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DD
Dedrie D

1 reviews | Active since Feb 2021

28 Sept 2023, 10:12

Standard bank insurance needs to wake up!

I logged a claim on Tuesday 26 of September regarding damage we had due to the bad rain storm over the weekend. It was quick and easy to load the claim. Were the lack of service comes is assigning contractors to come look at the damage. The more i explain there will only be people in the house till today after that it will take me 3 hours to get there to open for the contractors to see what the damage is, the less they care. They keep assigning contractors that is 200km away from where the house is. No there is a second whole in the ceiling and more water damage because they take their time. They promise they will call back. I have to call them every second. And each time you call you get a different story from the call center person regarding the process. The person who assisted me with the claim the first time don't even call back no matter how many messages you leave. Im so sick and tired of the lack of service but dont you dare skip a payment. They want your money but dont care about assisting you.

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Replies (3)
DD
Dedrie D's update17 Oct 2023, 09:11
Reviewer Update
After my complaint on this site Charmaine Maabane called me and said she will personally handle my account. Told me what i need to do. I got all the documents she requested. I called and mailed her how many times but she just dont get back to me. There is NO COMMUNICATION from Standerbank. I need to call in 3 to 4 times a day to get updates. By next week Monday it will be a month since i open the claim. Its so disrespectful of Standard bank towards me the client that you dont bother to call, sms or even email me with what is happening. In the meantime it keeps on raining here and the damage is just getting more and more. By the time the claim gets approved the damage will be more that what was originally quoted to do the repairs. Who will be paying for that. I really dont know how you do business like this. Not even the team leaders call back after they promise they will call me.

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Maabane, Charmaine C <***> | Thu, Oct 5, 2:53 PM (12 days ago) | |
to me, SIL









Good day
As we have discussed please send photos , quotes and report to me to assist with finalizing your claim.
Regards,
| Charmaine Maabane

SIL HOC Claims Consultant
Tel +27 (***/ *** Escalation: Team Leader precious.chelechele*** Standard Bank / South Africa / A member of Standard Bank Group

Standard Bank / South Africa / A member of Standard Bank Group


| | | | | | | | | | | | |
Standard Bank email disclaimer and confidentiality note Please go to www.standardbank.co.za/site/homepage/emaildisclaimer.html to read our email disclaimer and confidentiality note. Kindly email *** (no content or subject line necessary) if you cannot view that page and we will email our email disclaimer and confidentiality note to you.






Dedrie van Dyk <***> | Tue, Oct 10, 11:30 AM (7 days ago) | |
to Charmaine, SIL






Good day. Hope you are well. Im just waiting on one more quote. Should have it by today for you. Kind regards

--
Groete
Dedrie van Dyk


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Dedrie van Dyk <***> | Wed, Oct 11, 1:08 PM (6 days ago) | |
to Charmaine, SIL






Good day. Hope you are well. Please see attached the two quotes as requested as well as picturesPlease let me know if you receive the mail. Also how long will this take. There was more rain over the weekend and everything is wet inside again.

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Dedrie van Dyk <***> | Thu, Oct 12, 10:22 AM (5 days ago) | |
to Charmaine, SIL






Good day Charmaine. Please can you call me urgently. Attached is the report as requested. I have called yesterday as well to speak to you but they wont transfer me to you. Im waiting for your call

One attachment • Scanned by Gmail






Dedrie van Dyk <***> | Fri, Oct 13, 8:46 AM (4 days ago) | |
to Charmaine, SIL






I want to speak to your manager. How do you do business? You have NO RESPECT for me as a client buy not communicating or calling me when I ask you. You made all these lovely promises that you will personally assist me and sort everything out. Now it takes 3 calls a day, how many emails and still nothing. With each day and week there is more rain damage happening. By the time we get approval and the money the damages will be more than what was quoted. WHo will be responsible for that!!!!Your service is utterly pathetic!!!!!




Dedrie van Dyk <***> | Fri, Oct 13, 9:18 AM (4 days ago) | |
to Charmaine, SIL






Call ME!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!


DD
Dedrie D's update17 Oct 2023, 09:31
Reviewer Update
i dont see your response

Standard Bank Insurance
Standard Bank Insurance's reply17 Oct 2023, 09:46
Official
 
Dear Valued Client  

We apologise for any frustration and inconvenience caused. This matter has now been escalated to a senior in the department, who will be contacting you shortly to attend to your concerns. 

Kind regards 

Insurance Complaints Department