I’m hyper-frustrated by Standard Bank Insurance customer service

Good day The following are extracts of emails between myself and Standard Bank Insurance for a house theft claim.

06th Mar 2023 - 08:41 Good morning

I see in the list you forgot to include the borehole pump replacement.

Regards Tshepiso ——————————————— 07 Mar 2023 - 18:52 Good day

Please give us feedback.

Regards Tshepiso ——————————————— 08th Mar 2023 - 08:22 Good day Tshepiso,

Please assist and send us a quote for the borehole with the report and photos.

Regards Nonzwakazi Flekkies ——————————————— 08 Mar 2023 - 10:23 Good day

I believe you got the quote and report from Mark of Elyte Chem around 25-26 January 2023.

Regards Tshepiso ——————————————— 08 Mar 2023 - 11:00 Good day,

Kindly note that we have requested a report and quote from them, Mark confirmed he was onsite.

We will update once this information has been received.

Regards Nonzwakazi Flekkies ——————————————— 10 Mar 2023 - 09:14 Good day

Do you have feedback for us?

Regards Tshepiso ——————————————— 10 Mar 2023 - 09:16 Good day,

The quote is received and referred to Unity who will assist with the final costing.

Regards Nonzwakazi Flekkies ——————————————— 14 Mar 2023 - 13:00 Hi Unity

Please give us feedback.

Regards Tshepiso ——————————————— 16 Mar 2023 - 12:52 Good day

We are still waiting for feedback from Unity and he doesn’t respond or call back or at least acknowledge our query. From the beginning our claim has taken forever to be resolved and we don’t know how to escalate this ourselves. We depend on the people who are helping us. What more should we do to get a good service from you?

Regards Tshepiso ——————————————— 16 Mar 2023 - 12:55 Good day,

I spoke to unity this morning he has been having back to back assessment and will update the report later today.

Regards Nonzwakazi Flekkies ——————————————— 20 Mar 2023 - 10:26 Good morning

Any feedback?

Regards Tshepiso ——————————————— 22 Mar 2023 - 14:45 Good afternoon Nonzwakazi

I called a few minutes and Karabo was about to update me when my call was disrupted. What is it the feedback you gave her?

Regards Tshepiso ——————————————— 23 Mar 2023 - 11:55 Good day

Since the 8th March 2023, we have been waiting for a resolution. It’s now the 23rd March 2023. What is the ETA for resolving this matter, it’s now been 15 days and counting.

Regards Tshepiso ——————————————— 24 Mar 2023 - 14:09 Good day Mr Molefe,

The matter is with the assessor I have followed up.

Regards Nonzwakazi Flekkies ——————————————— 24 Mar 2023 - 15:07 Good day Nonzwakazi

I can never find you on the phone (sometimes via email), so you must know how much I appreciate this message.

What is the ETA because I have heard a similar feedback a few times before.

Regards Tshepiso ——————————————— 27 Mar 2023 - 10:05 Good day,

Kindly note that I had a discussion with Unity and we will finalise this matter by close of business tomorrow.

Regards Nonzwakazi Flekkies ——————————————— 27 Mar 2023 - 10:07 Good morning

Thank you for the ETA.

Regards Tshepiso ——————————————— 29 Mar 2023 - 16:50 Good afternoon

Is the matter finalised now?

Regards Tshepiso ——————————————— 31 Mar 2023 - 08:34 Good day Nonzwakazi

We are still waiting for feedback from Tuesday (3 days ago).

Regards Tshepiso ——————————————— 03 Apr 2023 - 13:10 Good afternoon

Do you have any news for us?

Regards Tshepiso ——————————————— 05 Mar 2023 - 14:33 Good afternoon Nonzwakazi

On the 27th March 2023, you gave us an update,

“Kindly note that I had a discussion with Unity and we will finalise this matter by close of business tomorrow.”

Meaning, by COB of the 28th March 2023, the matter will be finalised. It’s the 5th April 2023, 9 days later, and you have not said anything, despite my persistent request for feedback.

I’m asking again for your help. Please help us. You are in a great position to help us. I persistently ask for assistance from you and Unity, because we were directed to you, you are the people who are meant to help us. If I’m wrong, please direct us to the people who can help us.

Regards Tshepiso ———————————————