Paid for legal assistance, no service — and no accountability

I paid premiums to Standard Bank Legal Assist for legal assistance, but when I actually needed help, I could not reach anyone and received no service at all. Despite multiple calls and emails (with reference numbers), I was ignored. Even my formal complaint to them was ignored.

I escalated to the Ombudsman (NFO), but they simply accepted the insurer’s generic responses and ignored the substance of my complaint — that I paid for a service I never received and that my complaints were completely ignored.

To be clear: the matter was not resolved. My core complaint was never addressed. Extremely disappointed with both the insurer and the NFO for not holding them accountable. I do not recommend this product or service to anyone.