Standard Bank Insurance

Standard Bank Insurance. Policy No.HL****473951 - Claim No.23/***9804. C.D.Parsons. On 5th January 2023 there was an extremely heavy storm in the Boksburg area with massive winds and rain, causing flooding, trees being uprooted, and damage to property, with walls being knocked over or portions swept away. Because of this, there were fascia boards blown down from the roof, and water damage to a ceiling in our house. I submitted a claim to Standard bank Insurance in January and an assessor was sent to view the damage. He did not climb onto the roof, in spite of our offer of a ladder, and merely took some photos from the driveway. The Bank then rejected the claim, giving the reasons that the flashing around the chimney had not been properly installed and that the roof had been poorly maintained. I informed the Bank that we were not happy, because the assessor neither inspected the chimney nor the roof, and that the flashing of the chimney could actually not be seen from the driveway. They then sent a roof expert to my property for a second opinion. This man climbed onto the roof and inspected everything thoroughly, he also looked at the damage inside the house. He then submitted a report to the Bank stating that the flashing on the chimney had been correctly installed and that the fascia boards had been blown off by the strong winds. They also stated that, in their opinion, we had a legitimate storm damage claim. I did not hear from the Bank after this, so I sent an email to enquire about repairs, and then 2 further emails to the Insurance Complaints Specialist and the person in charge of escalations. After a while I sent a further email to the same addresses, but have still never received any replies. A little while ago telephoned the Bank and spoke to an agent who had me on hold while he investigated. He came back and told me that he had spoken to the escalation department and that they would contact me shortly. I have still not been contacted, and it is now nearing the end of April. The roof specialist has telephoned me three times as they have also not had a go ahead from the Bank. What started out as a routine repair has turned into an irritation stretching over many weeks. I am hoping that as a result of this correspondence someone will, at last, be able to give me an answer.