CC
Chris C
1 reviews | Active since Jun 2021
17 Mar 2022, 14:16
Standard Bank Insurance so called client service.
I have had the worst experience with an insurance company thanks to Standard Bank insurance.
What was supposed to be a straight forward claim, geyser burst, so you need to repair the geyser, repair damage to kitchen, move on. The claim process started smoothly, plumber came, did the work, move on, builders came, did the work, moved on, plumbing inspector came, saw some discrepancies on the geyser side, fixed it, moved on.
Then the kitchen came, and with it, an assessor called Anton Botha. This guy apparently works for SBIB, but if you look at HelloPeter, his name get's mentioned religiously. What had started as a breeze, then turned into nothing, no feedback, no regard for the client and no work getting done. Finally SBIB sent the carpenters out, and with them the worst workmanship I have ever seen in my life. These guys mess up so badly, but then hide the damage and ***** work with extra wood panels, because according to them, the damage is gone if you can't see.
I've called SBIB close to 8, maybe 9 times this week, each persons telling me they will give me feedback, each person telling this Anton Botha will call me, yet nothing happens and Anton never calls. The carpenter arranges that they will come and fix the mess they made, then they call me to cancel, because it seems like the service provider, in this case ,the carpenter, is deemed worthy of Mr Anton Botha's time, but me, a lowly client paying for the service, does not warrant a moment of his time.
Standard Bank Insurance has been giving me the run around for the past week, leaving me to take time off work to try and sort this out, and leaving me to keep calling them for feedback or an update.
Pathetic beyond comprehension, and yes, four days later and I am still waiting for Mr Anton Botha to call me to explain, maybe I should become a SBIB service provider, maybe then he will grace me with his presence and time.
Shocked, flabbergasted and extremely unhappy.
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Replies (3)CC
Chris C's updateReviewer Update
19 Mar 2022, 09:31So update on this, SBIB appointed Mahommed Shaffee Khan to attend to this complaint. They told me on Thursday, 17th of March, that Mahommed would call me same day within 2 hours.
After no response, which I have come to expect from SBIB, I called the complaints line again, roughly at 08:00 on Friday 18 March 2022, and requested to speak with Mahommed. After two calls I finally got hold of Mahommed, only be told that my complaint is not urgent. According to Mahommed, he had numerous other complaints on his desk before mine, so he can't focus on mine or give mine attention now. He then proceeded to ignore me after I complained about his service, mentioning to him that this might not be important to him, but that it is extremely important to me, as we have been unable to use our kitchen and the rest of our house (as everything from the kitchen is in crates all over the place until the repairs can be completed), to which Mahommed proceeded to ignore me on the call staying completely silent (lucky for me I have a recording of this call).
Afterwards, at about 08:30, the owner of the service provider who installed the cabinets called me to arrange from his side (so not due to SBIB asking him to) to come out and see the installation for himself. We arrange a time, within 45 minutes he was at my premises. We proceeded to go through the installation, noting all the issues and arranging a time for them to come and repair, which would now be done on Saturday, 19th of March. We had plans to go away for the long weekend, but decided to accommodate them, so we cancelled our plans to ensure that we would be home so we could resolve this issue.
This all happened after my call with Mahommed, so between 08:30 and 10:20 on Friday the 18th of March. I had no further contact or response from Mahommed again for the rest of the day, low and behold, Mahommed sends me a mail at 16:03 (their offices were closed at that time, so I could not even call him to confront him about the mail). He states that they, lord only knows who they are as I was again not privy to that conversation, but this seems to be the golden standard at SBIB, arranging things and making decisions regarding a claim without discussing it with the client, but they had decided to discuss it (so the discussion had not taken place yet), and resolved to pay out the rest of the claim se I could fix it myself (but according to the mail the discussion had not taken place yet, yet a resolution had been taken, weird). The mail then further enquired as to whether or not they can proceed with the calculation of the claim. Now I am wondering how in this world will they be able to calculate the value of the claim or give them the go-ahead if we till date have not yet received the confirmation from SBIB or their assessor, Mr. Anton Botha, exactly what has been approved and what the scope of work entails. We furthermore to this date have also not received any confirmation of exactly what was rejected and the reasoning behind it.
This entire process speaks volumes as the type of service SBIB gives to paying clients, total disregard for the client, clients are met with attitude and a feeling that SBIB employees and assessors are somehow superior, warranting no response or discussion with clients.
So SBIB, what do I do now?
Please advise urgently.
After no response, which I have come to expect from SBIB, I called the complaints line again, roughly at 08:00 on Friday 18 March 2022, and requested to speak with Mahommed. After two calls I finally got hold of Mahommed, only be told that my complaint is not urgent. According to Mahommed, he had numerous other complaints on his desk before mine, so he can't focus on mine or give mine attention now. He then proceeded to ignore me after I complained about his service, mentioning to him that this might not be important to him, but that it is extremely important to me, as we have been unable to use our kitchen and the rest of our house (as everything from the kitchen is in crates all over the place until the repairs can be completed), to which Mahommed proceeded to ignore me on the call staying completely silent (lucky for me I have a recording of this call).
Afterwards, at about 08:30, the owner of the service provider who installed the cabinets called me to arrange from his side (so not due to SBIB asking him to) to come out and see the installation for himself. We arrange a time, within 45 minutes he was at my premises. We proceeded to go through the installation, noting all the issues and arranging a time for them to come and repair, which would now be done on Saturday, 19th of March. We had plans to go away for the long weekend, but decided to accommodate them, so we cancelled our plans to ensure that we would be home so we could resolve this issue.
This all happened after my call with Mahommed, so between 08:30 and 10:20 on Friday the 18th of March. I had no further contact or response from Mahommed again for the rest of the day, low and behold, Mahommed sends me a mail at 16:03 (their offices were closed at that time, so I could not even call him to confront him about the mail). He states that they, lord only knows who they are as I was again not privy to that conversation, but this seems to be the golden standard at SBIB, arranging things and making decisions regarding a claim without discussing it with the client, but they had decided to discuss it (so the discussion had not taken place yet), and resolved to pay out the rest of the claim se I could fix it myself (but according to the mail the discussion had not taken place yet, yet a resolution had been taken, weird). The mail then further enquired as to whether or not they can proceed with the calculation of the claim. Now I am wondering how in this world will they be able to calculate the value of the claim or give them the go-ahead if we till date have not yet received the confirmation from SBIB or their assessor, Mr. Anton Botha, exactly what has been approved and what the scope of work entails. We furthermore to this date have also not received any confirmation of exactly what was rejected and the reasoning behind it.
This entire process speaks volumes as the type of service SBIB gives to paying clients, total disregard for the client, clients are met with attitude and a feeling that SBIB employees and assessors are somehow superior, warranting no response or discussion with clients.
So SBIB, what do I do now?
Please advise urgently.
CC
Chris C's update19 Mar 2022, 09:31
Reviewer Update
So update on this, SBIB appointed Mahommed Shaffee Khan to attend to this complaint. They told me on Thursday, 17th of March, that Mahommed would call me same day within 2 hours.
After no response, which I have come to expect from SBIB, I called the complaints line again, roughly at 08:00 on Friday 18 March 2022, and requested to speak with Mahommed. After two calls I finally got hold of Mahommed, only be told that my complaint is not urgent. According to Mahommed, he had numerous other complaints on his desk before mine, so he can't focus on mine or give mine attention now. He then proceeded to ignore me after I complained about his service, mentioning to him that this might not be important to him, but that it is extremely important to me, as we have been unable to use our kitchen and the rest of our house (as everything from the kitchen is in crates all over the place until the repairs can be completed), to which Mahommed proceeded to ignore me on the call staying completely silent (lucky for me I have a recording of this call).
Afterwards, at about 08:30, the owner of the service provider who installed the cabinets called me to arrange from his side (so not due to SBIB asking him to) to come out and see the installation for himself. We arrange a time, within 45 minutes he was at my premises. We proceeded to go through the installation, noting all the issues and arranging a time for them to come and repair, which would now be done on Saturday, 19th of March. We had plans to go away for the long weekend, but decided to accommodate them, so we cancelled our plans to ensure that we would be home so we could resolve this issue.
This all happened after my call with Mahommed, so between 08:30 and 10:20 on Friday the 18th of March. I had no further contact or response from Mahommed again for the rest of the day, low and behold, Mahommed sends me a mail at 16:03 (their offices were closed at that time, so I could not even call him to confront him about the mail). He states that they, lord only knows who they are as I was again not privy to that conversation, but this seems to be the golden standard at SBIB, arranging things and making decisions regarding a claim without discussing it with the client, but they had decided to discuss it (so the discussion had not taken place yet), and resolved to pay out the rest of the claim se I could fix it myself (but according to the mail the discussion had not taken place yet, yet a resolution had been taken, weird). The mail then further enquired as to whether or not they can proceed with the calculation of the claim. Now I am wondering how in this world will they be able to calculate the value of the claim or give them the go-ahead if we till date have not yet received the confirmation from SBIB or their assessor, Mr. Anton Botha, exactly what has been approved and what the scope of work entails. We furthermore to this date have also not received any confirmation of exactly what was rejected and the reasoning behind it.
This entire process speaks volumes as the type of service SBIB gives to paying clients, total disregard for the client, clients are met with attitude and a feeling that SBIB employees and assessors are somehow superior, warranting no response or discussion with clients.
So SBIB, what do I do now?
Please advise urgently.
After no response, which I have come to expect from SBIB, I called the complaints line again, roughly at 08:00 on Friday 18 March 2022, and requested to speak with Mahommed. After two calls I finally got hold of Mahommed, only be told that my complaint is not urgent. According to Mahommed, he had numerous other complaints on his desk before mine, so he can't focus on mine or give mine attention now. He then proceeded to ignore me after I complained about his service, mentioning to him that this might not be important to him, but that it is extremely important to me, as we have been unable to use our kitchen and the rest of our house (as everything from the kitchen is in crates all over the place until the repairs can be completed), to which Mahommed proceeded to ignore me on the call staying completely silent (lucky for me I have a recording of this call).
Afterwards, at about 08:30, the owner of the service provider who installed the cabinets called me to arrange from his side (so not due to SBIB asking him to) to come out and see the installation for himself. We arrange a time, within 45 minutes he was at my premises. We proceeded to go through the installation, noting all the issues and arranging a time for them to come and repair, which would now be done on Saturday, 19th of March. We had plans to go away for the long weekend, but decided to accommodate them, so we cancelled our plans to ensure that we would be home so we could resolve this issue.
This all happened after my call with Mahommed, so between 08:30 and 10:20 on Friday the 18th of March. I had no further contact or response from Mahommed again for the rest of the day, low and behold, Mahommed sends me a mail at 16:03 (their offices were closed at that time, so I could not even call him to confront him about the mail). He states that they, lord only knows who they are as I was again not privy to that conversation, but this seems to be the golden standard at SBIB, arranging things and making decisions regarding a claim without discussing it with the client, but they had decided to discuss it (so the discussion had not taken place yet), and resolved to pay out the rest of the claim se I could fix it myself (but according to the mail the discussion had not taken place yet, yet a resolution had been taken, weird). The mail then further enquired as to whether or not they can proceed with the calculation of the claim. Now I am wondering how in this world will they be able to calculate the value of the claim or give them the go-ahead if we till date have not yet received the confirmation from SBIB or their assessor, Mr. Anton Botha, exactly what has been approved and what the scope of work entails. We furthermore to this date have also not received any confirmation of exactly what was rejected and the reasoning behind it.
This entire process speaks volumes as the type of service SBIB gives to paying clients, total disregard for the client, clients are met with attitude and a feeling that SBIB employees and assessors are somehow superior, warranting no response or discussion with clients.
So SBIB, what do I do now?
Please advise urgently.
CC
Chris C's updateReviewer Update
11 Apr 2022, 12:53Horrible, horrible, horrible service!!!!! The most pathetic insurer I have ever had the discomfort of dealing with.
Promises service delivery and professionalism, but delivers nothing, except for empty promises and lots of headaches.
Never in my life will I advise anyone to make use of SBIB, if it can be avoided, it should be. I was busy typing an elaborate message, going into all the details, but realized that SBIB doesn't care, so why am I wasting my time.
Bottom line, if you are able to avoid SBIB, do so.
Promises service delivery and professionalism, but delivers nothing, except for empty promises and lots of headaches.
Never in my life will I advise anyone to make use of SBIB, if it can be avoided, it should be. I was busy typing an elaborate message, going into all the details, but realized that SBIB doesn't care, so why am I wasting my time.
Bottom line, if you are able to avoid SBIB, do so.
CC
Chris C's update11 Apr 2022, 12:53
Reviewer Update
Horrible, horrible, horrible service!!!!! The most pathetic insurer I have ever had the discomfort of dealing with.
Promises service delivery and professionalism, but delivers nothing, except for empty promises and lots of headaches.
Never in my life will I advise anyone to make use of SBIB, if it can be avoided, it should be. I was busy typing an elaborate message, going into all the details, but realized that SBIB doesn't care, so why am I wasting my time.
Bottom line, if you are able to avoid SBIB, do so.
Promises service delivery and professionalism, but delivers nothing, except for empty promises and lots of headaches.
Never in my life will I advise anyone to make use of SBIB, if it can be avoided, it should be. I was busy typing an elaborate message, going into all the details, but realized that SBIB doesn't care, so why am I wasting my time.
Bottom line, if you are able to avoid SBIB, do so.
CC
Chris C's updateReviewer Update
26 Apr 2022, 10:4374 days after I lodged the claim, I still don't have scope of work, I still don't know what was approved or rejected, or even what the reasoning is behind any of this.
I have been through two different internal assessors for SBIB, and both were equally unhelpful, refusing to answer any questions, answer any calls or call a client back.
The worst part, after all of the fighting just to get my property back to the same standard it was before the damage happened, I have been unable to reach SBIB on their call center number to cancel my policy with them. Each time I call I get told that they are so busy, they can't attend to my call, but someone will call me back, and again, as I have come to expect, no one ever calls back.
So now I am sitting on the phone with SBIB call center, 36 minutes later, and still holding just to cancel the insurance.
I for one can't rely on SBIB to have my best interest at heart, so after all of this all that is left to do is cancel and move my insurance.
I have been through two different internal assessors for SBIB, and both were equally unhelpful, refusing to answer any questions, answer any calls or call a client back.
The worst part, after all of the fighting just to get my property back to the same standard it was before the damage happened, I have been unable to reach SBIB on their call center number to cancel my policy with them. Each time I call I get told that they are so busy, they can't attend to my call, but someone will call me back, and again, as I have come to expect, no one ever calls back.
So now I am sitting on the phone with SBIB call center, 36 minutes later, and still holding just to cancel the insurance.
I for one can't rely on SBIB to have my best interest at heart, so after all of this all that is left to do is cancel and move my insurance.
CC
Chris C's update26 Apr 2022, 10:43
Reviewer Update
74 days after I lodged the claim, I still don't have scope of work, I still don't know what was approved or rejected, or even what the reasoning is behind any of this.
I have been through two different internal assessors for SBIB, and both were equally unhelpful, refusing to answer any questions, answer any calls or call a client back.
The worst part, after all of the fighting just to get my property back to the same standard it was before the damage happened, I have been unable to reach SBIB on their call center number to cancel my policy with them. Each time I call I get told that they are so busy, they can't attend to my call, but someone will call me back, and again, as I have come to expect, no one ever calls back.
So now I am sitting on the phone with SBIB call center, 36 minutes later, and still holding just to cancel the insurance.
I for one can't rely on SBIB to have my best interest at heart, so after all of this all that is left to do is cancel and move my insurance.
I have been through two different internal assessors for SBIB, and both were equally unhelpful, refusing to answer any questions, answer any calls or call a client back.
The worst part, after all of the fighting just to get my property back to the same standard it was before the damage happened, I have been unable to reach SBIB on their call center number to cancel my policy with them. Each time I call I get told that they are so busy, they can't attend to my call, but someone will call me back, and again, as I have come to expect, no one ever calls back.
So now I am sitting on the phone with SBIB call center, 36 minutes later, and still holding just to cancel the insurance.
I for one can't rely on SBIB to have my best interest at heart, so after all of this all that is left to do is cancel and move my insurance.