Appalling service!

I put in a claim with Standard Bank for my pool that was struck by lightning on 17 November 2018. I have pictures of how the pool looked a week before and a week later after the thunderstorms on that day. The pool started leaking and was empty a week later.

The bank sent out a service provider and I explained to them that the pool was fine and full of water before that day. They sent a report to the bank but did not include the lightning incident as well as the pictures that I showed them as proof.

I called them a week later, they were supposed to come back to me within three days which they did not. I was informed that the claim was rejected as this was a pre-existing crack! I explained that it was not and what happened and was told that I have to get another assessment report at my own cost and send pictures and the bank might consider it.

This is the worst service ever and is unacceptable. I will take this matter further. They are quick to collect premiums but when it comes to resolving claims they find every excuse in the book to process claims. I will also take my business elsewhere. I will rather make use of reliable building insurance such as Outsurance.

But I will seek legal advise and also refer this matter to the Ombudsman.