Slow responses and excuses not to pay

<p>Standard Bank Insurance under references hlc17/000108 - hlc17/000109 - hlc17/000160.</p> <p> </p> <p>1. A claim was logged in January 2017 for storm damage after the heavy rains and flash floods in December 2016. When I became aware of the damage I reported the matter accordingly. The building contractor appointed was Bathopele construction. I waited for a week and eventually called the contractor to find out why they have never contacted me. They apologized due to an internal process failure as my claim was never sent to anyone to work on. I called Standard Bank Insurance to complain and they appointed Bundu thatching. The contractor, Bundu Thatching, came to assess the damages for the storm claim and inter alia the pipe claim/s.</p> <p> </p> <p>2. The contractor from Bundu thatching advised me that the storm damage was caused by roof leaks which was probably caused by the flash floods and heavy rainfall during the last few weeks. I advised the contractor that the roof was NOT leaking with every rain except when there was heavy rainfall. The contractor said that with cross winds it can cause the roof to move as it is a corrugated iron roof which can cause leaks. This will not necessarily happen with normal rainfall. The contractor took photographs of all the damages. I pointed out to the contractor that I had resealed and painted the roof in 2016 and he advised that he could see that the roof was well maintained except for 7 loose *****s which would require less than a liter of membrane.</p> <p> </p> <p>3. I therefore refute you repudiating my claim as the flash floods and heavy rainfall experienced during December 2016 and January 2017 were sudden and unforeseen events. I further refute the reasons or excuses in my opinion (my emphasis) that you are using to reject my claim as unfair and unsubstantive as you are merely reneging on fulfilling your obligations. The reasons and rationale given are baseless as the overall condition of my roof is in a very good condition and evidence of a roof that is maintained. If you were to grade the percentage of maintenance vs non maintenance my roof would qualify as 98% maintained and the unforeseen heavy rains and flash floods contributed to 7 *****s coming loose.</p> <p> </p> <p>4. I am therefore of the view that you are obligated to fund the costs of the resultant damages caused by the storm damage and I am willing to compromise and pay for the resealing of the 7 screens as a maintenance cost.</p> <p> </p> <p>5. I am also concerned by the report supp**** by your contractor as being inaccurate and not a fair and accurate reflection as there are stark contradictions made in his report to you vs what he communicated to me at the time of assessment. I am further concerned that your contractor compiled a report a few hours/days later after assessing the roof at which point he may have visited other sites and re**** on his photographs only as a point of reference and he was unable to accurately recall the details of my home and the 3 separate claims that he has been assigned to. I specifically asked the contractor whether he was able to distinguish between the 3 claims as he dealt with them interchangeably during his assessment and it was easy to get confused, he responded that he will work it out later when he does his report. I am making this assessment based on the fact that the same contractor was appointed to all 3 claims and on my pipes claim/s he supp**** an inaccurate report and omitted to include important photographs as well as he submitted storm claim photographs on the pipe claim and he interchangeably mixed up the photos of the two pipes claims and not forgetting the other photos he omitted completely. The contractor further falsely stated that I repaired the tiles in my bathroom and that I should be reimbursed as I NEVER made any repairs and in fact followed up on 2 separate occasions this week with your call centre on the claim. On each occasion I was assured that the matter would be taken up with the contractor as he could commence repairs as it was within his mandate and I am yet to hear from him. I also left messages for him and I am yet to get a callback.</p> <p> </p> <p>a. In conclusion I have the storm claim and the resultant damages that need to be reviewed and assessed on the basis of what a court of law would do by applying the reasonable man’s test of what is defined as a roof not maintained vs a roof that has been maintained and whether the 7 loose *****s could be justifiably used as the basis for declining payment.</p> <p> </p> <p>b. I also have the 2 pipe claims and the outstanding resultant damages which have not been properly reported as stated in paragraph 5 above as well as the false report that I had already proceeded to replace the tiles.</p> <p> </p> <p>c. I would like to recommend that the contractor is placed under review and that you perform a proper due diligence on your service providers as I have had bad service from the outset of this matter.</p> <p> </p> <p>d. I called your call centre to advise them that the plumber has put the new pipes on first pipe claim on the outside of my house and that these pipes needed to be insulated and I was told that the contractor would call me to do a revised quote which is yet to happen.</p> <p> </p> <p>6. I would appreciate your prompt intervention and I have included the Ombudsman and Standard Bank compliance office on this email as the various issues noted are unacceptable and tantamount to the overall bad service I have had from Standard Bank. It seems that each time I call the call centre I am hitting a wall and I have no option but to escalate this matter to solicit the service that I am entitled too.</p> <p> </p>