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.