STANDARD BANK INNOVATION GROUP INSURANCE CLIENT LEFT BROKE AND UNSATISFIED

I am an african female by the name of Hellen Moruwane with claim number 869921 and cell phone number ***,banking with Standard Bank for more than 20 years. I bought a second hand vehicle on the 14th August 2023. When i bought this vehicle is was in a good condition no damages and was 100% drivable. Then i insured my vehicle with Budget Insurance and Innovation Group Insurance for mechanical. Budget Insurance requested me to make vehicle inspection which i did so before covering my vehicle or deducting money from my account for my vehicle insurance. Then Innovation Group under Standard Bank Insurance never requested me to bring my vehicle for inspection. Standard Bank finalized my application and started deducting money that we agrred with to cover my vehicle for mechanical issues. I was paying my insurances. Standard Bank Insurance was deducting money from my bank account every month with no problems. Then on the 15th October 2024 i was reversing my vehicle out of my yard my neighbour was sitting down my gate entrance outside. While reversing my neighbour alerted me that there is water coming underneath my vehicle and immediately i stopped and went out to check what was happening and noticed that there is water coming underneath and i didnt know where the water is coming from. I drove back and parked my vehicle as my husband was not around he traveled. On the 18th October 2024 i drove my vehicle to Roodepoort after I've goggled the place that deals with Jeeps on weekend and i wanted the dear shop by the name of Linda's Service Center to check for me where the water is coming from underneath the vehicle and i told the lady there that i have mechanical insurance. Then i was told that the leakaged is from the radiator and i can not drive it. I towed back the vehicle home as my husband was not around as i didn't want to make a decisions alone. My husband came back on the 20th October 2024 late in the afternoon and i explained to my husband what happened with the vehicle and where did i take it for further investigations. Then on the 21st Octeber 2024 we towed the vehicle to Linda's Service Center at Roodepoort for full inspection and quoting as i have mechanical insurance. The vehicle was booked in to the dear on the 21st then we went back home. Upon inspection from the dear they noted that an oil leak underneath and was from the oil cooler and i was not aware off as well. Then the starting of quoting and claiming to my exixting Innovation Insurance under Standard Nank. I've received DISCLAIMER FORMS via my email address on the 23rd October 2024 from Innovation to complete. I then completed the forms and emailed them back to Innovation the very same day. That was the last day i communicated with my Innovation Insurer and never reveived any feedback or messages from them. The photos of my vehicle were taken by the dealer service book for my vehicle. My insurer was communicating with the dealer and left me clueless. This is what the lady from the dealer was dealing with after submitting my claim her initial challenge started with having to deal with different consultant throughout all calls in submissions and queries. To my understanding when a claim is lodged from claim department my claim file has to be allocated to a certain individual (consultant) whom will know the story after narrating to that individual (consultant). The lady from the dealer had to narrate our claim from scratch even though we had a claim number. All consultants literary had to be told the same story and had different requests and advise. Even though some would say that the information/documents were sufficient-upon her (dealer) next call she would receive request for additional information/documents. She (dealer) also had an unfortunate encounter with another consultant who advise that the previous consultant had said that she were only awaiting for approval - the consultant was not convinced that the OIL COOLER required replacement and they neededadditional images (which she send through) consultant advised that it's only a portion of the part that required replacement and not the entire unit. The lady (dealer) tried explaining to the consultant that it does not come in different parts but as a whole unit/singular unit. Consultant argued that since he has owned a workshop, he as ex-mechanic and owned a workshop prior to current employment he never had to replace the full component but parts of it on which did not make sense to the lady (dealer) as the unit is a solid whole part. The lady (dealer) however did find consultant way of communication to be rude and lacked technical knowledge although the consultant had said that he (consultant) previously owned a workshop. Then after a lengthy "back-and-forth" consultant said that he would allocate an assessor to further inspect/confirm the dealers findings. An assessor was successfully sent through to the dealer and when the assessoe and the lady(dealer) chatted post his inspection - assessor advised that he did indeed note all said per the claim including the leak from the oil cooler. On a separate call (for follow up), the lady (dealer) was also advised by a different consultant that the RADIATOR WILL NOT BE COVERD as they also need (via inspector's inspection) that it was fiddled with before the car was insured meaning is not covered. The lady(dealer) argued that the client had purchased the vehicle as is and client had not owned it for longer than a year and had not had any RADIATOR ISSUES PRIOR to her (clien) visit with the dealer upon noticing the water leak. Another request / query from another consultant was that the quoted radiator might not have been damaged due to pressure, but could have resulted from another reason. The very consultant asked that the lady(dealer) forward additional images to clear that the vehicle was not in an accident(which were forwarded to him). Then on the 15th November 2024 i the owner of the vehicled decided to call my insurer to make follow-up and before narrating my story to a consultant by the name of GODFREY. I've requested to ask GODFREY a question and he agreed. Then i said to GODFREY WHAT IS THE PROCEDURE AFTER THE CLAIM DEPARTMENT RECEIVED A CLAIM FROM THE CLIENT. AREN'T MY CLAIM BE ALLOCATED TO A CERTAIN CONSULTANT OR ONE INDIVIDUAL FROM THEIR DEPARTMENT. THEN GIDFREY SAID TO ME A CLIENT I MUST TELL HIM THE WHOLE STORY FIRST AS HE WILL ANSWER ME AFTER I'VE NARRATED MY STORY TO HIM. I FIRTHER SAID TO GODFREY THIS IS WHAT I FRUSTRATE ME OF NARRATING MY STORY OVER AND OVER TO DIFFERENT CONSULTANT THAT IS WHY I WAS ASKING HIM THE QUESTION THAT HE GODFREY DIDN'T WANT TO ANSWER. AFTER NARRATING MY STORY TO GODFREY HE SAID TO ME ALL OF US AT THE DEPARTMENT WE ARE DEALING WITH CLAIMS. HE FURTHER SAID WHO EVER CONSULTANT ANSWERS THE CALL MUST DEAL WITHTHAT CALL. I WAS SO FRUSTRATED AND I TOLD GODFREY THAT THERE IS NO PROFESSIONALISM IN THEIR OFFICE AS THE CLIENT HAS TO DEAL WITH ALL CONSULTANT IN THEIR DEPARTMENT. THEN GODFREY DROPPED THE CALL five minutes I've received a DECLINED LETTER FROM GDOFREY'S EMAIL. I was shocked and said to myself Godfrey have a nave of declining my claim after awating so long. If it wasn't me making follow up what was really going to happen. All of that DAD EXPERIENCE EACH AND EVERY CONSULTANT HAS A SAY AT STANDARD BANK CLAIM DEPARTMENT SERIOUSLY. Then on the 19 December 2024 I've decided to go and cancel my Standard Bank Investment that was supposed to mature on the 3,4th December 2024 i disturbed the whole investment and the interest on it so that i can pay my vehicle to be fixed. I didnt tell the dealer that my claim was declined as Godfery said to that they are awaiting for the form that has been send to Phumi to send it back to Standard Bank Innovation Group. During the process of fixing my vehicle the lady(dealer) decided to followup the claim although all seemed to be sufficient when the assessor came through, the claim was declined to my surprised as the assessor has noted the damages to the oil cooler as well. In the dealers (lady) experience, the lady(dealer) have had numerous claims with innovations that were extremely hassled-free and i could followup with case and i had been allocated a consistent consultant that had all calls and actions including correspondence recorded on the system/notes and this was a first time for me (lady) to struggle in this instance. My (lady from the dealer) finalfollowup concluded in me being advised that the claim had being denied and will not be accepted due to the RADIATOR issue of it being patched and that not succeeding the othe part claimed (oil cooler). I (lady) can almost understant the RADIATOR being declined, howeverit makes no sense why the oil cooler was also declined approval. This is by far my (dealer) worst experience with innovation as a workshop trying to make my client undrrstand through all of her (well understood) frustration. Used vehicles covered with insurance are purchased as is (foots toot). If an insurer will declined a vehicle cover upon claim post all premiums being up to dare - might be advisable for them to do a check prior to admitting cover with client and accepting premiums. Clients rest assured and pay full premiums assuming that they are fully coverd and safe. However when an issue arises - the vehicles past faults are brought up on unforeseen damages prior to purchase and cover. No report was sent in order for the dealer to dispute or query some findings on my side - this was best if allowed in order for us to have a transparent relationship and us being to make clients understand why their claim was declined.

I as a lawful owner of the vehicle has to proof myself to the insurer that I've took my vehicle fir service and requested to send proof of payment that state that my vehicle was trully serviced. WHO DOES THAT IN THIS DEMICRATIC COUNTRY. NOW I REALLY UNDERSTANDS THAT INSURANCES ARE ONLY MADE FIR WHITES. IF YOU ARE A BLACK PERSON YOU HAVE TO GO THROUGH TRAUMA BEFORE YOUR VEHICLE CLAIM BE PAID. THIS IS ALL ******/RACIAL ************** AS I AM A BLACK AFRICAN FEMALE WHO IS PAYING HER INSURANCE FOR NOTHING. I HAD ONE YEAR THREE MONTHS OWNING AND DRIVING THE VEHICLE. HOW MUST I SUPPOSED TO KNOW ABOUT THE PATCHES THAT WAS ON THE RADIATOR. ON THE STANDARD BANK POLICY DOCUMENTS THERE IS NO WHERE THEY MENTIONED THAT A SECOND HAND VEHICLE HAS CONDITIONS WHEN COMING TO REPAIRING IT OR REPAIRS CERTAIN PARTS. I ADVISE ALL SECOND HAND VEHICLES OWNERS PLEASE DONT INSURE YOUR VEHICLE WITH STANDARD BANK WHEATHER MECHANICAL OR WHAT INSURANCE. STANDARD BANK IS A NO NO FOR INSURING BLACK AFRICAN PEOPLE. THEY KNOWS ALL SURNAMES THAT BELONGS TO BLACK AFRICAN PEOPLE AND ALWAYS WE EXPERIENCE PROBLEM WHEN COMING TO OUR CLAIMS TO BE PAID BUT WHITES STANDARD BANK CONSULTANT THEY DINT ASK ALL WUESTIONS THAT THEY ARE ASKING BLACK PEOPLE. PLEASE DONT INSURE YOUR VEHICLES WITH STANDARD BANK I BEG PLSSSSS MY FELLOW BROTHERS AND SISTERS