Standard bank insurance

I am writing to respectfully request your urgent assistance regarding a home insurance claim dispute with Standard Bank Insurance.

On 12 January 2026, while I was at the shops with my children, the ceiling of my home suddenly collapsed. We only discovered the damage when we returned home. This has been extremely traumatic for me and my children, as we no longer feel safe in our own house.

I immediately submitted a home insurance claim. My claim was later rejected. The reason provided was that the ceiling boards were installed using nails (izikhonkwane) instead of *****s. I requested a copy of the assessor’s report to better understand this decision, but to this day, it has not been provided to me.

I then lodged a formal complaint with Standard Bank Insurance. On 22 January 2026, they acknowledged receipt of my complaint in writing and stated that they would respond within 8 working days. More than 12 working days passed without any response. I sent follow-up emails and made several phone calls. Each time, I was told that a message would be sent to the relevant department, but I have still not received any feedback.

What concerns me deeply is this: before approving my bond and insurance, the bank was supposed to assess the property. If the use of nails instead of *****s makes the house unsafe, why was this not identified during their assessment? Why was I allowed to move into and insure a house that they now claim was improperly constructed? My children and I have been living in what they now suggest is an unsafe home.

I feel ignored, frustrated, and helpless. I have tried repeatedly to resolve this matter directly with the insurer, but my emails and calls have gone unanswered. I respectfully request that the National Financial Ombud Scheme assist me in reviewing this matter, ensuring that the rejection of my claim was fair, and helping me obtain the assessment report and proper resolution.

This situation has caused my family emotional distress and financial strain. I simply want fairness and transparency.