3 Assessments, 1 Excuse – How Standard Bank Avoided Paying My Claim

I am deeply disappointed with how Standard Bank Building Insurance handled my flood damage claim after a severe storm in October 2024.

Despite my home suffering significant water damage — including to the ceiling, cupboards, and tiles — two of their own assessors confirmed that the damage was caused by storm-related flooding and validated the claim.

However, Standard Bank Insurance later rejected my claim based on a third vague assessment that contradicted the original reports. This last report blamed “defective workmanship” without providing any technical proof or engineer-certified evidence. It felt like the insurer was simply looking for an excuse not to pay.

Even worse:

I was told by a consultant that the assessor “could not reach me,” which was completely false — the assessment did happen.

I was not treated with transparency or fairness.

My health and financial stability have been affected by this entire experience.

If the first two assessments by your own experts confirm a valid claim, how can the insurer just reverse that decision with no proper justification?

Standard Bank Insurance failed me as a loyal customer. They offered no meaningful accountability and made me feel like I was just another file to close — not a person whose life was impacted by the disaster.

I have since escalated the matter to the National Financial Ombud Scheme, the FSCA, and the Ombud Council, because consumers deserve better than this.

I am sharing my experience to warn others: Think carefully before trusting Standard Bank Insurance with your home.