Conflicting claim decisions, lack of transparency, and flawed inspection process – Standard Bank Insurance

We submitted a claim with Standard Bank Insurance following severe hail and storm damage which resulted in water ingress and extensive damage to our carpets and mold growth affecting our family’s health. We were initially informed telephonically that the claim was rejected due to “wear and tear.” However, on the same day we received an SMS and in-app notification confirming the claim was authorized and approved. When we contacted Standard Bank to query this, we were told it was a “system glitch.” Shortly thereafter, the claim status changed to “closed.” A rejection letter dated 14 January 2026 was then issued, citing wear and tear as the reason. This was stated to be a re-evaluation decision, yet: The assessor’s report and photographs were never shared, despite repeated requests. On the day of inspection, the inspector used a phone with a cracked screen and stated he could not see the images clearly. We were asked to take photographs ourselves and send them to the contractor, raising serious concerns about the integrity and independence of the assessment. The damage occurred after a hail storm, yet no explanation was provided as to how hail-related membrane damage was excluded. The property has only been occupied by us for approximately two years, and the alleged rust is surface-level with no perforation. In addition, ongoing damp and mold from the damaged carpets have caused health issues, which have also not been addressed. The handling of this claim has been inconsistent, lacks transparency, and falls short of fair claims practice. We have escalated the matter internally and are awaiting formal feedback. We are requesting: Full disclosure of the assessor’s report and photographs Clarification on the contradictory approval and rejection notifications A fair and independent reassessment of the claim At this stage, we are extremely disappointed with the process and communication.