Bad service - Standard Bank Home Insurance

The storm In Capetown on midnight of the 10th June blew Off quite amount of my roofing sheet.

I logged a call with the standard bank insurance on 11th of June asking for them to please send a builder to my property to assess and fix the damage.

I got a auto response saying an agent will contact me within next 24hr but to my surprise no one one contacted me.

I sent another email the night on the 17th of June( 6 days after ) expressing my dissatisfaction and then immediately I got a respond saying an agent called “Clementine Muledane” will contact me and about 30min after a builder called and scheduled an appointment to come view the damaged the following day and the builder sent standard bank a report of the damage before leaving my property.

The assigned agent again made no contact ( I followed up twice) and she only responded 4 days later saying she needed to reach out to the builder will will come back to me .

I have been following up daily since then with no response from standard bank and today (25th June) makes it 2 weeks since I logged the first call and I still don’t have an idea as to when the damage will be fixed.

The worse case is that with the constant rain in Capetown, the the damage keep getting worse .

I am quite frustrated with this extreme bad service from standard bank as I took on insurance in the hope that they will come through for me in time like this but I am so disappointed with the bad service I have received .

Below is the reference number of the email correspondence: 20/048619

It’s been a terrible experience with this insurer.