Building Insurance - False Facts, Claim Declined, Terrible Service

Complaint Summary – Building Insurance Claim

Main Issues:

Poorly managed claims process and extreme delays (almost two months). Assessors failed to properly inspect the roof and roof space. Loss adjuster repeatedly failed to show up and acted unprofessionally. Claim rejection is based on incorrect facts and assumptions, not proper assessment.

Timeline of Events:

July 2025:

Filed a claim with Standard Bank Building Insurance for severe roof leaks after heavy winter storms.

Have evidence of ongoing maintenance (receipts for tile replacement, gutter cleaning before winter, spare tiles, etc.).

Initial Assessment:

Assessor visited but only inspected inside the house (walls affected by leaks).

Did not check the roof space or climb onto the roof.

Meanwhile, I had to patch the roof membrane myself to prevent further damage. Leaks continued to cause minor damage to the house whilst awaiting outcome of claim

Request for Loss Adjuster (July 2025):

Standard Bank escalated the claim to a loss adjuster due to cost threshold. The loss adjuster repeatedly promised to come but failed to show up for 3–4 weeks. I raised concerns with Standard Bank about his unprofessional conduct and requested a different adjuster, which was denied.

Loss Adjuster Visit (Late July 2025):

Eventually came but again only did an internal inspection. Incorrectly speculated that clogged gutters were the cause (not possible, as they were cleaned before winter).

Confusion Over Report (Early August 2025):

Standard Bank claimed they had not received the loss adjuster’s report; the loss adjuster claimed he already submitted it. I had to make multiple follow-ups (with call logs as evidence).

Claim Outcome (Mid-August 2025):

Claim denied on grounds of “poor maintenance.” Reasons given: worn-out aluminium flashings and unmaintained membrane.

This is factually incorrect because: My roof has lead flashing (not aluminium), which is maintained. I personally patched the membrane in the roof space, proving the leaks are not from flashing alone. Neither assessor actually inspected the roof or roof space to verify their claims.