Standard bank Insurance Unresolved Claim and Lack of Response: Unresolved Claim and Lack of Response (Case Number: 24/084135)

Case Number: 24/084135 I am reaching out regarding a claim I filed with Standard Bank Insurance on October 31, 2024, for a roof leak. After logging the claim through both email and the app, I received a call from Ms. Nokuthula at Standard Bank Insurance confirming receipt and informing me that an assessor would visit my property.

On the same day, the assessor from Cwebezela Company contacted me, arranging a visit for November 1, 2024, which took place as scheduled. On November 4, 2024, Ms. Nokuthula informed me that the claim was rejected due to "lack of maintenance" and stated that the assessment report would be emailed to me within five minutes. When I requested clarification on the "lack of maintenance" finding, she advised me to reach out directly to the assessor.

Despite following up with Cwebezela, I was unable to speak with the assessor, who was out of the office. I was informed that Standard Bank Insurance would be responsible for sending me the report. On November 4, I emailed Ms. Nokuthula again, including a screenshot of a text confirming that the report would be sent to me shortly. Mr. Nikhil Maharaj responded, "kindly note the SMS you received is to inform you that once the report is received, we will communicate the outcome of the assessment to you", despite Ms. Nokuthula’s assurance that the report would be emailed.

After continued lack of response, I sent a formal complaint to the Complaints Department on November 6, 2024. I received an autoreply indicating that a specialist would respond within 24 business hours; however, no one contacted me. With the deadline passed, I sent an additional email this morning, November 12, 2024, to both the Complaints Department and the Standard Bank Insurance Ombudsman, requesting a response and reiterating my need for the assessment report and further clarity.

As of today, I have not received the report or any follow-up communication regarding my claim. I am requesting urgent assistance in obtaining the report, as well as a clear resolution to this matter.

Thank you for your attention to this issue.