Moving you nowhere

i am posting this complaint on behalf of my Father (Mr Krishnamoorthy Pillay Cell number *** Policy number SIG000212)

on Wednesday 13/11 vehicle was taken to Mazda dealership located on West Street Durban. Upon inspection of the vehicle braking system it was discovered that the brake servo unit and caliper needed replacing. the warranty adviser from Standard Bank informed the dealership that this was not covered, however when discussing the matter with the Service Manager he advised that this part is covered by the warranty however the Standard Innovation Group (SIG) was refusing claim. on page 7 point 5 the below is mentioned

" Master cylinder, wheel cylinders, servo unit, ABS control unit and all sensors, vacuum pump on diesel vehicles only (excluding all friction surfaces/materials)"

the caliper is not a Friction surface or part in the braking system that is exposed to wear therefore should be covered by the policy as it is not mentioned as an exclusion to the claim.

on Friday I called the Standard Innovation Group they were firm on their response that this was not covered as that is part of the underwriters policy. i expressed my dissatisfaction with their response as the part is not mentioned as an exclusion. and can not be listed as wear and tear due to the part not being exposed to any friction or wear during usage.

i informed the consultant over the phone that i will be taking the matter up further and they informed me i was more than welcome to...

terrible service with no empathy or consideration that they are delibrately leaving grey areas in their policy without even noting it as an exclusion, making clients having piece of mind in believing that if it isnt mentioned as an exclusion that it is covered only to be stuck with no means for repairing issues due to their lack of professionalism and/or responsibility...

will never recommend them again... i will also be moving my Father, Husband and myself away from Standard Bank (this includes our Bonds, Private banking, personal accounts, vehicle finance and so on) being a loyal client with a Bank that has policies that are so grey is not what i wish to be a part off if this is not resolved within 48 hours