Extremely poor service and held to ransom

I lodged a burst geyser claim and was clearly told by the assigned claims consultant that my excess was waived because I am a pensioner.

Shortly after, the contractor demanded payment of an excess. When I queried this, another Standard Bank consultant contradicted the original decision, refused to escalate the matter, and effectively withheld emergency repairs over a weekend unless I paid.

I was told no supervisor was available because it was after hours, so either I paid or the work would not proceed. This despite the issue clearly being an internal communication failure on their side.

This is not how loyal customers or pensioners should be treated. Large institutions should not bully customers into submission or punish them for questioning contradictory information.

Very disappointing service from Standard Bank Insurance. Be cautious and get everything in writing.