Standard Bank Storm Claim

worst customer service , worst insurance experience.

On the 8th August 2020, we had heavy rains and water was running down behind my bed and onto my headboard. My ceiling and cornicing was damaged as a result.

I phoned the claims department the following day on 9th August 2020 to log a claim. They said that they would call me back back in 2 days. But suggested I call on Tuesday 11th August 2020. Standard bank did not come back to me. I took a reference number.

I then phoned on 12th August 2020 to follow up. They blamed the poor response on standard bank using a third party call center provider and support - even accusing me of using the wrong contact number ***, their number on their website).

After my call to them, they assigned an assessor to claim. The assessor phoned the following day, 13 August 2020, to book an appointment, We agreed to meet on Friday the 14th August 2020. The assessor arrived on 14th and completed assessment - finding no issues. He said that they would submit the findings that evening. I followed up with assessor that evening and he said that he had submitted the findings. I contacted standard bank and waited another 30 minutes before their agents answered. They said that they had not received anything from assessor. I followed up with the assessor again on Monday the 17th August - he confirmed that the assessment had been sent already. I tried contacting Standard bank via telephone (no response via call center), email (*** - which has still not been serviced by any agent), I even registered for the online claims portal (https://sbibonline.standardbank.co.za/ - the status is still open and shows that they have not actioned anything).

I have logged "please contact me" requests, more emails, and complaints over the past 2 weeks and have still had no response.

Today, the 25 August 2020, I have attempted to get hold of standard bank again and I got through to an agent - Matshipi Moloto. After chasing up claim she said that the assessor only submitted the report yesterday. The assessment is dated incorrectly (this is what looks like another assessment in a different week??), the information/findings sounds incorrect - ie an incorrect client and different cause of issue.)

I said that I have been unhappy with the Standard Banks servicing of this claim and obviously unhappy with the findings on this assessment - they are claiming that waterproofing that was fitted recently was incorrectly administered.

I immediately followed up with the assessor and asked him about the claim - he said this information is incorrect, and that he submitted the findings on the day. The information that was verbally quoted by the agent , did not line up with his recollection (nor mine for that matter). He suggested that the wording had been changed in the office.

I had waterproofing installed 2 years ago... We have had no issues until the huge storm that we had earlier this month. Even when we had flooding in our neighborhood 2 months back we had no issues.

I asked to escalate the issue - she escalated to her team leader (Jeetendra Naran), but refused to forward my call to him (As I had requested).

I reminded her that standard bank has never responded to me.

She confirmed and commited to Jeetendra calling me back before 12;30 this afternoon.

I have not received a call back.

I called the call center again at 13:30. After waiting for another 30 minutes, I spoke to another agent. I asked to speak to Jeetendra - I was asked to wait on line - and Standard Bank killed the call.

From my perspective, I have done everything that in my power to engage and attempt to manage process this claim.

From conversations with Matshipi, it is clear that Standard bank staff are working remotely from home and that they are not not servicing any requests from customers - If a customer does not keep asking staff to action items - nothing is done and it is clear that Standard Bank has no accountability or ethics regarding the fleecing of fees and lack of service.

Following up with CRC - they are unreachable.... Looks like no one is available after 1300

I am still on the line waiting...