Disgusting, Heartless Service from Standard Bank Insurance – Elderly Client Left Without Water for Days!

Disgusting, Heartless Service from Standard Bank Insurance – Elderly Client Left Without Water for Days!

I am absolutely disgusted by the service received from Standard Bank Insurance.

Yesterday, I called to register a claim on behalf of my 85-year-old grandmother, who has been a loyal client for over 20 years. The claims consultant who assisted us was extremely rude, disrespectful, and completely unprofessional. When I mentioned that I needed to confirm the excess amount, she refused to even register the claim — something that is completely unacceptable. I had to insist she proceed, and her attitude and tone were shocking.

I was later told that a service provider would be appointed before 12 p.m. on Saturday. We called again at 11:50 a.m., only to find out that no one had been assigned, and there had been no communication or update whatsoever.

When the plumber finally arrived after 1 p.m., they informed us that Standard Bank hadn’t even submitted the claim to them. Because of this, they couldn’t replace the geyser since Plumlink was already closed — leaving my 85-year-old grandmother without water for the entire weekend.

This is absolutely inhumane and disgraceful service from a company that claims to care about its clients. There was no urgency, no compassion, and no accountability shown at any point.

To make things worse, my grandmother is being told she must still pay an excess, which is outrageous. Most other insurers waive excess fees for clients over 55, yet Standard Bank shows no care or consideration for an elderly woman who has been with them for decades.

After 20+ years of loyalty, this is the treatment she receives — no respect, no service, and no basic human decency. It’s absolutely shocking and disgusting.

I will be taking this further and exploring other insurance providers immediately. It’s no surprise that Standard Bank’s online ratings are so low — this experience says it all.

I expect a formal apology, an urgent resolution, and accountability for the consultant’s behavior and the complete failure to provide service when it was most needed.