Non-existent service from Standard Bank Insurance

The tenant at the house I'm renting out called me on the evening of Wednesday, 23 July 2025, about a leak in the roof coming from one of the pipes leading to the geyser.

I called SBIS that same evening, got a reference number and let me know someone would be there on Thursday, 24 July 2025.

The following morning, the service provider called me to say he was there. Roughly an hour after his first call, he called me again to tell me that there was a problem with the insurance app – it wouldn't authorise the work so that he could start.

I tried calling SBIS several times to find out what was happening. Each time I called, I hung on for 10 minutes or more with no pick up on their side. I called the service provider to tell him this, and he told me he was experiencing the same. Eventually, he left.

I tried to call SBIE 4 times again on Friday, 25 July 2025, and again, my calls were unanswered. That's when I found their complaint contact details online and left my complaint.

The following day, I received an email telling me that it would take up to 8 working days, possibly even more, to get a resolution on my complaint.

This is alarming, insufficient and negligent.