No follow through

Most frustrating lack of service received from Standard Bank Insurance. On 15 September I submitted a claim for my pool pump. An agent phoned me Saturday 17 September and the assessor came out Tuesday 20 September. The assessor said that the problem was small and easily fixable, my husband disagreed that that was the issue but repaired it himself in the hopes that it would work. As predicted, that was not what is causing the pump to leak. In this time since the assessor came to my property I have not once heard back from Standard Bank with any sort of feedback or follow up on my claim! 4 October I mailed Standard Bank to ask what is happening with the claim and to ask if the assessor needs to come out again. No reply. I further followed up on 7 October after I tried calling and could not get through. No reply.

Today, 10 October I called again at 12.12pm and was told I was 27th in line and it would take about 10 minutes and they could call back. They only called back at 12.45pm. I explained the entire situation to the agent who said he needed to check with someone else as there had been no feedback from the assessor and do I mind holding for him to check. I HELD FOR 40 MINUTES while he was "checking" and I eventually put the phone down thinking he must have forgotten I was on the line. I called Standard Bank again and at 1.37pm, again was 25th and told it would take 10 minutes. The next call came through to me only at 2.28pm - again I explained the entire situation and Standard Bank cut the call. Considering 2 agents now had my number I would expect someone to call back. Nothing. At 2.47pm I phoned again and once again had to deal with a bad line from Standard Bank.

It is now 3.20pm - no one has bothered to follow up and none of my mails have been acknowledged yet. It has been almost a month since my claim was logged and I am sitting with a green pool and no answers and literally no one to even follow up with! This insurance is costing me a fortune every month and the 1st time I try claim I am getting no where.