations.
1 reviews | Active since Mar 2019
****ty service received for Claim number HLB/2026/514567
I am receiving ****ty, to say poor service is an understatement for the gross mishandling of my insurance claim by Standard Bank Insurance. I reported a fire incident at the beginning of June. After significant delays, Standard Bank appointed a contractor who removed damaged and undamaged floor tiles, leaving my home in a worse condition. Standard Bank later said the contractor should only have removed the damaged section. Unfortunately, the original tiles are no longer available, making a like-for-like repair impossible. which was the reason for the contractor and standard bank gave them the size it wasnt their initiative. I was subsequently informed that the repairs had been approved 3 weeks ago by consultant Siraj and that the required documentation would be sent to the contractor. However, the contractor has confirmed that they have never received the documentation. Despite following up repeatedly over the past three weeks, my emails have largely been ignored, and no one has provided a clear explanation or timeline for resolving the matter. To add to my frustration, I have been left without a dedicated prestige banker despite continuing to pay banking fees. My prestige banker told me he got promoted to private banking and can help me with escalation if I move to private banking. My response was that was poor marketing. I am living in a home that has been left in an unacceptable condition by their appointed contractor. My house cannot remain in this state indefinitely while Standard Bank continues to ignore my concerns and fails to fulfil its obligations.
1 reviews | Active since Aug 2020
Standardbank Service
I have been a client with Standard Bank Homeloans for 8 years. Used telephone sevice to obtain my annual Tax Certificate.After contacting them for 3 consecutive days and spending an hour on the phone i still have not received my Tax certificate.They promised to email me the document on the second day, did not receive it. On the third day i asked to speak to a senior person, could not take my call , left a message but never phoned me back. Poor customer service and very disappointed. I am a professional person , dont have time to waste with *********** people. I will rather transfer my homeloan to my own bank.
1 reviews | Active since Aug 2020
Standardbank Service
I have been a client with Standard Bank Homeloans for 8 years. Used telephone sevice to obtain my annual Tax Certificate.After contacting them for 3 consecutive days and spending an hour on the phone i still have not received my Tax certificate.They promised to email me the document on the second day, did not receive it. On the third day i asked to speak to a senior person, could not take my call , left a message but never phoned me back. Poor customer service and very disappointed. I am a professional person , dont have time to waste with *********** people. I will rather transfer my homeloan to my own bank.
1 reviews | Active since Nov 2016
Standard Bank Home Loans - Charges for Life Assurance which was cancelled in 2020
Standard Bank Home Loans are just the worst! I have paid off my Home Loan Bond, and when asking Standard Bank for the Cancellation Figures on my Home Loan, they sent my attorneys a final amount payable. In this amount I am being charged R2500 for Life Assurance which was cancelled in November 2020. When phoning Standard Bank Home Loans they transferred me from the one department to another and I was on the line for a very long time. Eventually I came to the Life Assurance Department and this lady informed me she cannot tell me why I am being charged this amount as she does not know. Then why is she working in the Life Assurance department! She then informed me I need to send an email to *** which I did, and then they rep**** that they also cannot help me and that I need to speak to the Cancellation Department, which put me through to the Home Loans and from there to the Life Assurance Department. So no one in Standard Bank can tell my why I am being charged R2500 for Life Assurance if I cancelled this in 2020. And I am now being sent from the one department to another and nobody in Standard Bank can inform me why I am being charged this amount. And here I am paid off the Home Loan and I cannot get it closed because off Life Assurance being charged. It is rediculous and shocking how '*****' Standard Bank is.
1 reviews | Active since Nov 2016
Standard Bank Home Loans - Charges for Life Assurance which was cancelled in 2020
Standard Bank Home Loans are just the worst! I have paid off my Home Loan Bond, and when asking Standard Bank for the Cancellation Figures on my Home Loan, they sent my attorneys a final amount payable. In this amount I am being charged R2500 for Life Assurance which was cancelled in November 2020. When phoning Standard Bank Home Loans they transferred me from the one department to another and I was on the line for a very long time. Eventually I came to the Life Assurance Department and this lady informed me she cannot tell me why I am being charged this amount as she does not know. Then why is she working in the Life Assurance department! She then informed me I need to send an email to *** which I did, and then they rep**** that they also cannot help me and that I need to speak to the Cancellation Department, which put me through to the Home Loans and from there to the Life Assurance Department. So no one in Standard Bank can tell my why I am being charged R2500 for Life Assurance if I cancelled this in 2020. And I am now being sent from the one department to another and nobody in Standard Bank can inform me why I am being charged this amount. And here I am paid off the Home Loan and I cannot get it closed because off Life Assurance being charged. It is rediculous and shocking how '*****' Standard Bank is.