Standard Bank Insurance - Immoral

Standard Bank Insurance - Immoral

On 30 December 2018, we heard a loud noise in our entertainment area. On inspection, we noticed that the roof was sagging and it looked as if it was going to collapse (The full weight of the roof was resting on our build-in bar). We immediately phoned Standard Bank Insurance for assistance and to lodge a claim. It was a Sunday, so they could not assist and we were advised to phone back on Wednesday 02 January (1st working day), despite our pleading for assistance. We were afraid that the roof would collapse and cause further damage – The Standard Bank Agent, assured us that any further damage would be included in the roof claim (Resulting from the original claim). It must be noted that we were experiencing severe rain storms during this period.

On the 2 January, we called Standard Bank Insurance, lodged a claim and requested that someone assist as soon as possible. A contactor was sent 2 days later, he (Lucas) performed an assessment and took photos. Lucas advised that he would submit the report the same day. Lucas requested that we phone Standard Bank Insurance on the 3rd January to follow-up. We did phone, according to Standard Bank, they did not receive any updates or reports from Lucas. We made over 35 attempts to contact Lucas - call/sms/WhatsApp Lucas ( ********** ) – not a single response from Lucas - A Standard Bank Agent – Extremely poor service. Eventually (After numerous Calls), Standard Bank advised that they would send another assessor to assess the roof damage. On 8 January, he came and assessed the claim. He said that there was major damage “huge piece of work”. He promised to submit his report as soon as possible to Standard Bank for a decision. After another long wait, we were advised, that Standard Bank would send now send a Roof Specialist to assess the claim. The roof specialist (Riaan) arrived last week. Riaan assessed the damage and advised that it would take 2-3 days for a decision from Standard Bank.

I called Standard Bank Insurance this morning (22 January); spoke to a very RUDE Irishka (raised her voice and put the phone down on me – after I waited 19 minutes to speak to a contact center agent). Irishka informed me that Standard Bank rejected our claim. (3.5 weeks after the initial claim was lodged). I enquired on the grounds for the rejection. Irishka cited ‘Poor Workmanship’. I did laugh (sorry). I inquired, how this was possible, since the section of the house in question was built in 1982, we have approved plan for the building – plans that were approved by Engineers and by Consul.

I requested that she provided me with a written decision, as I would be taking this to the Ombudsman. That’s when she got irritated, and reiterated that Standard bank has declined our claim and I could proceed as I saw fit. (Thanks for the permission)

Please Note: ALL of the Standard Bank Assessors (3 of them) that came to assess the damage none asked for our plans, nor did they ask when the house was built or any other information about the home – how do these assessor make informed decisions? Declined based on Poor Workmanship? Is a normal person supposed to know and assess the Roof Trusses? How often? What is Poor Workmanship based on?

By the way, since lodging of the claim on 30 December, we have had additional damage as a result of the roof – Roof leaking - heavy rains, damaged lounge suite (wet), carpets damaged by the rain. The Bar unit is completely damaged by the sagging roof.

How is it that these Insurance companies are happy take our insurance premiums, but when it comes to claims, everything is an issue.

Now some very interesting facts:  When buying a home, the Bank appoints an assessor to perform a Property Valuation, prior to purchase. (We purchased our home in 2001)  The assessor (Appointed by the bank)confirms that the property is sound and value for money (Property Valuation)  Based on this assessment - Property Valuation, the banks approves / declines the bond and thereafter the building insurance is based on the Property Valuation of this assessor (Appointed by the Bank)  A Property Valuation is an “Appraisal based on location, amenities, structural condition and recent sales of similar local properties”. Those are the facts, based on processes followed by the banks on purchasing a property. Standard Bank assessed our property, and approved our bond and collected the Insurance premiums for the past 18 years. Immoral Immoral – Why? I would assume that they knew that Poor Workmanship existed when the Original Property Assessment was done. If your claim of Poor Workmanship is Valid / True, then my claim would be that ‘Due Care” was not taken to protect me as a customer at the inception of this Bond. Your assessor failed to identify the ‘Poor Workmanship “at the time of the original assessment. Had your assessor identified the “Poor Workmanship “, then you (Standard Bank) would have declined our bond. You would have saved all of us from this – That is, if ‘Poor Workmanship” exists on this property. What’s next, - I require assistance to get this resolved (Family, Friends, Friends of Friends, Colleagues) – any advice / wisdom, on how to proceed? I will be sharing this on: - HelloPeter - All Social Media Platforms – hopefully someone is an expert on these matters and can advise on a way forward - Seek assistance from ECSA - Engineering Council of SA - Any builders / engineers out there - Someone needs to explain what is ‘Poor Workmanship” based on? What else am I missing – I have the time and energy to deal with this. All suggestions and assistance welcome. Let’s do this.