Poor service from Standard bank

Good day standard Bank

I would like to formally submit a complain about poor service I received on my claim, I submit my claim after storm damage on the 4th January 2021. I can tell that till today no work has been done, not that alone but the communication from the contractor you as my insurer appointed has been very bad. Before today I last spoke to them on 20th January 2021, they couldn’t even call and update me as a client. below is list of issues I have with your appointed contractor:

• I stay in Krugersdorp but you guys appointed a company from Edenvale which means they take over an hour to come to my place. I honestly don’t understand the logic there and maybe that is the root cause of this delay. • When the contractor initial came to do the assessment the workers couldn’t explain the work that will be done at my house, when I call their office and a guy named Sathya said he understands my concern and he will come explain the work to me. That too never happened. • Today it is exactly 6 weeks since I claimed and nothing has been done to repair the damage, yes it has been raining heavily for two weeks but what happened the other 4 weeks? I really hope there are service level agreements in place as this for me is totally unacceptable. Also note that due to the rains the damage might be even worse than before. • Last Friday after 14:00 I contacted your call Centre to express my dissatisfaction and your agent told me as one of my option I can get my own contractor and the insurer will transfer the money to me(please listen to the recording). But today im being told that I cannot opt for the option any more. In fact I am forced to either use the contractor that I am not happy with or buy the material from them, I won’t accept that, the contract has not treated me well as a paying client and they must account for that.

The whole point for insurance is for them to come inn and make my life easy in case of an emergency like this one, to be honest this entire experience has left bad taste in my mouth and I doubt I’ll be staying with Standard bank once my issue is resolved. I feel like standard bank are not supportive and are only worried about their contractors.