StandardBank Insurance the WORST of the WORST

Formal Complaint: Gross Service Negligence & Property Risk Subject: Formal Complaint – Claim Number: HLB/2025/455374

Date: 28 January 2026

To the Standard Bank Claims Management / Action Line,

I am writing to express my extreme dissatisfaction with the handling of my storm damage claim (Ref: HLB/2025/455374), which originated on 3 December 2025.

For nearly two months, I have experienced a systemic failure in communication, lack of technical competence, and a blatant disregard for customer service from your claims department.

Timeline of Failures: 3 Dec 2025: Claim submitted. Assessment and Engineers were dispatched shortly after. Dec – 5 Jan: Zero feedback provided. I was forced to follow up myself on 5 January. 6–9 Jan: A contractor was appointed and visited my property. However, the contractor admitted to having no experience with specialized structures (building on water/jetty damage), rendering their appointment a waste of time and a risk to the integrity of the repair. 23 Jan: I requested to speak with a Line Manager. I was told they were in a Zoom meeting. I was promised a return call within 5 minutes—a promise repeated three times. No call was ever received. I later learned the manager left for the day without addressing my query. Action Line Complaint: I have already lodged a complaint via your Action Line; to date, I have received no response. Current Status and Risk: Because of Standard Bank's inaction and the appointment of an unqualified contractor, the damage to my property is actively increasing. What was a repairable issue is now becoming a safety hazard.

My Demands: Immediate Feedback: I require a full status report on my claim within 24 hours. Competent Service Providers: I demand the appointment of a contractor with proven experience in water-based structures/jetties. Management Accountability: An explanation as to why my requests for management intervention were ignored on 23 January. Should I not receive a satisfactory response within 48 I will escalate this matter to the Ombudsman for Short-Term Insurance (OSTI) and seek legal advice regarding the increased repair costs caused by your delays.

Regards

Gustav Le Grange