Highly disappointed and afraid of what might happen to my Finances.

Starting out i was happy with standard bank insurance as they we the cheapest insurance for my Motor Vehicle. I liked that fact that my accounts, Vehicle Finance and insurance were with one bank.

I since regret every good thing i have said about the bank and i am disgusted at the lack of COMMUNICATION, SERVICE and EMPATHY from all the departments i have dealt with.

I got a new policy with Standard Bank insurance and it was activated on the 2nd of November 2017. I was unfortunately in an accident on the 15 of December. The tow truck came and my Vehicle was towed as instructed by Standard bank insurance. I went to make the accident report for insurance purposes and call and gave them the Case number and all was well. since the 17th of November I had no communication with the insurer they did not call me or anything i returned to work in January and gave them a call on the 10th of January between 8:00 to 8:30 to follow up. I was told that my Vehicle would be assessed that morning and the claim is taking some time because it was the festive season. i was given no other information on the matter and i thought i could just wait a while after hearing that standard bank takes some time to process these matters. I also asked him if i should make a double payment for December and January and asked why I am paying when there is a claim active on the account he told me that i need to pay double and i made an arrangement to pay on the 23rd of January, he also advised me that i can claim back the money for December and January which i thought was fair since i did not have the vehicle and there was a claim on the account.

I then called again on the 22nd of January and after another week had passed and Spoke to a lady named Refiloe she then told me that they are waiting for the assessor to send them a report, i then told her that i called on the 10th and she said they will only be towing the Vehicle to I-Tec Wynberg Sandton on the day which was the 22nd and i then asked her where my vehicle was all this time and she did not know which made me suspicious. Knowing how ***** towing companies are lately i then thought that if my Vehicle was not with the Insurance company from the 15th it may be standing somewhere stripped or worse.

I then called the towing company (First Road) and asked for the person who towed my bakkie (Louis) and he told me he had dropped my car off where the insurance had instructed, so i then called I-Tec Wynberg and spoke to (Progress ) who is the manager as he said and he told me that there were no Vehicles from Standard bank Insurance in his Yard and i told him i will call him back and told him to check again after i gave him the vehicle registration and the color and so forth.

I got so upset and called Tracker and explained the situation and reported my vehicle ****** they informed me that they will contact the towing company and find out where the Vehicle was. The towing company finally gave the Location of my Vehicle.

ALL THIS TIME STANDARD BANK DID NOT HAVE MY VEHICLE SINCE DECEMBER 15TH IN THEIR POSSESSION AND I WAS BEING **** TO THAT THEY ARE BUSY ASSESSING THE VEHICLE.

I called standard bank again on the 22nd January and spoke to Nozizwe at the Claims and i had to tell her where the Insurance would find my vehicle so that it could be accessed. She told me that they will send a Roadside assistance vehicle to the location and tow my Vehicle.

I did not received a call again from standard bank again after that. On the 24th i received a call from the Vehicle Finance Finance department that they see i have not paid for my Vehicle and i told them i will transfer the money into the account but it is no FAIR that the claim from December is in but i have to pay for a car i do not have. i was then told to make the payment and was the number of the MANAGER in the claims Department Phyllis who i called on the 24th of January at 08:02 and there was not answer. Then called the claims department again and was told that they will send the matter to the senior assessment agent. I was then told that i will receive a settlement later the next week.

In that time i have send an email to the standard bank complaints resolution center where i only got an auto response and not call or email, i have Complained with the Ombudsman REF Number ( FAIS-07850-17/18GP3) who got back to me and i explain the situation.

I then got a call on the 9th of February From Waheed Potgieter from the Stansure Motor Claims department thinking that the struggle is finally over and he informed me that my Claim is being rejected due to Premium Unpaid. He also told me that since i complaint to the Ombudsmen i should not deal with standard bank but i should deal with the Ombudsman which he very rudely said.

I explained to him that i had made an arrangement in January after no one informed me that i need to continue making payments even after a claim is processed, i also explained that after the matter was being dragged and i have went through all this i will not be covered which is unfair.

I told him that the accident happened in December despite the late payment and payment arrangement the vehicle was covered when the accident happened. Charge Period 23rd November to 23rd December 2017 and the accident was on the 15th.

Standard Bank did not once communicate with me during this life changing event and now i need to pay them back R250K + if there was communication I as a customer would have been better informed and in a better position right now. I do not have the money to pay for a car i do not have and this whole situation has lead me to the point where i am afraid of what happens next. I do not have a car to get to work public transport would require me to take 5 taxis to work and cost more since i do not have a vehicle hire option.

In dealing with standard bank not once did anyone tell me that my cover is cancelled or when and how it was cancelled. There are no emails or statements from Stansure so that you know what is going on, on your account or when you are covered and for what.

I really look forward to a resolution, i am young i have dreams and i have a daughter if i had the money to throw away i would not be sending this email and i would not have made the effort to keep calling and finding out whats going on. To me this is a Major loss i do not even know where my car is now and next thing i will be slapped with a bill from a tow yard as well.

Please Stansure listen to my calls on the days i called in listen to the info your staff gave me. I am not angry i am truly hurt and upset that this is how you treat your customers. I work in customer care as well and the service i received from you thus far is the lowest i have seen no effort or communication from your end.

I digress, please sort this out.