STANDARD BANK INSURANCE – UNACCEPTABLE CLAIMS SERVICE AND LACK OF COMMUNICATION

STANDARD BANK INSURANCE – UNACCEPTABLE CLAIMS SERVICE AND LACK OF COMMUNICATION

I am extremely disappointed and frustrated with the way Standard Bank Insurance has handled my home insurance claim.

This matter has been going on for far too long, with repeated delays, poor communication and no clear resolution. I have had to continuously follow up myself just to get basic feedback about a claim for which I am paying insurance premiums.

The most concerning issue is the leaking pipe and the damage to my property. Standard Bank sent its appointed contractors to assess and carry out repairs. However, during the work, another leak occurred in the same general area, with water penetrating through the slab. The damage has continued to worsen while I have been waiting for Standard Bank to resolve the matter.

I was subsequently informed by Tshiamo Molusioa that I had apparently claimed twice for concealed pipes and that the current leak would therefore be regarded as a third claim and would not be covered.

My concern is that when I initially lodged my claim, Standard Bank sent its own contractor to assess the problem. Nobody informed me at the time that my previous claims would affect this matter or that the current leak was supposedly related to previous claims. I should not be expected to discover this months later after the damage has worsened.

I have also repeatedly communicated with Standard Bank and escalated the matter, yet I have experienced long delays and a lack of meaningful feedback. I have had to chase the insurer repeatedly for answers instead of receiving proactive communication.

Meanwhile, the water leak continues to cause damage and my water bill is increasing because of the ongoing loss of water.

I am not asking for special treatment. I am asking Standard Bank Insurance to properly investigate the matter, provide a clear written explanation of the basis for the rejection, distinguish between the previous claims and the current leak, and take responsibility for resolving any damage caused during its appointed contractor's work.

This experience has caused enormous stress, inconvenience and financial loss. Paying insurance premiums every month should provide some peace of mind, but my experience has been the complete opposite.

Standard Bank Insurance, I need a proper resolution—not another delay, another referral, or another request to start the process again.

Please investigate this matter properly and provide a clear way forward.

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