Standard Bank Insurance HORRIFIC SERVICE AND STANDARDS!

A comprehensive car insurance experience:

I (a lifelong Standard Bank customer with multiple accounts and services) was involved in accident with my vehicle last year where a 3rd party drove into the back of my stationary Ford Ranger and pushed me into the vehicle in front of me. All three parties went to the police station to report the incident so that there are no discrepancies. I informed Standard bank insurance the same day and sent pictures of the initial visible damage which was not as severe and the bakkie was still driving. Someone who works with Rangers said I should request that they check the propshaft and gearbox as part of assessment as that is a common area of issues when there is considerable impact. I informed Standard Bank Insurance that I want this prioritised for assessment as part of the claim. A few days later the bakkie started having intermittent shifting issues (Murphy's law) as I was still waiting for insurance arrangements to be made to book in the vehicle. When they contacted me again I informed them that the gearbox is now having intermittent issues shifting which never happened before the accident.

Eventually the vehicle was booked into the auto-body shop for further assessments and the Standard Bank consultant assured me that the workshop can then send it to a dealership for the assessment of the gearbox and propshaft which requested be done first as a priority. They then informed me that they will handle the panel beating first and then send it for the undercarriage assessment. I was receiving regular updates about the auto body repairs from the shop and when they were almost done and asked again about the undercarriage assessment which Standard Bank had committed to and was then informed that the assessor denied the assessment which is also why there has been a delay. I followed up on this with Standard Bank and queried how an assessment can be denied when it relates to an incident. They contacted the assessors and found out that the person who was the original assessor no longer worked for the company. A second assessor was only assigned to my claim after the bakkie has been booked in for almost a month...

The bakkie was sent for an assessment at a service provider and then I was informed that the gearbox is damaged and the repair/replacement was authorised by this assessor. I received an ETA of 2 to 3 weeks later for the replacement parts. I followed up on the two weeks mark to confirm that everything is still on track and was informed that the parts will now only be available two months later than originally estimated. I, therefore, requested a courtesy car seeing as all the delays were caused by the service providers and my car rental expired. Then a new assessor from the same company contacted me to inform me that the previous assessor apparently made an error and did not follow their process properly! And also that now it has been determined to be wear and tear AND YET THE VEHICLE HAD NO GEARBOX ISSUES OR SYMPTOMS THEREOF BEFORE THE ACCIDENT! Note that during all this, I was the one following up on the claim as no one from Standard Bank contacted me to provide progress updates; I would call the call centre and would then be referred to the 3rd party directly or the 3rd parties would contact me directly causing a lot of misalignment in communication with my insurance provider as they did not provide this part of the service (3rd party management) to me. After several calls to Standard Bank call centre and not finding a way forward, I escalated the claim to management. Claim management contacted me and assured that my issues will be resolved.

However, my issues are still ongoing even now, MORE THAN THREE MONTHS LATER! My vehicle came back and went to another service provider (Mayfair Gearbox) for the gearbox issue at the beginning of January 2026. Again, I had to make 99.9% of the follow ups after not receiving any updates for WEEKS on end! The delivery of my vehicle was delayed time again due to payment issues between Standard Bank and the service provider...

I eventually received my vehicle back on the 4th of February 2026 after several escalations during this entire process. Since it came back from this service provider (Mayfair Gearbox), however, the gearbox has been leaking profusely (WHICH IT NEVER DID BEFORE) and CANNOT EVEN DRIVE ANYMORE! I called this in to the call centre on the same day and the Standard Bank consultants said that I am now responsible for this. I escalated this to Standard Bank's Claim management team again the next on the 5th of February via email for assistance as all of the events were coordinated by their team and to this day not a single person has responded! It seems, they are content on leaving their customers in worst situations than that which they found them in.

I have experienced SHOCKING levels of service and negligence during this entire claims process! Based on my experience so far, Standard Bank Insurance does not care about the customers and every slogan is the opposite in practice: "Insurance made easy" - this has been excruciatingly difficult "Insure what matters" - It does not matter to Standard Bank Insurance "Superior Service" - Read my experience again

This experience and review is brought to by a so-called comprehensive and long-time customer of Standard Bank. Negative stars are not available for a true reflection of this rating, unfortunately. Also, let it be noted that this was my first car accident claim from Standard Bank insurance...