Ongoing Claim Frustration - Claim No. 25/026648

I am extremely disappointed with the service I've received from Standard Insurance Limited. I logged a claim for a leaking solar geyser (claim no. 25/026648) on April 2, 2025, and since then, I've been sent from pillar to post by various consultants.

The plumber assessed the issue and informed the insurer that my geyser is a retro-fit installation. I was then told that SIL does not cover retro-fit geysers, deeming them *******. Despite my geyser being solar and the solar panels also sustaining damage, I was only offered coverage through CIL for the electrical component. This is completely unreasonable given the nature of the installation and the extent of the damage.

I asked Linda to refer me to the specific clause in the policy that excludes retro-fit solar geysers from coverage. As expected, no such clause could be provided because the policy makes no mention of retro-fit geysers whatsoever.

I followed up again as i was promised a call from the claims handler, Ayanda. Instead, I spoke with Themba, who could not answer my questions about the solar panels. My last contact was with Marcel, who, like the others, was reading from the same generic report and could not provide any further assistance.

What frustrates me most is the complete lack of proactive communication from your side. I am always the one initiating contact, and I have yet to receive the promised follow-up call from Ayanda.

Meanwhile, my geyser is still leaking to this day. Who is going to take responsibility for the water loss and the escalating bill?

I expect a formal response and resolution to this claims as soon as possible.