Standard Bank Insurance policy HLC***

Good Day, My claim no is HLC ***3, query logged 4 Oct 2021. Policy no: HLC *** Complaint logged 02 Nov 2021. After the query was logged the assessor came through and told my son that the kitchen and helpers room will be covered but not the skylight. After the previous call logged I was told it was maintenance so I didmaintenance and provided proof. After the assessor left I was sent an email by the bank stating that the whole claim was declined. The bank then sent an independent assessor. Since then I am having a nightmare . Nobody gets back to me. Samantha Ramisur was supposed to be handling my complaint but doesn't ever return calls or update me. In my opinion she is useless. Please refer to your system to check hiw often I have been calling for an update on my complaint I asked to speak to the supervisor ,I believe she is off sick. I have been speaking to Palesa Maduna She has now escalated the query to the manager Raylene Govender. In the meantime when it rains the water is coming onto the kitchen I like to know from the bank.8f my roof is not covered by my insurance then why is there a need for it. Then I wouldn't be needing the insurance if I must be doing maintenance from my own pocket Also 8f o call in I am always told Samantha.is dealing with my query,but she never ever calls back Anyone can read the update on the system why must I always be transferred.to someone that is never there or never calls back