Frustrated with Standard Bank

I am writing on behalf of Mrs. E. Thompson regarding her recent experience with Standard Bank Insurance. In July 2024, Mrs. Thompson contacted Standard Bank after her husband was diagnosed with esophagus cancer, lymph node cancer, and metastasis to his spine. She inquired about their bond insurance, specifically the coverage for disability, dreaded disease, and life insurance. To her surprise, she was informed that they only had life cover, despite her husband having taken full coverage.

Mrs. Thompson requested the recording of the phone call where the insurance was accepted, which was promised to be emailed to her. Unfortunately, this recording was never received. She made several follow-up calls, speaking to representatives named Alexis and Leandre, who provided a reference number (#***) and assured her that the recording would be sent.

Additionally, Mrs. Thompson discussed the possibility of a six-month payment holiday due to the financial burden of her husband’s chemotherapy, radiation, morphine, and other medications. Despite these discussions, there was no resolution.

Frustrated, Mrs. Thompson visited a Standard Bank branch, only to be told she needed to phone from within the bank and wait seven days to listen to the recording. When she finally listened to the recording, it was for a funeral policy offered after her husband’s illness, not the bond insurance policy from 2021.

This mix-up has caused significant distress and inconvenience. Mrs. Thompson has now been told to wait another week for the correct recording. I sent an email to Standard Bank complaints on behalf of Mrs Thompson and received a reference number (#***9).

This experience has been extremely disappointing and stressful during an already challenging time.