Pathetic and Poor Service from Standard Bank and their Service Provider

Standard Bank Insurance, you really disappoint!

Let's start by logging a claim: The claim logging process is a problem. There is an app, but for some reason, the app could not function properly on my Android phone. It left me no option but to log a claim telephonically. This is a challenge indeed...

I called Standard Bank insurance to lodge my claim in November 2022. It took me about 40min before my call was answered. I received no correspondence via email nor any sms that the claim was logged. Fast forward a bit to call again at a later stage about the non communication, it was detected that my details are incorrect on the system. Incorrect cell number and incorrect email address. I tried to correct it but was given another number to phone. I phoned that number, again with the waiting just to be told my details is correct on the system and that Standard Bank Insurance is working on a different system and that the number which I initially dialed must update and correct my details. Now this can't happen as I am being diverted from call to call. Service - Pathetic.

Eventually, a contractor came to inspect my problem. I have a collapsed French drain and this must be reported back to the insurance. A plumber came to assist, first tracing the pipe to the septic tank. The pipe had a leak which was fixed, but isn't the real problem. The drain is still leaking.

I phoned again and spoke to a Standard Bank Clerk. She informed me that my claim was already closed and I must log a new claim as it is a separate system. I was immediately upset as the system is not a separate system and the work has not been done as per my initial claim which I logged. My drain is smelling and still has drain water pouring out of it into the yard. The claim was closed as the contractor informed them that the system is a separate system. However, it is one joined system, pipes going into a septic tank, from there the water flows into a pit and from there filters into the French drain. It was one huge argument with the clerk not wanting to listen and simply just taking the contractors word as truth - I have house plans indicating the system for crying out loud... I informed her of my disappointment and that they are not listening to their client and taking their service providers word as proof. I will have to take this matter higher up.

I logged an official claim with Standard Bank's Complaints department.

After this, the contractor came out again. Work was done on the pit, took a long time and with a lot of threats and follow up communication. Eventually I was able to inform the complaints department that the contractor had done work and seems to be completed. Finally. Unfortunately, no follow-up call from them to ensure that I was happy that all is in order.

A week after the work was done, the drain started leaking again with the sewerage smell. I have informed the contractor of it. This was early January. Lot's of promises to come and have a look and repair the problem. They came to have a look and then no show again. More threats and eventually they sent a Plumbing company to come and inspect. The report is the same as the very first report given in November when the claim was logged. We have a collapse French drain, possibly caused as a result of the April Floods. The only solution is to divert the pit to a new French drain.

This was the last I have heard of anyone. This is now 10 days ago, and the problem is getting worse. I have informed the Standard Bank contact as well as his escalation that the problem has not been resolved and that I need assistance to get it resolved. So far, no reply.

Absolutely disappointing service - Pathetic communication.

This is all still part of my initial claim from November and as at 8 February 2023, I am still waiting for Standard Bank Insurance for assistance as the contractor they have appointed clearly have no clue to attend the the problem on hand.