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Cameron F

1 reviews | Active since Jul 2020

09 Sept 2024, 10:50

Standard Bank Insurance - Pathetic service to say the least ! ! !

3 Months ago I had a leak in one of my bathrooms. The process just to get someone allocated took approximately 2-3 weeks then. Standard Bank continuously allocated Leak finders/ Plumbers/ Contractors from all over South Africa, other than the area I stayed in.

The same issue reared its head last week Tuesday, but worse. Excessive amounts of water leaking in my sons room and in the same bathroom.

New sequence of events: 1. Claim logged on Tuesday, 3rd Sept 2024 at 09:10am 2. Since I had only heard from the Builder (Who would do the "wet work" after the plumbing) & heard nothing from Standard bank or any of the appointed Leak Detectors, I started contacting them myself, 7 days later on Monday, 09 Sept 2024. This was after many mopped up buckets of water as one could imagine. 2.1 First leak detector allocated from JHB. This contractor notified Standard Bank that they needed to allocate someone from the Eastern Cape. 2.2 I then contacted the 2nd appointed leak detector, who was also from JHB. Not sure if they had notified Standard bank that they were not from Eastern Cape? 3. I then contacted the call centre, and was lucky enough to get hold of the lady I spoke with when I initially logged the fault - Prudence. Explained that this was the second time this was happening to me (Contractors being allocated from elsewhere). I questioned why I as the customer needed to contact them to notify them that the system was allocating contractors from another province. And why they could not check before allocation. She then advised that the SYSTEM ALLOCATES CONTRACTORS AUTOMATICALLY. 4. So I hold while she gets the system to auto allocate another contractor. I then mention to her that the chances of the system allocating another vendor from elsewhere is 100/1 - HIGHLY LIKELY! While holding on the line for her to contact the 3rd appointed vendor, I then demanded to speak to the Manager. She promises to call me bank if we get cut off and I received an SMS while holding with new contractor's details. 5. After holding for 30min, and being pushed to a survey, without speaking to the manager or Prudence again, I finally end the Standard bank call and try getting hold of the newly appointed leak finder. 6. After x2 failed attempts, the 3rd appointed contractor calls back, and AS TRUE AS NUTS!!!! THEY TOO, ARE FROM JHB.

7. I call back the call centre, get through to Siphelo, demand to speak to the Manager. He blatantly refers me to the complaints department, and not to the Manager.

And that ladies and gentlemen is why I am here, on this platform, hoping and praying to get a service that I am paying for.

PS: I am still waiting for Prudence to call me back, or a 4th lottery allocated contractor from somewhere in SA.

I have another property/bond with ABSA and the comparison of service id CHALK and CHEESE!

I will keep this review updated accordingly. Pathetic service to say the least!

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Replies (2)
CF
Cameron F's update11 Sept 2024, 07:30
Reviewer Update
After adding my review to HelloPeter, I eventually received a call from Prudence at 15:00pm on Monday. The call from Prudence only came after a 4th JHB contractor was appointed to my fault/claim. I know this because I received the automatic SMS stipulating that I need to contact a for the appointed Leak detector.

The 4th JHB contractor's leak detection machine was in for maintenance but because the contractor had accepted the claim, a new claim then needed to be registered.

Second registered claim by Prudence 24/071019, then finally appointed the 5th Leak detection Contractor, this time in East London. PROBLEM is this Leak detector didn't come out to fix the problem, but rather merely to assess the issue.

Today marks the 9th day of an excessive water leak in both my son's room and in my bathroom, continuous schlep of regularly mopping multiple times a day, and only an assessment has been done!

Standard Bank employee Terral Kisten "Personal and Private Banking / Insurance Complaints / Social Media and Executive Complaint Specialist" sent me an email yesterday stipulating the following:

We have received feedback noting that claim handler has made contact you to provide feedback regarding the claim. We have included your claim handler: Prudence Vrede, in copy to assist you with the further proceedings of the claim accordingly. We will therefore proceed to close the complaint on our side.

So purely because the Claim handler - Prudence has made contact with me, the claims department find it fit to close my complaint?

A compliant is closed once the complainant's complaint has been resolved, not after the a phone call from the Claim handler.

Continued Pathetic service by Standard Bank Insurance.
CF
Cameron F's update12 Sept 2024, 11:14
Reviewer Update
Lets start off with the response from Standard Bank Insurance received on this HelloPeter thread yesterday:

" 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."

Prudence did contact me yesterday, but she is not a senior in the department. I am still waiting for the Manager to call me. After her call, Prudence promised to call me back at 10am,I am still waiting for her call?

The allocated Plumber (Thankfully the same Plumber that worked on the same issue 2/3 months ago) could not make it to my place yesterday!!!

Last night the excess water was mopped up, as usual but this morning the problem was at its worst, leaking water was all the way into the passage this morning.

I did not hear from the Plumber yesterday, to schedule a time for today! So this morning at 7am I called him, and thankfully he said his guys would be there before 8am. I then quickly had to make a plan to get someone out to my place.

The Plumbers have just finished repairing - only the one pipe with a slight leak. I highly doubt a small trickle like that could have caused the water to leak through the wall, into my son's bed room, bathroom floor and into the passage over night.

I suggested the Plumbing guys on site remove the bath to ensure that there are not any other leaks, but they first need approval or go ahead from Standard Bank Insurance first ? ? ?

Be it as it may, the on site Plumber has turned the water back on, and there seems to be no leak just yet.

Please bear in mind that this issue, and these Plumbers were on site 2/3months ago for the same problem. It seemed dry after a couple weeks and then I had to find an external contractor who did the outside and inside wet work, paint colour matching, skimming, damp sealing, painting and skirting. Because Standard Bank Home Insurance once again initially appointed someone from JHB, and thereafter the EL appointed contactor was not committing to the scheduled dates.

I refuse to have this claim registered as a new claim. It will be registered under a the original claim submitted 2/3 months ago. And if it leaks again in the near future, the same would apply, it will be registered under the original/first claim submitted. I would hereby like to request that this claim be kept open for at least the next month and a half.

I refuse to pay excess to the Plumber again this time around.

I would like to hope that should this issue arise in the near future - That Standard Bank Home Insurance will IMMEDIATELY allocate the same Plumber, and that I would not have to wait 10 days before someone goes out to my place to fix the issue!