Is this the best you can do, Standard Bank Insurance?

One star is actually too much for this company.

After paying home insurance for 13 years, one would expect a certain level of service from your insurer. Apparently not. While I understand that COVID changed the way we communicate, surely a digital world should make this better, not worse. I registered an online claim on 3 November for a broken aircon after trying in vain for THREE days to speak to somebody about the claim . Then heard NOTHING from them for 3 days. Sent a follow up mail, heard nothing again. Then suddenly got a call from contractors who said Standard Bank said they must come and inspect the unit. The contractor said the system is too old to repair (parts are not available for the compressor, that suddenly stopped working) and they then quoted Standard Bank for a new system. They assured me that there was a claim and that they will handle everything. This company first phoned me on 6 November in connection with my claim, and visited my house the same day. Then they phoned me again on the 10th of November, and again on the 16th of November to explain that they are quoting for a new system as the old one’s spares aren’t available anymore. I then phoned them on the 25th of November to hear why I don’t hear anything, when they told me that they are waiting for Standard Bank to approve their quote. A day later (on 26 November) a Standard Bank assessor came to my house. He didn't make an appointment, so I wasn't at home. My son opened for him, he inspected the unit, said he would phone me and left. Then, complete silence for 9 days from all involved (contractor, SBI and assessor - my son gave the latter my correct cellphone number, and my cellphone number is also in my emails to SBI).

When I enquired about my claim with SBI on 2 December, it took another day before somebody responded to me. (The online claim registration platform is NO HELP at all).

A lot of messages were exchanged. First I was told to register a claim before I can be helped. Upon explanation that I have done so, and am trying to follow up, I was told that I must then provide the claim number. When saying that I never received a claim number, I was told that then there won't be a claim. When I then asked how there could be no claim if all these people visited my house to inspect the broken aircon, it suddenly transpired that oh, there was indeed a claim but it was rejected.

I then wanted to know why (from Ms Renate Jones, the person supposed to assist me) and how I can follow up on this. Complete silence - absolutely no answer. I then escalated the enquiry to her team leader, one Mr Neville Segeel. Again, absolutely NO response from him. I repeated my mail to him, saying that I will escalate the matter if I don't get feedback by 7 December. Again, no answer.

If this is the level of service one gets from Standard Bank Insurance after paying your monthly premiums, maybe they don't need our money at all?

And please, don't use the COVID excuse. I have had excellent service from other companies during the lockdown.