1 reviews | Active since Nov 2014
PATHETIC, NON-EXISTANT CUSTOMER SERVICE, DONT KEEP PROMISES
Honestly, I am really sick and tired of complaining as this does not really make a difference to the lack of service we have experienced from Standard Bank Insurance. we lodged our fire claim on 18 June 2019......each and every "process" we have gone through, has been very very challenging. Not ONCE has SIL "wowed" us as the clients...this is really pathetic, especially taking into account the nature of our claim. my husband sustained 3rd degree burn wounds on his right hand and arm, 2nd degree burn wounds in his face and left hand. myself and our 2 young girls were trapped in the burning house for 40 minutes, by the Grace of God, we were only treated for heavy smoke inhalation (the flames were mostly in our lounge, kitchen and front bathroom - me and our girls were gasping for air in our bathroom at the back) needless to say....not even our traumatic experience counted in our favor to receive stellar treatment from our insurer!! the below pasted email is probably the 65th (and still counting) e-mail sent to Standard Bank Insurance to beg for service..... this is my 3rd review on Hello Peter......I will most definitely log a complaint with the Banking Ombudsman as well. hopefully I can help future FIRE CLAIMANTS to get better service
From: Charmaine Frantz Sent: Thursday, November 21, 2019 11:49 AM To: 'Parkins, Tessline T' Cc: 'SIL Communications'; 'Motsamai, Martha M'; ': Barrymore Frantz'; 'Louw, Winstonia W'; '***'; 'Nkwinika, Ntsako NF' Subject: RE: Feedback and Closure of complaint : CG FRANTZ HLB***, 19/049236 SR*** Importance: High
Good day,
Kindly send the recording?
Up to this minute, I have not received an e-mail from Felicity or even a phone call. Please urgently advice regarding the outstanding rental payment.
I wish to remind you of your below ‘promising words’ (ironically, we are still receiving the worst service):
Good day Mrs Frantz, At the outset, we sincerely apologize for the lack of service and inconvenience you have experienced at our call center. This is certainly not the level of service we pride ourselves on and I would like to assure you that we are committed to improving our service delivery. We have noted the relevant areas where the service breakdowns have occurred, and our processes will be reviewed to ensure that these service gaps are addressed. This matter will be escalated to Management to ensure that corrective measures are taken and to address the shortcomings of our claims handling process.
Why are we still struggling to get feedback…..?
Regards Charmaine
From: Charmaine Frantz Sent: Wednesday, November 20, 2019 8:51 AM To: 'Parkins, Tessline T' Cc: SIL Communications; Motsamai, Martha M; : Barrymore Frantz; Louw, Winstonia W Subject: RE: Feedback and Closure of complaint : CG FRANTZ HLB***, 19/049236 SR***
Hi Tessline,
According to the conversation, my understanding of the statement was – she asked whether the contractor has been busy with repairs for the past 2 weeks, of which I confirmed “yes” she asked a question regarding the duration of the repairs….that is not an agreement between myself and Winstonia Yes please, send me the recording.
I was told that Felicity will e-mail me as she was busy on the phone with Maria discussing the rental….so according to my understanding, there was NO agreement reached as Felicity had to e-mail me to inform me what the decision was after she spoke with Maria. That feedback is still outstanding.
From: Parkins, Tessline T [mailto:***] Sent: Wednesday, November 20, 2019 8:42 AM To: Charmaine Frantz Cc: SIL Communications; Motsamai, Martha M; : Barrymore Frantz; Louw, Winstonia W Subject: RE: Feedback and Closure of complaint : CG FRANTZ HLB***, 19/049236 SR***
Good day Mrs Frantz,
I can forward you the call recording from yesterday with Winstonia.
Please advise if I should?
I have also copied her in the mail.
You have discussed 2 weeks rental will be paid and that this is the final and full settlement.
Regards,
Tessline Parkins Complaints Specialist: Insurance Tel +27 (0)10 *** / E-mail; *** / www.standardbank.com
For escalations, please contact: Team Leader: Martha Motsamai / +27 (0)10 *** / *** Manager : Lutendo Magadani / +27 (0)10 *** / ***
From: Charmaine Frantz <***> Sent: 20 November 2019 08:35 AM To: Parkins, Tessline T <***> Cc: SIL Communications <***>; Motsamai, Martha M <***>; : Barrymore Frantz <***> Subject: RE: Feedback and Closure of complaint : CG FRANTZ HLB***, 19/049236 SR***
Good day Ms Parkins, Thank you for your e-mail. However, I am really not sure when Winstonia contacted me with regards to the rental? Will you please send me proof of the communications between myself and Winstonia? Kindly refer to inserted e-mail. From: Parkins, Tessline T [mailto:***] Sent: Wednesday, November 20, 2019 8:32 AM To: Charmaine Frantz Cc: SIL Communications; Motsamai, Martha M Subject: Feedback and Closure of complaint : CG FRANTZ HLB***, 19/049236 SR*** Good day Mrs Frantz, At the outset, we sincerely apologize for the lack of service and inconvenience you have experienced at our call center. This is certainly not the level of service we pride ourselves on and I would like to assure you that we are committed to improving our service delivery. We have noted the relevant areas where the service breakdowns have occurred, and our processes will be reviewed to ensure that these service gaps are addressed. This matter will be escalated to Management to ensure that corrective measures are taken and to address the shortcomings of our claims handling process. I note that Winstonia has been in contact with you regarding the full and final settlement for the rental. The matter is now closed on my side as she has addressed the issue. Regards,
Tessline Parkins Complaints Specialist: Insurance Tel +27 (0)10 *** / E-mail; *** / www.standardbank.com For escalations, please contact: Team Leader: Martha Motsamai / +27 (0)10 *** / *** Manager : Lutendo Magadani / +27 (0)10 *** / ***
From: Parkins, Tessline T Sent: 13 November 2019 07:05 AM To: '***' <***> Cc: SIL Communications <***>; Motsamai, Martha M <***> Subject: Acknowledgement of New complaint : CG FRANTZ HLB***, 19/049236 SR*** Good day Mrs. Frantz, We acknowledge receipt of your complaint and thank you for bringing your concerns to our attention. Kindly be advised that we are currently investigating the circumstances surrounding the matter and we will revert with an update shortly. Please be advised that the resolution hereof may take up to 8 working days, however we humbly request that you please allow for deviation from the time frame as each matter is taken on its own merit. We wish to thank you for your continued patience as well as for affording us the opportunity to review the matter. Regards,
Tessline Parkins Complaints Specialist: Insurance Tel +27 (0)10 *** / E-mail; *** / www.standardbank.com For escalations, please contact: Team Leader: Martha Motsamai / +27 (0)10 *** / *** Manager : Lutendo Magadani / +27 (0)10 *** / ***
What saddens me the most....I have been a customer of Standard Bank for so long...…. the most loyal customer ever! always "bragging" I have never experienced bad service from MY bank when people complain about "funds disappearing from their accounts or bank charges increase (other banks) etc. my husband even switched to STD bank because I was the one who told him to switch from another bank. moved our bond to STD BANK, bought our car through STD BANK VAF....then the FIRE CLAIM happened.....then I saw the true colors of SIL and Home loans dept...staff not giving a damn about the customer, staff not even trying to do anything extra for a customer, staff not even bothered to return calls, staff not even bothered to keep promises.....
What saddens me the most....I have been a customer of Standard Bank for so long...…. the most loyal customer ever! always "bragging" I have never experienced bad service from MY bank when people complain about "funds disappearing from their accounts or bank charges increase (other banks) etc. my husband even switched to STD bank because I was the one who told him to switch from another bank. moved our bond to STD BANK, bought our car through STD BANK VAF....then the FIRE CLAIM happened.....then I saw the true colors of SIL and Home loans dept...staff not giving a damn about the customer, staff not even trying to do anything extra for a customer, staff not even bothered to return calls, staff not even bothered to keep promises.....
Sent: Wednesday, November 13, 2019 10:16 AM
To: 'Parkins, Tessline T'
Cc: Motsamai, Martha M; : Barrymore Frantz
Subject: RE: Acknowledgement of New complaint : CG FRANTZ HLB***, 19/049236 SR***
- Since the Loss Adjuster’s office was “not in the picture” anymore, we as the customers had to deal directly with SIL /HL
- No one ever came back when we as the customers raised queries or concerns
- No one ever responds to e-mails (1st response was received AFTER I complaint on Hello Peter twice)
- No one explains the process / no guidance (i.e what to expect, what is required from us, who to contact, why we need to submit certain documents, etc) we as the customers were always kept in the dark
- The “Blame game / pass the buck” was occasionally played….(sorry mam, this matter is with Home loans, when we call Home loans….no mam, this matter is still with the claims department, etc)
- When we called, consultants pick up on the notes we called previously, then you can hear the irritation in their voices….”I see you called yesterday also mam, sorry but we are still waiting on an answer from the manager….we will call you back” (which never happened)
- No one takes ownership of the calls / e-mails
Sent: Wednesday, November 13, 2019 10:16 AM
To: 'Parkins, Tessline T'
Cc: Motsamai, Martha M; : Barrymore Frantz
Subject: RE: Acknowledgement of New complaint : CG FRANTZ HLB***, 19/049236 SR***
- Since the Loss Adjuster’s office was “not in the picture” anymore, we as the customers had to deal directly with SIL /HL
- No one ever came back when we as the customers raised queries or concerns
- No one ever responds to e-mails (1st response was received AFTER I complaint on Hello Peter twice)
- No one explains the process / no guidance (i.e what to expect, what is required from us, who to contact, why we need to submit certain documents, etc) we as the customers were always kept in the dark
- The “Blame game / pass the buck” was occasionally played….(sorry mam, this matter is with Home loans, when we call Home loans….no mam, this matter is still with the claims department, etc)
- When we called, consultants pick up on the notes we called previously, then you can hear the irritation in their voices….”I see you called yesterday also mam, sorry but we are still waiting on an answer from the manager….we will call you back” (which never happened)
- No one takes ownership of the calls / e-mails