Standard Bank car insurance shockingly bad service

<p>I am beyond appauled at the service I received from standard bank insurance brokers. I regret switching to them with everything inch of me as I was with discovery insure before and they always delivered on service. I insured both my cars with standard bank insurance as I went on hippo and they offered the best price - little did I know why - their service is horrific!!! I made a claim more than 2 months ago as my car caught fire and was damaged as a result. I have to constantly phone them for feedback on the progress - they don't contact me at all. Each time i phone them I stay on hold for an average of 20mins no matter what time I phone they are always experiencing a hight volume of calls. but that's not enough - when I finally get through to an agent the agent informs me they don't have an answer for me as they can't make out the notes. the other agent on a different day tells me he is not allowed to discuss it with me and will get someone to get in touch with me - and yes, no one ever did. I keep having to phone them myself. today I finally demanded to be told what is happening with my car - after putting me on hold a couple of times the lady I spoke to told me my claim is denied because they 'think' the fire was caused by a mechanical fault. I demanded to speak to her superior as I was now livid at this point - she puts me on hold then after a few minutes informs me that her supervisor is not available to speak to me! I have had no choice but to take the matter to the insurance ombudsman. I have never experienced such a deep measure of bad service in my life!! it's repulsive. to top it off I asked the lady to email me a copy of my policy document with them as they never attached initially - she assures me she will - but once again doesn't deliver on her word! such a big brand knows nothing about customer service! </p>