WJ
Warren J
1 reviews | Active since Jan 2018
14 Aug 2020, 13:03
Standard Bank Insurance - Ombudsman case
Should you ever find the need to create difficulty in your life, choose to insure with Standard Bank insurance. My claim was lodged for water damage in my property where the house flooded from the street in the front door. My claim was submitted in March 2019 and repudiated due to existing damage in a different section of the house which is at a lower level. I persisted and eventually escalated to the Ombudsman in 2020 which was finalized in my favor on 1 July 2020 some 420 days later, I m now writing this review 44 days later enquiring my settlement offer, with zero feedback or communication from the insurer. This is now my last hope to ignite a response and finally settle my matter and have the necessary repairs done some 524+ days later - My recommendation - Do not use this service provider - Ever
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Replies (1)WJ
14 Aug 2020, 14:46
Thank you for posting and allowing us an opportunity to investigate your complaint.
This matter will be assigned to a resolution specialist who will contact you and investigate the basis of your complaint in order to reach resolution.
Kind regards
Complaint Resolution Centre
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So that is the reply you receive relating to your review from Standard Bank Insurance, the only positive is that I received some correspondence from my claims handler. On that note, today is the 28th of August some two weeks later....
Here is the update on my claim:
1. Standard Bank Insurance responded with a claim that I refused entry to my property for their agent to asses and quote on the damage - the claim from Thembridge according to Standard bank was that I did not answer their calls, to which my comment was that we have many forms of communication such as sms, Whatsapp & email. The tragedy is that I had actually met with the agent on 14 July.
2. I then had a further request from Standard Bank Insurance to have the very same agent from Thembridge (Funny enough, he asked me why he had to come back to do the same evaluation again) visit my property again on 18 August - 6 weeks later to do the very same evaluation again, just extending the delay in concluding my matter.
3. I then sent a follow up mail again on 24 August, as I do not get an update from the claims consultant on the progress being made on my matter.
Today I write this review, and another follow up request to the insurer to enquire the status of my matter.
If i could pin this on poor service, that would be an easy out for the insurer, but the matter is far more concerning as I do not feel there is a sense of urgency to resolve my matter considering the amount of effort that has gone into getting a resolution through the Ombudsman.
I do sincerley hope that no other insured has to endure the same pain as I have to. Make the correct choice of insurer before you agree.
Warren J's updateReviewer Update
28 Aug 2020, 12:45Standard Bank Insurance's reply:
14 Aug 2020, 14:46
Thank you for posting and allowing us an opportunity to investigate your complaint.
This matter will be assigned to a resolution specialist who will contact you and investigate the basis of your complaint in order to reach resolution.
Kind regards
Complaint Resolution Centre
***
***
So that is the reply you receive relating to your review from Standard Bank Insurance, the only positive is that I received some correspondence from my claims handler. On that note, today is the 28th of August some two weeks later....
Here is the update on my claim:
1. Standard Bank Insurance responded with a claim that I refused entry to my property for their agent to asses and quote on the damage - the claim from Thembridge according to Standard bank was that I did not answer their calls, to which my comment was that we have many forms of communication such as sms, Whatsapp & email. The tragedy is that I had actually met with the agent on 14 July.
2. I then had a further request from Standard Bank Insurance to have the very same agent from Thembridge (Funny enough, he asked me why he had to come back to do the same evaluation again) visit my property again on 18 August - 6 weeks later to do the very same evaluation again, just extending the delay in concluding my matter.
3. I then sent a follow up mail again on 24 August, as I do not get an update from the claims consultant on the progress being made on my matter.
Today I write this review, and another follow up request to the insurer to enquire the status of my matter.
If i could pin this on poor service, that would be an easy out for the insurer, but the matter is far more concerning as I do not feel there is a sense of urgency to resolve my matter considering the amount of effort that has gone into getting a resolution through the Ombudsman.
I do sincerley hope that no other insured has to endure the same pain as I have to. Make the correct choice of insurer before you agree.
WJ
Warren J's update28 Aug 2020, 12:45
Reviewer Update
Standard Bank Insurance's reply:
14 Aug 2020, 14:46
Thank you for posting and allowing us an opportunity to investigate your complaint.
This matter will be assigned to a resolution specialist who will contact you and investigate the basis of your complaint in order to reach resolution.
Kind regards
Complaint Resolution Centre
***
***
So that is the reply you receive relating to your review from Standard Bank Insurance, the only positive is that I received some correspondence from my claims handler. On that note, today is the 28th of August some two weeks later....
Here is the update on my claim:
1. Standard Bank Insurance responded with a claim that I refused entry to my property for their agent to asses and quote on the damage - the claim from Thembridge according to Standard bank was that I did not answer their calls, to which my comment was that we have many forms of communication such as sms, Whatsapp & email. The tragedy is that I had actually met with the agent on 14 July.
2. I then had a further request from Standard Bank Insurance to have the very same agent from Thembridge (Funny enough, he asked me why he had to come back to do the same evaluation again) visit my property again on 18 August - 6 weeks later to do the very same evaluation again, just extending the delay in concluding my matter.
3. I then sent a follow up mail again on 24 August, as I do not get an update from the claims consultant on the progress being made on my matter.
Today I write this review, and another follow up request to the insurer to enquire the status of my matter.
If i could pin this on poor service, that would be an easy out for the insurer, but the matter is far more concerning as I do not feel there is a sense of urgency to resolve my matter considering the amount of effort that has gone into getting a resolution through the Ombudsman.
I do sincerley hope that no other insured has to endure the same pain as I have to. Make the correct choice of insurer before you agree.