RM
Rene M
1 reviews | Active since Jun 2022
30 Apr 2026, 11:00
NO CUSTOMER SERVICE
Ongoing issue when claims get turned down due to lack of maintenance no consistency
Helpful (0)
Replies (2)0
Replies (2)RM
Rene M's updateReviewer Update
30 Apr 2026, 11:05I would like to lodge a formal complaint regarding the inconsistent and unsatisfactory customer service I have experienced with Standard Bank in relation to a recent insurance claim.
We submitted a claim for a burst water filtration system that caused damage to our kitchen cupboards and tiles. During the initial assessment, the representative who inspected the damage informed us that the claim was declined due to alleged lack of maintenance. However, he clearly advised that if we could provide proof that the system had been properly maintained, the claim could be reconsidered and the damages repaired.
Following this, we took the time and effort to gather and submit all relevant documentation, including invoices showing that the filtration system had been serviced annually and that filters were replaced when necessary.
Despite complying fully with this request, the reasoning for declining the claim then changed. We were subsequently informed that the filtration system is not considered part of the building structure. This is highly confusing and frustrating, as the system is installed as part of the property and directly connected to the building.
This shift in reasoning raises serious concerns about the fairness and transparency of the claims process. It appears as though reasons are being changed in order to avoid settling a valid claim.
We pay our levies consistently and expect fair support when incidents like this occur. Instead, we are left without assistance and with damage to our home that requires urgent attention.
I would like a clear, consistent explanation of the policy terms and a fair reassessment of this claim. As it stands, this experience has been extremely disappointing and has undermined our trust in Standard Bank’s service.
I look forward to your urgent response and resolution of this matter.
We submitted a claim for a burst water filtration system that caused damage to our kitchen cupboards and tiles. During the initial assessment, the representative who inspected the damage informed us that the claim was declined due to alleged lack of maintenance. However, he clearly advised that if we could provide proof that the system had been properly maintained, the claim could be reconsidered and the damages repaired.
Following this, we took the time and effort to gather and submit all relevant documentation, including invoices showing that the filtration system had been serviced annually and that filters were replaced when necessary.
Despite complying fully with this request, the reasoning for declining the claim then changed. We were subsequently informed that the filtration system is not considered part of the building structure. This is highly confusing and frustrating, as the system is installed as part of the property and directly connected to the building.
This shift in reasoning raises serious concerns about the fairness and transparency of the claims process. It appears as though reasons are being changed in order to avoid settling a valid claim.
We pay our levies consistently and expect fair support when incidents like this occur. Instead, we are left without assistance and with damage to our home that requires urgent attention.
I would like a clear, consistent explanation of the policy terms and a fair reassessment of this claim. As it stands, this experience has been extremely disappointing and has undermined our trust in Standard Bank’s service.
I look forward to your urgent response and resolution of this matter.
RM
Rene M's update30 Apr 2026, 11:05
Reviewer Update
I would like to lodge a formal complaint regarding the inconsistent and unsatisfactory customer service I have experienced with Standard Bank in relation to a recent insurance claim.
We submitted a claim for a burst water filtration system that caused damage to our kitchen cupboards and tiles. During the initial assessment, the representative who inspected the damage informed us that the claim was declined due to alleged lack of maintenance. However, he clearly advised that if we could provide proof that the system had been properly maintained, the claim could be reconsidered and the damages repaired.
Following this, we took the time and effort to gather and submit all relevant documentation, including invoices showing that the filtration system had been serviced annually and that filters were replaced when necessary.
Despite complying fully with this request, the reasoning for declining the claim then changed. We were subsequently informed that the filtration system is not considered part of the building structure. This is highly confusing and frustrating, as the system is installed as part of the property and directly connected to the building.
This shift in reasoning raises serious concerns about the fairness and transparency of the claims process. It appears as though reasons are being changed in order to avoid settling a valid claim.
We pay our levies consistently and expect fair support when incidents like this occur. Instead, we are left without assistance and with damage to our home that requires urgent attention.
I would like a clear, consistent explanation of the policy terms and a fair reassessment of this claim. As it stands, this experience has been extremely disappointing and has undermined our trust in Standard Bank’s service.
I look forward to your urgent response and resolution of this matter.
We submitted a claim for a burst water filtration system that caused damage to our kitchen cupboards and tiles. During the initial assessment, the representative who inspected the damage informed us that the claim was declined due to alleged lack of maintenance. However, he clearly advised that if we could provide proof that the system had been properly maintained, the claim could be reconsidered and the damages repaired.
Following this, we took the time and effort to gather and submit all relevant documentation, including invoices showing that the filtration system had been serviced annually and that filters were replaced when necessary.
Despite complying fully with this request, the reasoning for declining the claim then changed. We were subsequently informed that the filtration system is not considered part of the building structure. This is highly confusing and frustrating, as the system is installed as part of the property and directly connected to the building.
This shift in reasoning raises serious concerns about the fairness and transparency of the claims process. It appears as though reasons are being changed in order to avoid settling a valid claim.
We pay our levies consistently and expect fair support when incidents like this occur. Instead, we are left without assistance and with damage to our home that requires urgent attention.
I would like a clear, consistent explanation of the policy terms and a fair reassessment of this claim. As it stands, this experience has been extremely disappointing and has undermined our trust in Standard Bank’s service.
I look forward to your urgent response and resolution of this matter.
RM
Rene M's updateReviewer Update
30 Apr 2026, 11:07I would like to lodge a complaint regarding the delay in updating my insurance policy with the addition of our solar panel system.
We requested that our solar system be added to our policy and submitted all the required documentation as requested by Standard Bank. However, despite this, we have not received any feedback or an updated policy schedule confirming that the system is insured.
This delay is unacceptable, as it leaves us uncertain about whether this valuable asset is covered. We are paying our premiums in good faith and expect timely processing and clear communication in return.
We request urgent confirmation that our solar system has been added to the policy, along with updated policy documentation reflecting this change.
The lack of communication and delay in this matter is highly concerning and does not reflect acceptable service standards.
RM
Rene M's update30 Apr 2026, 11:07
Reviewer Update
I would like to lodge a complaint regarding the delay in updating my insurance policy with the addition of our solar panel system.
We requested that our solar system be added to our policy and submitted all the required documentation as requested by Standard Bank. However, despite this, we have not received any feedback or an updated policy schedule confirming that the system is insured.
This delay is unacceptable, as it leaves us uncertain about whether this valuable asset is covered. We are paying our premiums in good faith and expect timely processing and clear communication in return.
We request urgent confirmation that our solar system has been added to the policy, along with updated policy documentation reflecting this change.
The lack of communication and delay in this matter is highly concerning and does not reflect acceptable service standards.