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Maree S

1 reviews | Active since Jan 2018

23 Jan 2018, 14:37

messed up claim completely, lack of service and very poor customer engagement - SHS ***

On 26 November 2017, I was involved in an accident, which resulted in serious damage to the right front door of my car. This was the only damage to my car. I logged my claim via the call centre, and received notification that I should take my vehicle to Renew-it/Auto Magic in Sandton for damage assessment on 29 November.

On 6 December, I was advised by Siboniso Dlamini from Standard Bank that my claim has been approved, and was advised that I may arrange an appointment with Renew-it for repairs to commence. Given that the looming fesitive season, I arranged with Renew-it to commence repairs on 8 January 2018.

However, on 19 January a service advisor from Renew-it phoned me to advise that repairs cannot commence, as the repairs approved as per their quote to Standard Bank Insurance, related to damage to the front end of the car. I find it really poor that Renew-it took 2 weeks to advise me of the hold-up.

I subsequently phoned Standard Bank Insurance, who confirmed that my accident report on their system indicated damage to the right front door only. The call centre agent could see that the quote from Renew-it for repairs in respect of the damage, was for damage to the front end of the car. The agent advised that she would log a complaint on my behalf, and also ask their assessment department to investigate.

Following the call, I have not received any reference number, as one would expect when a complaint is logged, nor did I receive feedback via any other means. I have tried to reach the assessor mentioned above in various ways without success. Trying to lodge a formal complaint with Standard Bank Insurance today also proved fruitless as I was getting sent from pilar to post.

Trying to speak to a service consultant at Renew-it seems impossible, they never answer their telephones, nor do they respond to emails.

As a result, I may be inconvenienced in two ways: 1) My rental vehicle benefit may run out before repairs gets eventually completed, which will leave me stranded, due to basic lack of service and proper prosesses on Standard Bank's part. 2) I required my vehicle back before 3 Feb, as I need to tow a trailer on 3 Feb to drop my daughter of at UP.

Given the above, I find Standard Bank Insurance's lack of service as utterly appalling, and would advise colleagues, friends and family to steer well clear of their service.

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MS
Maree S's update29 Jan 2018, 15:45
Reviewer Update
It has been nearly a week since I lodged this complaint, and a "resolution specialist" has still not contacted me to discuss the details of my complaint. The only contact was an e-mail from Tebogo Mokale, a complaints specialist. This only acknowlegded receipt of my complaint and indicated that Standard Bank's claims team will contact me. This has not happened either. It seems that lodging a complaint on hellopeter as well as on Standard Bank's Face has done nothing to pursuade Standard Bank to rectify poor service standard. Standard Bank employees - it seems that you do you not take pride in what you do, and that you're only interested in collecting a pay cheque every month. I feel warranted in making such a generalised statement. Due to the continued and persistent lack of customer engagement from Standard Bank, I had to make numerous calls to try and get resolution and progress updates. Every person I spoke to showed the same lack of interest in the fact that I'm being inconvenienced . No one apologised for the blunder or the potential inconvenience. Numerous requests to speak to a manager who would be able to prioritise sorting out the blunder and avoid inconveniencing me as a customer, proved unsuccessfull. This goes for Annatjie, Itumeleng and Thandi in the claims department, to name just a few. Tandi, a claims specialist, has promised me today at 12:00 that a manager will contact me before 13:00 to advise on the status of my complaints. As I've come to expect from this very poor service provider, I'm yet to receive ANY call from ANY Standard Bank employee. Mr Sim Tsabalala: as the CEO of Standard Bank - how would your rate your employee's service to me as a customer? Maybe your companies' name should be changed to "Low Standard Bank". As a result of Standard Bank's error, my vehicle has been standing at the repairer awaiting approval of the actual damages to the vehicle. Even though my accident report on Standard Bank records correctly states the damages as being to the "right front door", Standard Bank's assessment "Specialist" approved a quote for repairs to the front end of the car. I received a system-generated SMS from Standard Bank on 6 Dcember2017 advising that my claim was approved by one Siboniso Dlamini. To date, Standard Bank has failed to explain on what basis the claim was approved. I'm at risk of being of being stranded without a vehicle. Numerous requests to Standard bank to extend my rental vehicle usage with the three weeks lost (due to what is clearly an error on Standard bank's side), has been treated in a disdainfull manner.