Claim turned down after more than a year.

I am utterly and completely disgusted by this company. My claim (22/195327) was initially logged 06/12/2021. That's right 2021!!! The damage to my property came after a freak wind and rain storm. A roof leak resulted in damage to my ceilings and internal walls. After logging the claim not much happened until early 2022. A SBI (Standard Bank Insurance) contractor contacted me to arrange a time for an assessment. After 2-3 weeks they never showed up. As I contacted the again, they confirmed that the distance from Worcester to where I lived (Swellendam) was to far (111km) and that it would contact SBI to appoint a closer contractor. I waited and waited, calling SBI numerous times whenever I could and holding on sometimes for more than 15min during business hours when I was at work. 2-3 Months passed. I tried to lookup on the status of my claim online or on the app. My claim completely disappeared with no record of any claim. No-one ever phoned me back. Not the contractor nor SBI.With the rain season on its way I opened another claim, this time on the app. I uploaded my photo's and submitted my claim. The same ordeal repeated itself. Over a period of more than three months the contractor cancelled without ever contacting me. SBI didn't contact me aswel. Rain regularly pored through my roof and buckets was a frequent sight my foyer. Damage to rugs and sofas was part and parcel of my frustrations. Further storms and wind caused more damage to ceilings and birds even started nesting in gaping ceiling on the outside of my front door. At the end of October I tried my third attempt and submitted everything once again. I took the time and effort explain the whole ordeal and bad experience of cancellations without my knowledge. I went through everything once again, this time it seemed as if the consultant understood my situation and frustration. I was assured that the claim would be prioritised. I received confirmation sms's etc. This time the contractor would come from the Northern Suburbs. They phoned to confirm a date and time. Another phone called broke me completely: Too far out, they don't work in Swellendam. Once again, no assessment, no contractor, no repairs, buckets of water after the rain, birds nesting and ceilings held up with a broom. I phoned SBI AGAIN explaining the situation. They phoned back, asked me to find a local contractor. I had to get a damage report, cost estimate and pictures of the the damage. I got everything and submitted it. When, once again I didn't hear anything from SBI, I phoned once again, finally reaching someone and confirming, half an hour later, that everything was received an is now being assessed. I would receive an answer within 10 working days. Guess what? No call. I phoned back 3 and a half weeks later. I gave my claim number, told my story once more, held on for 20 minutes again. And would you believe, a short and empathetic answer came: The supervisor looked at my pictures and the claim was unsuccessful. I was gutted after more than a year after I first submitted the claim.

Dear SBI, you received my payments every month but you never delivered a service. How can I pay for a service but when I claim, you cant deliver a professional to come to my house and assess the situation. You failed me 3 times over the course of a year. And then after I follow up for the umpteenth time, you turn down my claim by using my amateur photo's taken with my cellphone, climbing on my roof myself! I am not a contractor, I cannot know what to show in my pics or impartially explain to you the seriousness of the matter.

With all the *******ion and theft in our country, companies like SBI get in on the act. Making it impossible to trust Standard bank, a company I've supported my whole life: Student loans, credit cards, two home loans!? It's not that the claim was turned down. It would never have been turned down if a professional assessment from a service provider from SBI came out to the house. Although I pay the full price of my premiums, I do not get the same service or treatment in the country side as in the city.

How can I not consider making a clean break from Standardbank, moving my bank account, closing my credit cards, moving my insurance and even my home loan!