No transparency when it comes to life insurance

I am beyond frustrated and outraged by the way Standard Bank Insurance has handled our claim.

My husband took out a policy with Standard Bank Insurance, and when we submitted a claim, we were informed that the policy allegedly provides “accidental cover only.” This is extremely concerning. My husband has a chronic illness, and it is highly questionable that he would knowingly take out accidental-only cover given his medical condition. If this is truly the case, then serious questions must be asked about how this policy was sold and whether full and proper disclosure was made at the time.

What is even more alarming is that Standard Bank Insurance has refused to provide me with a copy of the insurance contract. Rejecting a claim while withholding the actual policy document is completely unacceptable. As a spouse seeking clarity, I have every right to understand the terms being re**** upon to deny this claim.

The lack of transparency, accountability, and compassion during an already distressing time is deeply disappointing. Instead of support, we have been met with vague responses and resistance.

If this matter is not urgently and properly reviewed, I will have no choice but to escalate it formally to the Ombudsman for Long-Term Insurance and pursue further regulatory intervention. I will also be requesting a full record of advice and sales disclosures related to this policy.

Customers deserve honesty, clear communication, and fair treatment — not obstruction and silence.

I expect Standard Bank Insurance to provide the full policy documentation immediately and to conduct a fair and transparent reassessment of this claim.