Standard bank insurance incompetence

Never ever get products through Standard Bank Insurance. Their uselessness is remarkable.

My mother’s property bought through standard bank in Breaunanda Krugersdorp, suffered an electrical fire from the Jacuzzi pump on the 12th of September 2021. We were very fortunate that our lives were spared, and the animals were unharmed.

The insurance valuator has inspected the property on the 14th of September 2021 and took note of all damages and problems that will need to be attended too. I further advised the assessor, whose name I know but will not provide due to the POPI Act, that we could not turn on the power for the main house as the plugs, certain lights and switches caused the electricity to trip the power in the DV Board in the main house. Thus, I advised him that the front gate is now manually operated, and the alarm is not functional. I had followed up that evening to request of the list of damages that will be covered by the insurance. The Assessor had confirmed that the insurance would cover all damages agreed upon when the inspection was done. We did inform the assessor that we do not stay in the main house and only in the cottage on the property due to the house being sold due to personal reasons.

On the 18th of September 2021, I sent another message to the assessor to follow up on how far the process for the repairs are as I informed him, I would be moving out on the 01st of October 2021. I never received a response. The assessor had the jacuzzi specialist as well as the building repair gentleman come out on the 18th of September 2021 to inspect the damages. They both had a look at the damages and took photos and notes. NO REPAIRS WERE DONE AT THIS TIME.

I further followed up on the 21st of September 2021 again with the assessor to find out how far the repairs are and received feedback that the quotes would take 48 hours to obtain. However, this was already the 3rd day after the builder and jacuzzi specialist viewed the damages. I asked the assessor why they have not responded as it was over 48 hours already. He responded to say that they are compiling their quotes. I reminded the assessor again that the alarm is not working as the power keeps tripping the DV Board in the main house. As a result, I also do not have power to my gate motor. Making it a SERIOUS safety concern.

On the 26th of September 2021, my partner and I left the property in Breaunanda Krugersdorp around 10am – 11:30am. Upon our arrival home at around 15:00, I stopped in the driveway to find the main gate completely open and 2 of dogs outside of the premises. Luckily, none of the animals were harmed. I stopped my vehicle and got out with my partner and ran to the cottage where we stay. Upon entry, we saw that some of our belongings were ****** along with my partners wallet, our TV and more. We then ran to the main house and saw that there was also damage done to the main entrance of the main house.

I then called my mother who owns the home and advised her of the situation. We immediately called the security company who then called the SAPS. Our Security arrived within 30 mins of reporting the incident and the policed followed after another 30 minutes. The response officer from our Security company came to view the property and damages done to it.

I explained to the Police officers, what happened, and they went to see the damages done to the property. They then started to fill out the paperwork and I signed the documents. Once the police finalized their documents, they advised that I receive an SMS with a Case Number on the 27th of November 2021 at 13:48, Case Number: 501/9/2021. Furthermore, my mother attempted to get ahold of the Assessor to advise him on what had happened. However, he never answered the phone calls.

Once everyone had left the property and we wanted to go into the cottage and lock up, we found out that the lock of the metal security gate had been damaged so bad that we could not lock the metal door. We then only had a lockable glass door as security.

I requested that a Security Vehicle be stationed at our property during the day as my partner and I are both at work. We received confirmation that this was done.

I then sent the assessor a message the morning of the 27th of September 2021 to ask that he please contact me urgently so I may advise on the situation. I have had no response yet.

I provided Standard Bank with my complaint and claim on the 28th of September 2021. After Standard Bank was notified about the break in and further damages, Standard bank then only started to have contractors come to the property and being the repairs. On the email I sent to Standard Bank of the 28th of September 2021(two days after the break in) I explained to them that I am holing Standard Bank liable for the contents ****** and damages done to the property. My argument is that for the two weeks prior to the break in, Standard Bank did not make one single attempt to repair anything that was damaged by the fire. The property had security measures in place for an incident like this such as a motorized gate and alarm system with beams linked to our security company. DUE TO THE FIRE, THESE WERE NOT FUNSTIONAL. 6 weeks have passed since reporting my claim to Standard Bank and I have had numerous case managers who have called me stating that they are not content insurance departments. I am aware as we did not have content insurance. HOWEVER, once I had explained the fact that we had waited 2 weeks for standard bank and nothing was done as they left our property vulnerable, they advised that they weren’t aware of the scenario. I sent a 3-page document like this explaining the scenario that clearly no body bothered to read. After these 6 weeks, I received a phone call this morning from a consultant to say that my claim is not valid and Standard Bank will not be held liable for any contents that were ******. I was very upset as they had fixed the damages done to the property from the break in which shows they acknowledge the breaking. I advised the consultant that I was not happy with the outcome and requested to speak to a superior. This was at 08:50 on the 11/11/2021. I was told that the supervisors are only available from 09:00. I advised that she please call me back at 09:00 and put me through to the supervisor. Currently, it is now 11:21 on the 11/11/2021 and I have still had no call back.

Therefore, it is our argument that if the damages were seen to, the gate would have been functional and the alarm on the property would be functional which could have prevented the break in from happening and our belongings taken, and damages made, which proves negligence from Standard Bank.

I would urgently like a superior or manager from Standard Bank to contact me urgently regarding this as I will now go to the short-term Ombudsman.

Please contact me as listed below for any further enquires and information.

Agatha Bouwer ***