STANDARD BANK INSURANCE – DISGRACEFUL, NEGLIGENT AND ZERO ACCOUNTABILITY

I am warning the public about the shocking service and outright negligence I experienced with Standard Bank Insurance Limited under claim HLB/2025/424520. Their conduct has been unprofessional, dishonest and completely unacceptable.

I reported a sudden underground water leak at my property in Roodepark Eco Estate on 02 September 2025. Standard Bank appointed a plumber from their panel who failed to detect the leak, despite using gas detection equipment. Water continued to leak for five full days, resulting in a massive water bill and extensive damage. Only after I complained again did they appoint a second plumber, who found and fixed the problem on the same day – using the same method and the same equipment. This means the first plumber was *********** and Standard Bank caused the extended loss through their own delay.

Instead of taking responsibility, Standard Bank Insurance:

Ignored evidence and tried to blame me for their contractor’s failure

**** by claiming the damage happened “before the claim was registered” – yet I have proof it was logged on 02 September 2025

Delayed feedback for over 6 weeks, with excuses like “Procurement is reviewing”

Wasted my time with empty promises of escalation

Finally rejected any compensation today and refused to pay even one cent towards the massive water bill that THEIR delay caused

This is not insurance; this is abuse of customers and a contract breach. They take your money every month, but when you have a real emergency, they run, delay, deflect and deny. Their behaviour violates Treating Customers Fairly (TCF) principles and consumer protection laws. Their consultants send copy paste responses and do nothing to resolve real issues.

I am now escalating this to the National Financial Ombud Scheme (NFO) and urging anyone reading this: BE CAREFUL before insuring with Standard Bank Insurance. They do not protect their clients; they hide behind policy wording and loopholes and do not accept responsibility for their own failures.

If you have also been mistreated by Standard Bank Insurance, speak out, don’t stay silent. They must be held accountable.