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Chantel M

1 reviews | Active since Oct 2017

07 Jan 2021, 10:51

Disgustig services

SIL: your claim 20/094406.it is disgusting that Standard Bank Home Insurance is not adhering to damage request. We logged a claim on the 9 /11/2020 due to a heavy storm. After a few days the assessor came to assess and told us the bank will call in three days, to date we still awaiting their calls. Std Bank did not call or email us ever since instead we had to make calls and send emails as time went we had more storms an sever damages internally an externally to the house. The contractors arrived on the 6th Jan 21 stating that the bank will only cover for internal damages an not the roof. My question to them was how do you fix the inside and the.problem comes from the outside. We living in the house for 3 years when we moved in there was a storm we contacted them and the declined the claim but we have just moved in. Today the 7th the contractors are finding it hard to work as there is rain and the leaks from the roof is so bad that they cannot fix the interior. The contractor advised that the roof must be fixed first before they can do anything inside. We called the bank again as they always say they will call back but no one calls back and when calling then we wait 21 minutes or more for an agent to answer and we keep getting the same responses. I ask this question the claim is approved for storm on one side.of the roof but not the other side now i ask where is the sense in all this that the agent cannot explain it.

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Replies (3)
CM
Chantel M's update07 Jan 2021, 11:03
Reviewer Update
I would like to add that the assessors mentioned to the bank that the damages to the roof was caused by the storms. We waited for 2 mnths and still we keep calling them. Our last call we were told an internal assessor will come and assess the damages to date he did not come to assess until we were told this morning that he assessed from his desk top. How in the hell do you do an assessment based on pictures that was taken on the first assessment and we had more storms after that pics were taken. It is beyond me that they work that way instead of going out to the scene to inspect the problem. Please this is not right we have sent videos an pictures via email an we also recieved no response but an automated one that says we will contact you within 24hrs and no contact from standard bank to date.
CM
Chantel M's update07 Jan 2021, 17:45
Reviewer Update
Yeah as was expected while waiting for Mr Danie aka standard banks internal assessor its starts to rain and starts flooding the room..now that the ceiling boards are off you can see the actual extent of the storm damage. Water ****ing from the roof. Now tell me if the contractors had installed the ceiling boards this morning then at this time 17:30 those newly installed and painted ceiling boards would have come down due to the water dripping on them putting standard bank in financial loss and the contractor wasted time and effort all because standard bank approved the internal damages only and not the route of the problem the actual roof. This partial claim approval was only communicated to me yesterday when the approved contractor arrived to fix the problem.

CM
Chantel M's update15 Jan 2021, 10:08
Reviewer Update
To date we have still not received. Response and still awaiting the assessor Danie to come and assess the property. The situation has worsened drastically and we need this matter sorted. Standard bank has not.made one phone call and the complaints departments number is continuously busy. Anyone who can assist with the ombuds contact details for standard bank insurance it would be appreciated.