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Bridget E
1 reviews | Active since Mar 2009
12 Apr 2021, 08:55
Burst Geyser - Std Bank Insurance not processing claims with any sense of urgency
I had the unbelievable misforune of a burst geyser on Saturday morning, I logged as per Standard Bank insurance call center message my claim via their HOCclaims email, it is now Monday, we have been without water since Saturday, and no one is answering their call center, not responding to claims logged via their email process. As usually only poor customer service from Standard bank Insurance.
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Bridget E's updateReviewer Update
12 Apr 2021, 16:18So lets see, firstly std bank ignores my claim submitted at 11am on Sat, until i logged a hellopeter review out of frustration. Then it was a run around by the claims person who claimed to have called me - funny thing with mobiles, it keeps track of incoming calls whether answered or not - not sure how they will explain no call against my mobile was found. Then eventually at 13h03 their service provider called me, i explained i have been without water since Sat 11am, and that i would like a geyser installed today. By 15h08 their team had still not arrived, so i called them, apparently it was a traffic situation - 2 hours???? PLEASE! Then their team all of sudden pitches, but does not park in my drive way and come to the gate, no they hover half in my drive half in the road and set off a series of hoots, whilst i am standing at my front door watching them. After the fourth hoot, I go out my gate and up to the driver and ask him why he is hooting? I ask him why he has not parked and come to the gate. No response. I then say please come to the gate. Wait 3 minutes as they phone the office to complain that i am rude. They enter, go check the geyser, and then come to me 15min later to tell me that the geyser has burst, which is what my plumber report frm Sat said. So I said the office had advised they will once confirmed go to Parklands to collect a geyser to install, as I have been without water in my both my bathrooms since Sat 11am. They mumble something about going to Milnerton, so i said excellent that will be a 15min trip there and 15min back, see you shortly for my geyser. Now at 15h57, i receive two missed quick calls from service provider office, so i call them back, knowing full well that they are going to give me some excuse as to not provide me with assistance today. And guess what it was 'we cant find a geyser with that specs'. REALLY REALLY?? Standard bank this is now the third time since 2018, that i have had to deal with you, and all three times you have shown ZERO empathy, ZERO customer experience centricty, ZERO interest. But my word, you get my R900 per month for this insurance and have done for 14 yrs no problem, pity you dont return the experience hey? Your customer service is disgusting.
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Bridget E's update12 Apr 2021, 16:18
Reviewer Update
So lets see, firstly std bank ignores my claim submitted at 11am on Sat, until i logged a hellopeter review out of frustration. Then it was a run around by the claims person who claimed to have called me - funny thing with mobiles, it keeps track of incoming calls whether answered or not - not sure how they will explain no call against my mobile was found. Then eventually at 13h03 their service provider called me, i explained i have been without water since Sat 11am, and that i would like a geyser installed today. By 15h08 their team had still not arrived, so i called them, apparently it was a traffic situation - 2 hours???? PLEASE! Then their team all of sudden pitches, but does not park in my drive way and come to the gate, no they hover half in my drive half in the road and set off a series of hoots, whilst i am standing at my front door watching them. After the fourth hoot, I go out my gate and up to the driver and ask him why he is hooting? I ask him why he has not parked and come to the gate. No response. I then say please come to the gate. Wait 3 minutes as they phone the office to complain that i am rude. They enter, go check the geyser, and then come to me 15min later to tell me that the geyser has burst, which is what my plumber report frm Sat said. So I said the office had advised they will once confirmed go to Parklands to collect a geyser to install, as I have been without water in my both my bathrooms since Sat 11am. They mumble something about going to Milnerton, so i said excellent that will be a 15min trip there and 15min back, see you shortly for my geyser. Now at 15h57, i receive two missed quick calls from service provider office, so i call them back, knowing full well that they are going to give me some excuse as to not provide me with assistance today. And guess what it was 'we cant find a geyser with that specs'. REALLY REALLY?? Standard bank this is now the third time since 2018, that i have had to deal with you, and all three times you have shown ZERO empathy, ZERO customer experience centricty, ZERO interest. But my word, you get my R900 per month for this insurance and have done for 14 yrs no problem, pity you dont return the experience hey? Your customer service is disgusting.