Claim HLB/2025/408475. Claim ***9

The geyser burst at my house, I lodge a claim with Standard Bank Insurance on 14 July 2025, was approved on the same date. Was talk service provider would be dispatched with 24 hours to repair or replace it. However after repeated follow-ups no action till the 17 July 2025. On the 18 July 2025 I phoned again and was advised by their representative to proceed with an alternative service provider to repair or replace the geyser. I must send copies of qoutation, invoice and photos of the geyser before and after replacement as proof. I did that now I am informed that claim has been rejected on the grounds that the geyser has a 5 year guarantee. The geyser in question was installed/replaced by a service provider appointed by Standard Bank insurance in 2021. It is not my product how can they say I am responsible for that. On Saturday 19 July 2025 around 14h55 someone phoned to tell me he is coming to replace the geyser. Who is supposed to wait and have old water for more than 72 hours while you have an insurance company you are paying every month. This decision of not paying my claim is not only unreasonable it also contradicts the guidance I receive from their representative and time period of repair/replace a geyser.