Standard Bank Insurance rejects an insurance claim for fridge they purchased which is unacceptable

Dear Standard Bank Insurance, I am writing to formally lodge a complaint regarding the rejection of an insurance claim for a fridge that was purchased through Standard Bank Insurance and delivered by the insurance company from Pretoria yet we live in Durban. The fridge is only approximately four years old, yet it has stopped working and is no longer functioning properly. We submitted a claim because the fridge is insured, but the claim was rejected. I would like to express my serious concern and disappointment regarding this decision. The purpose of having insurance is to provide protection when an insured item becomes damaged or stops functioning, particularly when the policyholder has continued paying the required insurance premiums. The fridge belongs to my mother-in-law, who is a pensioner. She relies on her pension and simply cannot afford the cost of repairing or replacing the fridge. This is precisely why we have been paying insurance premiums—to ensure that she is protected from an unexpected expense such as this. I therefore request that Standard Bank Insurance reconsider the rejected claim and properly assess the fridge and the circumstances surrounding its failure. I would also appreciate a detailed written explanation setting out the exact reason for the rejection and the specific policy terms and conditions re**** upon when making this decision. If the claim remains rejected, please provide: The detailed reason for the rejection. The specific clause in the insurance policy that is being re**** upon. A copy of any assessment or report used to reach the decision. The available dispute and escalation process should we disagree with the decision. I respectfully request that this matter be reviewed urgently and fairly, taking into consideration that the fridge is only four years old, was purchased through Standard Bank, and that my mother-in-law is a pensioner who cannot reasonably afford the repair or replacement costs. We have been paying insurance premiums in good faith and expect the policy to provide the protection for which we have been paying. I look forward to receiving a written response and a reconsideration of the claim. Yours faithfully, Lindsay Sias On behalf of the policyholder Contact number: *** Claim no: SHS/2026/536923 Fridge details: Defy Date of claim: 18/08/2026