Storm damage: Roof damages - Over 3 weeks and still no feedback or decision on claim

I have a huge gaping hole in my asbestos roof sheeting and its going onto the 4th week. It is disturbing to note that even in an emergency the staff of standard bank insurance can take weeks on decision making, having no empathy or compassion for the persons affected by the emergency.

I have been waiting for Standard Bank home loan insurance to get back to me for 23 days now.

I contacted Standard bank on the 11 May 2026 to log my claim. I got an sms on the same day indicating that Themba Sehlangu was appointed as the assessor for my claim, he did not make any contact regarding the claim and 2 days later I had to call the bank – 13 May 2026, (because no-one contacted me), the bank advised that a service provider Clydes Renovations had been assigned to my claim. Standard bank insurance DID NOT call me to advise of this change, and my claim was already 2days old.

Clyde’s renovations came through on the 15 May 2026, took photos, and did the assessment, he advised that he was going to check for the same profile as my sheeting BEFORE he sent his report through. To my knowledge the report was only sent through on the 20 May 2026 (5 days later), BECAUSE he could not source the similar sheeting profile. He said he would propose that the entire roof be replaced, since he COULD NOT FIND THE SIMILAR SHEETING PROFILE. It took the management team 5 days to assess the report and reach a decision (decision reached 25 May 2026) and their findings was that THEIR APPOINTED CONTRACTOR Clyde’s Renovations needed to REQUOTE as the assessor Themba Sehlangu (who did not even visit the site) had indicated that the roof sheets ARE IN FACT available and can be sourced but the assessor could not be reached by their appointed contractor to advise where to source the sheets from???

I have had to keep calling the insurance call centre, taking time off work, and using my airtime, waiting for as long as 35 minutes before the call gets answered for someone to tell me this has not been resolved yet. This is very frustrating!!! To say the least.

Call log to standard bank home insurance: 11 May 2026 – 34 min 13 May 2026 – 11 min 13 May 2026 – 50 min 17 May 2026 – 8 min 24 May 2026 – 6 min 25 May 2026 – 45 min 27 May 2026 – 30 min

I called in on the 27 May 2026 to find out the status of the claim and the lady I spoke with (I did not get her name) seemed very helpful and said she would email all the parties involved. I am still to receive the email??? The insurance contact person allocated to assist me and keep up communication with me is Benedictor Mazibuko who has made NO contact with me whatsoever regarding my claim, I keep calling her direct line and she does not return the call, I have emailed her with NO responses. Is this the level of assistance/feedback available from Standard bank Insurance??? It is rather APPALING to say the least. I have even escalated this to customer care on 27 May 2026, after the unresolved issue, and was asked to humbly wait ±8 days. It is now day 4 and I have received nothing but a reference number from customer care, 0 communication regarding the status of my claim, not a follow up email or a courtesy phone call ,Nahda, zilch. This silence is unacceptable!

This is extremely improper and awfully stressful; I pay my premiums every month, I have just paid one at the end of May, and I am paying for a service I am not receiving and even worse when I need emergency assistance, I am not assisted? I must wait for *********** people to source my sheeting while my family’s health, safety and my property are all at risk? Besides being a security risk, the sheeting is asbestos and requires special removal as per Asbestos Abatement Regulations, 2020. Both my kids suffer with asthma, and it is important to note that Asbestos exposure is a major hazard for people with asthma. How difficult can it be for such a large corporation to source roof sheeting or decide on a claim????

This past Sunday, the 31 May 2026 was exactly 3 weeks since the incident and I am still waiting a decision????

I have a huge hole in my roof sheeting!! The weather in KZN is not kind, we have already had rain in the last 3 weeks, and the damages are going to rise in costs if this is not fixed as soon as possible.