Disgusted by the lack of feedback on the progress of claims lodged with Standard bank Insurance

I have lodged a claim with Standard Bank insurance after my swimming cracked and subsequently lost a lot of water. The consultant telephonically informed me that swimming pools are not being covered by Standard Bank Insurance and she subsequently furnished me with a document explaining what is covered. I perused the document and to my surprise, it clearly states that swimming pools underground is covered, but pools above ground are excluded. It became evident that the very same consultants do not even know they own SOP's and guidelines, which leaves me with the conclusion that they are just there to turn down claims without any valid reason.

I then escalated the matter and received a response from a Complaints Specialist on 25 April 2019, informing me that the resolution may take up to 8 working days and they wish to thank me for my continued patience as well as for affording them the opportunity to assist. They are unfortunately now abusing my kindness and patience.

I subsequently followed the matter up with Standard Bank Insurance on 2, 6 and 13 May 2019, but I did not receive ANY feedback from them to date. I have tried calling today, but I am being sent from pillar to post and no one wants to assist me with the progress on the matter. I am of the strong opinion that Standard Bank insurance is quick to receive our monthly contributions, but we end up getting very shoddy responses/feedback. I am highly disappointed in Standard bank Insurance to say the least.

I am really frustrated because my entire pool turned green and I am just afraid that it will lead to unnecessary health risks. I was never contacted by any assessor and I would love to hear the excuses as to why they could not get back to me. It is laughable

Regards

Eugene ********** 544

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