Standard Bank Insurance – Placing our Lives at Risk

We logged an insurance claim on 14 November after the bad storm (Electric Fence, Alarm, Gate motor, Building, etc). We were advised that an assessor will be onsite on 17 November. The assessor made an appointment with us, but never arrived, no phone call, no explanation. After numerous calls, I managed to get hold of Standard Bank Insurance on 30 November (after holding on for 42 minutes).

I was then advised that I must obtain my own quote for all the Electrical Damage - why were we not told about this up front, when we logged the claim. My family’s lives are placed at risk daily, as we have no security. I was further advised that the assessor will be onsite on Friday 01 December for the Building assessment. The call center agent phoned the assessor and confirmed the appointment for 12h00 on 01 December 2017.

The assessor called my husband on 30 November, instead of apologizing for the bad service and confirming the appointment, she wanted to know why we escalated her!!! Really. She never pitched on 01 December. What’s next? Should I log this at the Ombudsman?