Standard Bank and their non understanding on customer service

Lost and just feeling helpless. I have now spent so much money on laundry and way too much energy and time on people who just do not seem to care

From: ZA Insurance Executive Sent: Wednesday, 13 July 2022 11:44 To: *** Cc: ***; ***; *** Subject: RE: FW: Hellopeter: PTM LE ROUX HLB******

Good day

We acknowledge receipt of your e-mail.

The matter has been escalated to our claims team and I have included your claim in copy on this e-mail for you.

Kind Regards

Terral Kisten

Consumer and High Net Worth / Insurance Complaints / Social Media and Executive Complaint Specialist Customer Resolution Centre Tel +27 (0)10 *** / www.standardbank.com

For escalations, please contact: Senior Manager / Railene Govender ***

Standard Bank / South Africa / A member of Standard Bank Group

--------------- Original Message --------------- From: Tracey Le Roux [***] Sent: 2022/07/13, 10:35 To: ***; *** Cc: *** Subject: FW: Hellopeter: PTM LE ROUX HLB****** Good Morning Yet another follow up and I am simply at a lost for words at the lack of communication/service delivery from Standard Bank What other method can I use to get any/some form of update from you? Kind Regards Tracey le Roux (Ms) *** From: Tracey Le Roux Sent: Monday, 11 July 2022 15:35 To: ZA Insurance Executive; *** Subject: FW: Hellopeter: PTM LE ROUX HLB****** Good day I would like someone to give me an update on my claims. I have sent another email 3 days ago and have neither received acknowledgment or response. What more must I do Kind Regards Tracey le Roux (Ms) *** From: ZA Insurance Executive Sent: Tuesday, 28 June 2022 18:20 To: *** Subject: RE: Hellopeter: PTM LE ROUX HLB****** Good day

I hope this mail finds you well.

At the outset, we sincerely apologize for the lack of service and inconvenience you have experienced during the handling of your policy. 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.

Kindly note that an instruction was sent to our Claims team to be in contact with you to register the claim for the recent damage.

Our records confirm that the claim for the was successfully registered and the claim handler, will keep you updated as per the further proceedings of the claim.

The matter will therefore be closed on our side.

Should you need any further assistance regarding this matter or if we may have omitted to address anything, please feel free to contact myself directly.

Kind Regards

Terral Kisten

Consumer and High Net Worth / Insurance Complaints / Social Media and Executive Complaint Specialist Customer Resolution Centre Tel +27 (0)10 *** / www.standardbank.com

For escalations, please contact: Senior Manager / Railene Govender ***

Standard Bank / South Africa / A member of Standard Bank Group

--------------- Original Message --------------- From: ZA Insurance Executive [***] Sent: 2022/06/27, 10:52 To: *** Subject: Hellopeter: PTM LE ROUX HLB******

Good day

This email serves to acknowledge receipt of your complaint and thank you for bringing it to our attention.

We apologise for the drop-in service levels you experienced. Please note that we will investigate and review the matter in order to resolve it as quickly as possible.

The matter has been escalated to our claims team to urgently contact you and assist with your claim registration request.

Our normal turnaround time is 8 working days for resolution.

We wish to thank you for your continued patience as well as for affording us the opportunity to review the matter.

Kind Regards

Terral Kisten

Consumer and High Net Worth / Insurance Complaints / Social Media and Executive Complaint Specialist Customer Resolution Centre Tel +27 (0)10 *** / www.standardbank.com

For escalations, please contact: Senior Manager / Railene Govender ***