HLB/2026/***3925

I am lodging this complaint after exhausting every reasonable internal escalation channel within Standard Bank Insurance, including executive complaints and private banking. Despite this, the matter remains unresolved, with ongoing damage to the insured property and no accountability.

Two home insurance claims were logged in mid-January 2026. As of today, there has been no finalisation, no confirmed excess amounts, and no repair commencement, despite repeated assurances.

The service failures include, but are not limited to:

Persistent delays masked as “awaiting reports,” with no firm deadlines provided.

Multiple broken promises of call-backs and updates.

*********** and incomplete assessments by appointed contractors.

A failed intercom installation caused by incorrect assessment and lack of preparation.

A ceiling assessment conducted days after photos were supp****, during which time further damage occurred.

Continued refusal or inability to confirm the excess payable for each claim.

Leaving the insured occupants living with an open ceiling, no lighting, and worsening damage for an extended period.

This is no longer a service delay — it is gross negligence and a failure to mitigate further loss, which directly contradicts the insurer’s duty of care. Each escalation has resulted only in further delays and deflection of responsibility.

What makes this particularly concerning is that this matter has already been escalated to executive complaints, yet the same cycle of inaction continues. There is clearly a systemic breakdown between claims, assessors, and contractors, and the client is paying the price for it.

At this stage, confidence in Standard Bank Insurance’s ability to manage this claim is severely compromised. The lack of urgency, ownership, and transparency is unacceptable for a major financial institution.