No service, hung up on by call centre agents

I, Dr. Michelle Henry, a client Standard Bank, have been trying to open a claim that seems to be going nowhere.

I opened a claim through Standard Bank mid July 2022, at which point on the 17 July 2022, I received a correspondence regarding a plumber and an electrician being dispatched to tend to the issue. One of the geysers on my property had come to a fault where one of the pipes burst and there were fears that the leakage could have affected the electrical wiring powering the geyser. Upon inspection and correction of the leak, the plumber brought it to my attention that the roof was flooded at which point I informed Standard Bank of this and received a text message saying that the task had been successfully completed, with no one coming to tend to the damage the roof of my flatlet being flooded.

Following this, I attempted numerous to get ahold of Standard Bank's Homeowner's Claims departement to have this correct. A number of emails had been sent with no correspondence regarding acknowledgement of my claim or dilemma. Multiple calls since July 2022 has been made to Standard Bank to follow up on this past claim and to log a new claim. Each time I get through to an agent within the call centre, I am referred to a different department at which time the line goes dead and no attempt at a call back being made.

I am now sitting with a faulty geyser, damaged home entertainment and a flooded roof. Whenever an email is sent to Standard Bank, there is no acknowledgement of receipt and when a call is made to the call centre, I am then told that I am to email this department. Going around in circles all the while, I am being charged a premium to have the insurance in place and having paid the excess and the premium to the plumber for replacing the burst geyser pipe, Standard Bank hasn't followed up on this. It's been almost three (3) months of following up on the existing claim and almost one (1) month of logging a new claim to get an electrician to come out to solve my problem.

As aforementioned, I am at wits end with regards to what to do or who to speak to about this matter, as my financial and insurance provider seems to find dropping calls when calling in or not responding to emails as the standard practice of business. I fear that my roof will collapse and Standard Bank only seems bothered enough to recieve monthly premiums to keep the policy active. I have been sitting with a faulty geyser for about one (1) month which translates to not having running hot water. I have an expensive home theatre system that has taken damage due to the electricity tripping whenever the geyser is switched on. I have a damaged dishwasher due to the same issue arising from the geyser causing the electricity to trip.

Being hung up on by call centre agents and no response to emails is unacceptable. When my roof collapses I expect standard bank will be paying due to their neglect.