Stay away from Standard bank insurance

Do yourself a favour and avoid using Standard bank insurance for your building insurance, I made the mistake of using them, because I have my home loan with Standard bank.27 April 2022 I discovered there must be a major water leak. Be careful if you want to start the repairs, you need the SIL written permission (read the homeowner’s insurance policy). 28April we logged the claim, kept calling (till someone assist you takes more than 30 mins, last call was 1 hour for us).28 April before 2pm - a SIL employee could not provide us with a service provider (she had no one), we have the right for, so she asked us to send the quotes from a plumber we found available on that day (had to wait for the quotes), sent the quotes at 15:40 to the email address given ***, yet I have been dealing with them so I had the right one *** and ***. No reply. Next day 29 April Friday calling them, waiting another cca 30 mins, John ****son/employee had no idea of our complaint even though he was given the claim number, asked us to forward him the quotes, I knew they had already received on 28 April because you get an auto reply, wasting time with something we had already done. I forwarded him all emails, including the quotes and claim no. at 9:27 am on 29 April. When you log your claim, you give details of the incident- so it is in the system and employees should see it without asking. After forwarding the emails, no reply. I had to send him and HOCclaims and SIL another email. John Dikson only rep**** at 10:54 just to say what he was supposed to say without me asking again and straight after I forwarded him the emails from 28April at 9:27. He wrote: “the attachments has been received and currently reviewing the claim”. Since then I kept contacting him and I never got the written permission to start the job or he did not bother to inform us how long we have to be without water. He did not answer why they had not sent us a SIL service provider yet since the approval of the quotes they asked us to send had taken so long to assess in the mater of emergency. Please be aware that this institution will never inform you about time estimate of your resolution. Based on the insurance policy/wording, section “repairs to pipes ” page 13, we are still waiting for a service provider we were supposed to get on 28 April and we are entitled to (no one cares that we have the right to have water) or the written permission based on the quotes sent (leak repairs amount on the quote is within the R 3000 limit SIL gives you (reference: “repairs to pipes”)note: ,”repairs of pipe leaks includes the detection”, you still have to pay R 1250 excess. So let me make it clear - So only if SIL gives you something, after all this hustle, it will be max R 1750. (A drop in the sea of money you have already paid them). Stressing again: Still have not received the written permission and the paradox is - we looked for the provider since they had no one. Based on the policy we have the right to be provided by SIL service provider and they have failed since 28 April and they have ignored the approval of the quotes- not informing the client if accepted or not so the client knows. SB has had a big problem- procrastination and no help when needed.29April Saturday, SIL has only a consultant on the line you have to wait but he is there just to listen, no resolution, suggestion to make a complaint I was going to do anyway but knowing that it takes cca 2 months to get the complaint resolution would not help us to have the water:). Email: *** sends you copied blueprint they send to everyone saying your complaint will be allocated to CRC specialist (secured line :)) who will provide you with a reference number - in my previous case the specialist was *********** to answer my questions and never provided me with a reference number- when I complained about that to both of them and more, they never rep**** back (I have all written evidence) and I am persistent so you can imagine how many emails I sent. I had to find another email to get some answers in my previous case. Still no water!