No customer service

I submitted a claim through Standard Bank Insurance for malicious damage that was caused by a fire set by the owner of the property next to mine. I also obtained a case number at Oranjeville SAPS as was required Standard Bank. A certain assessor Thabo Masilo was appointed to assess the damage however he has failed to properly communicate with me during my claims process. The following day he called and arranged with an electrical contractor from Krugersdorp to quote and to fix the damage claimed for however without my consent (go ahead). Subsequently I refused this contractor.

After my refusal to accept this specific contractor, the assessor also did not answer any of my calls and did not communicate in any manner. Every time I called SB’s call centre the agents would advise me that my appointed assessor will be in contact which never happened.

I had to eventually pay for the damage out of my own pocket at the time as I did not have any running water or working electricity at my house due to the damage caused by the fire. At the point where I had to get someone out to repair the actual damage and replace damaged parts it was realised the damage was more severe than what was assessed by Standard Bank.

I sent all my quotes and invoices (of work that was carried out) to Standard Bank however they only decided to approve my claim for the damage to the electricity on my property and with no feedback regarding the damage to the water pipes, the water tank, wooden fencing and washing lines.

It is now middle February and my claim has still not been settled as Standard Bank refuses to consider all the damage which is covered by my policy. The assessor himself mentioned that water and electricity is a necessity so my claim should be settled as soon as possible. It is now 5 months later and I’m no better off as Standard Bank does not bother in providing proper customer service.

I have gone through Standard Bank’s complaints procedure in which they have only acknowledged their shortcomings in terms of their communication and customer service but not wiling to pay my claim as they should. They also decided to close the claim without confirming if I’m satisfied with the outcome.

Can some please assist me urgently.