Poor Service from Standard bank

25 October 2024 Attention : Sithembiso Martin Mahlalela E-mail/Facsimile : *** Dear Sir/Madam, Participant : Standard Insurance Ltd, All Correspondence Policy/Claim number : HLC*** Our *** The above matter refers. The information held on file has been duly assessed and my recommendation follows below. The complainant has approached this office for assistance following their dissatisfaction with the rejection of their claim due to no insured peril having occurred. The service provider appointed to assess the damage found that the geberit in the toilet cistern was leaking. In support of the rejection of the claim, the insurer confirmed that flood damages are only covered for natural causes and re**** on the following policy provisions for the rejection of he claim: It should be considered that where an insurer discharges its evidentiary burden and declares that loss or damage is not covered under the policy, the onus shifts to the complainant to bring the claim within the ambit of the policy. The complainant, therefore, has the burden of demonstrating that the insurer must take liability for the loss. In their application for assistance and subsequent correspondence to our office, the complainant outlined their dissatisfaction with their handling of the claim. Our office was provided with pictures and a video from the complainant’s independent contractor explaining that the damage was caused by a rusted flexi pipe inside the toilet wall. The contractor further elaborated that a flexi pipe should National Financial Ombud Scheme South Africa NPC. Registration Number *** Tel: 0860-800-900. ***. www.nfo.co.za not have been placed behind the wall as it is prone to corrosion and therefore must be replaced with a copper pipe. While the video suggests that the leaking pipe was defectively installed, we have not received a detailed report compiled by a reputable expert from the complainant to bring the claim within the scope of cover. It is important to note that under an insurance policy, where specific cover does not exist, the insurer cannot be held liable for the loss or damage. That is, where the claimed damage cannot be attributed to a listed peril, the policy may not respond. Considering the above, we find the insurer’s rejection of the claim for the damage cannot be faulted as a provision for cover does not exist and the complainant has failed to bring the loss within the ambit of cover. This is our recommendation. In terms of our usual practice each party is given an opportunity until 5 November 2024 to place new information and make new representations to us before we proceed further with our complaints handling process. If we do not hear from any party by the aforesaid date, we will assume that neither party challenges our recommendation, and we will regard the complaint as finalised. We will then proceed to close our file. Yours sincerely Nomvelo Kunene The National Financial Ombud Scheme SA

I have sent it before and you refer me that the matter is still with NFOS. Please help me because ever since Standard Bank has been deducting money but they don't render any service to me