7 Months of Delays, Rejected Without Proper Inspection, Then Ignored for Months

I am beyond frustrated with the handling of my insurance claim by Standard Bank, which has now been dragging on for almost SEVEN MONTHS.

The claim relates to storm damage to my home heating system following the November storms.

From the beginning, there has been a complete lack of urgency, communication, and proper handling of this matter.

After logging the claim, nobody was appointed to assess the damage. I had to continuously follow up myself. Eventually, an incorrect company was appointed, an aluminium company, which could not assist with the issue. When I followed up again, I was told this was an error and that the matter would be reassigned. It was not.

After further chasing from my side, someone was eventually sent out. However, the assessor did not properly inspect the unit, did not go into the roof to assess the damage, and at the time there was also no power from COJ, meaning the system could not even be properly tested.

Despite this, my claim was rejected on the basis that there was allegedly “no storm damage.”

I disputed this immediately, explaining that no proper inspection had actually taken place. I was then advised to appoint my own contractor at my own expense.

I arranged and paid for an independent assessment myself. The contractor confirmed storm damage and provided the relevant quotation and supporting documentation.

I sent all documents through to the claims handler, Fakir, only to be ignored. After following up repeatedly, I was eventually asked to resend documents that had already previously been provided. I resent everything again, only to receive no response once more.

I then escalated the matter and advised that I would be lodging formal complaints regarding both the handling of my claim and the ongoing lack of communication.

After submitting complaints, I received generic acknowledgements stating the matter would be investigated urgently, yet once again, no feedback followed.

I followed up. No response.

I lodged another complaint. No response.

At this point, I have exhausted every reasonable avenue trying to resolve this directly and professionally.

The level of service, communication, and claims handling I have experienced has been completely unacceptable, and I will now be escalating this matter to the Ombudsman.