Approved Claim but No Payment and No Communication from Standard Bank Insurance

**Standard Bank Insurance – Approved Claim but No Payment and No Communication**

Claim **HBL/2026/512764** has reference.

Our geyser burst on **25 May 2026**, and what should have been a straightforward insurance claim has turned into an extremely frustrating experience.

After numerous unanswered telephone calls, ignored messages, and unsuccessful online enquiries, we were eventually forced to lodge a complaint on HelloPeter just to get our claim registered. Following this, Standard Bank Insurance promptly appointed an assessor who inspected the damage and confirmed that the geyser needed to be replaced.

A few days later, we were informed that our claim had been **approved** and that we would receive a **cash settlement** to replace the geyser.

However, despite the approval, **no payment has been received**, and once again communication has come to a complete standstill.

To make matters worse, I received an SMS requesting photographs of the damaged geyser. I am **70 years old** and find it unreasonable to expect me to climb onto the roof to take photographs, especially when Standard Bank Insurance's own assessor had already inspected the damage and submitted his report, including photographs. I respectfully request that Standard Bank Insurance obtain these photographs directly from their appointed assessor instead of expecting me to place myself at risk.

I have repeatedly attempted to contact Standard Bank Insurance using the telephone numbers provided in their SMS communications. Unfortunately, the calls remain unanswered and requests for a callback continue to be ignored. I have also submitted a formal written complaint to Standard Bank Insurance regarding this matter, but **to date I have received no response whatsoever**.

As a long-standing Standard Bank client, I am deeply disappointed by the level of service I have received. The lack of communication, delays in processing an approved claim, and the apparent inability to assist customers through normal channels are unacceptable.

I am now left with no alternative but to escalate this matter further to the **Ombudsman for Short-Term Insurance** should Standard Bank Insurance fail to honour their approved settlement and communicate with me urgently.

Standard Bank Insurance, **please contact me urgently to resolve this matter and advise when payment in respect of Claim HBL/2026/512764 will be made**. If I do not receive a response within the next few working days, I will proceed with lodging a formal complaint with the Ombudsman and will continue to update this HelloPeter review to reflect my experience.

I sincerely hope that someone at Standard Bank Insurance takes ownership of this matter and restores confidence in a brand that once prided itself on excellent customer service.

**Rating:** ⭐☆☆☆☆ (1 out of 5)