Sub-Standard / Pathetic Service from an industry "giant"!

Sub-Standard / Pathetic Service from an industry "giant"!

I have been a client of SIL for about 13 years and of SBSA just over 20 years. My bond is covered with them and yet, after having probably my first insurance claim with them since my policy inception in 2010 I am riddled with disbelief that a huge company such as this can provide such mind-bogglingly sad, bad and pathetic service to its clients.

On about 3-4 November 2021 I discover a potential leak in the bathroom behind the tiles. Over the next few days I notice that grout is being pushed out between the tiles and also notice my ceiling sagging, as well as my shower trap now being squeezed by the tiles to the extent where I struggle to remove the grating. I now, 10 November 2021 lodge my claim via the SBSA mobile banking app for assessment and possible repair.

Claim - 21/091650

03 Nov 2021 - issue identified 10 Nov 2021 - claim lodged on banking app and successfully registered(as per app) 10 Nov 2021 - no contact from SIL 18 Nov 2021 - I called to query why I have not been contacted 8 days later and was told the claim has not been registered by the app as it shows "draft status"(not the case when you log into app), but they will be able to assist me to register the claim whilst on the line. 18 Nov 2021 - claim registered(2nd time) and Boitumelo assigned as claims consultant 18 Nov 2021 - Prince Plumbers appointed to assess and repair leak 20 Nov 2021 - Prince Plumbers en-route to assess 20 Nov 2021 - in the process of repair, wall and floor tiles were chopped up, basin vanity damaged 2 Dec 2021 - SIL called to advise me of way forward 2 Dec 2021 - wilcorp appointed 4 Dec 2021 - prince completed leak repair 15 Dec 2021 - rafeeq builders appointed for tiling 17 Dec 2021 - rafeeq builders en-route for assessment 20 Dec 2021 - assessment report submitted to SIL by Rafeeq Builders 05 Jan 2022 - SIL calls to enquire job status from ME??

19 Jan 2022 - STILL NO CONTACT FROM STANDARD INSURANCE LIMITED!