FED UP OF STANDARD BANK INSURANCE AND THEIR CLIENT SERVICE

If the option for no stars were there I would have chosen that. The service that we received from Standard Bank Insurance to say the least is utterly poor with no follow up, call back or even just an explanation. They put you on hold for 15 plus minutes just so that you have to retell the whole story to the next person, then you would hear that person can't help but they will transfer you to the next one. Their staff at the call center interrupt you while you are talking with no manners or client service what so ever. I have been paying since 2012 for insurance and all is always well when you don't have to claim or have a problem. Quick to claim money from you every month but when they have to bring something to the table in return they are missing in action. On the 12 of July our geyser broke, we phoned the Standard Bank insurance and they send out Worcester Plumbing to fix the problem. It was revealed that the thermostat broke down and they fixed it. Wednesday 9 September we noticed that the geyser again didn't make warm water, by Thursday evening we logged the claim. On Friday my husband followed up and requested that Standard Bank Insurance must please send out specifically Worcester Plumbing again, as we weren't sure what the problem was this time, we explained to Standard Bank that if it is perhaps the thermostat again the parts are still under guarantee and therefor the same service provider must come to our house to fix it. Due to the fact that standard bank insurance cover the call out we knew that the same service provider must be called up to fix the geyser. After making various phone calls being transferred from one call agent to a next we finally got to someone that locked a claim. But that person didn't understand that we are requesting Worcester Plumbing. So on Friday afternoon a plumber finally arrived at our home ( 3 days without warm water) just to tell us the thermostat that was under guarantee broke down again. That part was still under guarantee and we had to fix it again, paying for it again because Standard Bank Insurance with their call agents doesn't understand what it means to send out the same service provider because that service provider has to fix their mess. Now when I phone Standard Bank to hear what they are going to do about the fact that I had to pay for everything, from the call out to the parts their excuse is that Worcester Plumbing isn't part of their team anymore it's not their problem. Now who's problem is this? I am so discussed in Standard Bank and can't believe that this is the service that I pay R440 per month. I have been a very loyal client from 2012 and never have I been treated in this manner, that I had to shout over the phone to be heard. A call agent just repeating herself over and over not giving me time to explain my situation.