Standard Bank Home Insurance not paying out

Good day,

Our geyser burst 23/10/2024 I, Zelna Erasmus I phoned Standard bank insurance claims, same day @ 10.41 and was assisted and all relevant information was sent to Morne Erasmus Please see attached sms’s received with all relevant parties to come to the house, inspect and repair

The ceiling was repaired. Carpenter and Cupboards, we decided to take a pay out and we would rather do it ourselves. 30/10/2024 I phoned again, the man told me that it will take 48 – 72 hours for payment – Nothing happened I phoned again 06/11/2024 and was told that they will email us an Authorisation letter, to be signed and send back, which we have done. All above calls was made from – you say that the calls are recorded, please listen to these recordings ( I have removed my contact number)

Morne phoned 04/11/2024 to follow up on the pay out and was again told 48 -72 hours He phoned again 13/11/2024 and spoke to Charmaine, please see above email address, she said that she will make sure that payment will be released immediately. He phoned again today 14/11/2024 to follow up and was told to they will get the specific person handling our claim to contact him, nothing He phoned just now 11.00 and spoke to the correct person, now all of a sudden there is a new authorisation letter, with a different amount, that has to be signed and sent back and we have to AGAIN wait another 72 hours for pay out. This all because the amount differs with R18.00

And for this mistake on your side, WE HAVE TO WAIT ANOTHER 72 HOURS

All above calls were made from – please listen carefully to all the calls made from this number, on your recording ( I have removed contact number)

So all in all, this claim was lodged with Standard Back Home insurance 23/10/2024, after countless calls from myself and Morne and ALMOST a month later, we still have to wait for our pay out. Do you think this is fair on your paying customers? I think this is totally unfair and disgusting.

In the meantime as we said in all the telephone conversations, we have no cupboards, our clothes are lying down on a carpet that smells like @$##@

It is a disgrace how Standard bank is handling this claim, and absolutely no communication from your side, unless we phone and beg for any information

I will now post all this on Hello peter and all other sides, to make new customers aware of how these type of claims are being handled

Above was emailed to Standard Back insurance complaint department, waiting for feedback