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ZD
Zah D

1 reviews | Active since Nov 2019

28 Oct 2024, 18:14

Standard Bank insurance undermines its own clients

Subject: Urgent Complaint: Extreme Frustration and Disrespect from Standard Bank Insurance

Dear Helopeter,

I am beyond frustrated and exhausted with the endless issues and delays I’ve faced with Standard Bank Insurance. 22 years ago, I took Standard Bank Insurance, and every time I lodge a complaint, I am met with issues and delays, lack of communication, and unprofessionalism. My experience with Standard Bank Insurance has been nothing short of a nightmare.

My most recent complaint was lodged on 21 October 2024 regarding my excess fee when lodging the claim. On 22 October 2024, I received an acknowledgment from Palesa Maduna, but since then, she has said nothing about my complaint. Initially, I was paying an excess of R750 if I lodged a claim. Then, in 2022, I was told that my excess was R1,250. I disputed the amount and lodged a complaint because there was no communication regarding my insurance policy that the excess amount had been increased, and I was allowed to pay R750.

However, last week, on 21 October 2024, I lodged a storm claim and spoke to Ayanda Mpili, who registered my claim and told me that the excess would be R4,750. I did not understand why, and why I was not informed that my excess fee had increased. Had I known, I would have discussed the matter or closed the insurance and found another insurance provider if needed. But only when I lodged a claim was I informed that my excess fee had increased.

This is when I lodged a complaint, but now I have a problem with the person handling my complaint, Palesa Maduna. Today, 28 October 2024, I called her twice, and a lady named Nokuthula answered my call, telling me she would call me back on the first call. Again, after two hours, I called, looking for Palesa Maduna, and Nokuthula answered again, saying she sent an email to Palesa, requesting her to call me back, and promised to send another email to Palesa, but still, nothing happened. Palesa did not call me.

This treatment means Standard Bank Insurance is ***********, and its systems are not working properly. We are being ignored and disrespected by the workers. There is no communication with clients; they delay claims and frustrate clients. I am tired of being treated like this by Standard Bank Insurance. Something must be done about Standard Bank Insurance.

Previously, I had to take them to court, and only then did they resolve my claim. It appears I must again spend money going to court, which takes a long time to settle. Why does Standard Bank Insurance undermine its clients, as they are doing to me? This bank is undermining me, delaying my claim, and even after I lodge a complaint, they still delay in resolving it. Something must be done.

This conduct by Standard Bank Insurance violates my constitutional rights to equality (Section 9 of the South African Constitution), as I am not being treated fairly and equally compared to other clients, and my right to access to information (Section 32), as I am not provided with essential information regarding my insurance policy changes and excess fees.

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Replies (5)
ZD
Zah D's update29 Oct 2024, 10:17
Reviewer Update

I need assistance with a recurring issue I've experienced with Standard Bank Insurance. I have concerns with both the Claims and Complaints departments. I've noticed that each time I file a claim, the excess has increased without prior notice. It’s only during the claim process that I'm informed of these changes.

Additionally, when I try to address this with the Complaints department, my concerns are often ignored, leaving me frustrated. Could you please escalate this issue and provide clarity on why these excess adjustments are made without notifying clients in advance?

Thank you for your attention to this matter. I look forward to a prompt response and a resolution.
ZD
Zah D's update29 Oct 2024, 15:10
Reviewer Update
Thank you I am waiting for the call
ZD
Zah D's update29 Oct 2024, 20:06
Reviewer Update
Standard Bank Insurance has no idea what they are doing to us as clients, and it’s in complete violation of our rights as customers. We need a government that will step in and deal with such banks. Banks and insurance companies are given far too much power to do as they want without any consequences. Why are we forced by the government to bank our money in these institutions, enriching private individuals who are blatantly undermining their customers?
I was promised today that someone from Standard Bank Insurance would call me, yet no one did. I had to call them myself. When I reached Patrick in the insurance department to ask about my claim status, he said he didn’t know when it would be finalized, claiming they were waiting for an internal assessor to assess my claim. Why did they send an assessor to my house if they were just going to wait for another internal assessor to re-assess it? These people aren’t doing us a favor when we lodge claims – we are customers, and we are paying for these services. They should respect us.
When I asked to speak to a manager, Patrick transferred my call to the complaints department, and Nokuthula answered. I told her that Patrick had failed to answer any of my questions, simply repeating, “I don’t know.” If he doesn’t know anything about my claim, then who is supposed to answer my questions? Nokuthula informed me that my complaint is handled by the Social Media Complaints Department and that Mohamed is in charge of it. She put me on hold to verify if Mohamed was indeed the one responsible, and after a few minutes, she confirmed it. She assured me Mohamed would send me an email and call me, but that never happened. No email, no phone call from Mohamed.
Nokuthula also promised she would make sure Mohamed contacted me and said she would call me before finishing her shift to confirm that he had done so. Again, none of this happened. My phone records all conversations, so I have proof of what I am saying.
I am extremely upset about the treatment I am receiving from these people. I am considering canceling this insurance policy because I feel disrespected and undermined. The government needs to do something about this nonsense, and something must be done about Standard Bank Insurance. Everyone is lying to me, and I don’t know if this is due to race or just arrogance, but I am sick of this Standard Bank Insurance.
ZD
Zah D's update31 Oct 2024, 16:44
Reviewer Update

I am writing this with deep frustration and anger regarding my complaint lodged on 21 October 2024 about the excessive charges I was told to pay. The handling of this issue by your team has been nothing short of disappointing and is beginning to feel like a deliberate tactic to stall rather than provide any genuine assistance.
Initially, my complaint was assigned to Palesa Maduna, who assured me that she had eight days to resolve the matter. I patiently waited, expecting a prompt resolution. Yet, to my surprise, yesterday I received an email from Khan Mohammed, claiming that he is now handling my complaint and that he also has eight days to resolve it. This redundant reset of timelines is completely unacceptable, especially since I lodged my complaint on the 21st, and I expect that timeline to be honored.
The way my complaint has been handled suggests a lack of commitment to genuine customer service and, frankly, feels like a way to avoid addressing my concerns. This is unfair, unprofessional, and utterly unacceptable. As a customer, I should not have to fight to get a straightforward issue resolved or endure this runaround that Standard Bank Insurance has subjected me to.
I demand that my complaint be prioritized and that a clear resolution is provided without further delay. This experience has severely damaged my trust in Standard Bank Insurance, and I am considering escalating this matter further if it is not resolved promptly.
ZD
Zah D's update31 Oct 2024, 17:37
Reviewer Update

Dear HelloPeter Team,
I am writing to formally report an issue with my claim handler, Ayanda Mpili, who has shown a lack of communication and follow-through in managing my insurance claim. Despite being assigned as my handler, Ayanda has not reached out to provide any updates, which has led to unnecessary delays and frustration on my end.
As a customer, I expect timely and transparent communication to ensure that claims are processed efficiently and professionally. This experience has unfortunately not met that standard, and I am disappointed by the lack of service received thus far.
I hope this matter can be addressed swiftly, as I am eager to resolve my claim and restore confidence in the service provided.
Thank you for your attention to this matter.