Take leave to follow up on your claims

Our gate motors battery and controller/receiver was ****** 05/02/2026 and due to safety risks, we had this replaced the same day. We logged a claim via the Standard Bank app on 06/02/2026, it states to allow Standard Bank time to contact you regarding the claim. In essence nothing happened, no claim found so we logged another claim via the app, this time made sure to take a screen shot of the claim number. Same story, allow Standard Bank time to contact you. NOTHING!!! I went ahead and contact Standard Bank, get through to a consultant who states that ‘oh it depends on how busy they are’ he cannot give me a turn around time for Standard Bank’s claim processing. He then proceeds to give me an email address for a consultant, ask him to spell it etc, and find out I must send the case number etc to this email address. Send the requirements, the email address is wrong!!! I send the email to the main claims email 12/02/2026 and can you believe it; Standard Bank has someone come out the next day to access 13/02/2026. On the 18/02/2026 I send another email, requesting an update, no response so 20/02/2026 I phone the call centre. First the consultant tells me that the case number is pending, so I explain I have provided it to Standard Bank three times already. Then the consultant says oh no, that is fine, the documentation is pending from the accessor. She follows up with them whilst I wait on the line and states the documentation will be sent through that afternoon. She then asks me to email all my documentation (AGAIN!) to the first consultant, so I ask her to please give me the email address (turns out the consultant has a second name not mentioned the first time). I send through all my documentation again to the consultant. By the 25/02/2026 there is no response, so I follow up on the main claims email, and they request the consultant to advise. 26/02/2026, the consultant finally sends an email with an agreement of loss to be signed. We sign this (and this document ask what bank details to use and provide proof of banking details if not a Standard Bank account). I send through the required document the same day. 02/03/2026 The consultant tells me the document needs to be in PDF format, okay you could have mentioned this the first time, but its fine I send through the PDF document the same day. The consultant informs me the form has been sent for authorisation. The consultant then comes back to say that payments can only be done into a Standard Bank account number. I provide the details. 04/03/2026 I request an update, as it seems unless you chase Standard Bank to receive feedback, there is none. The consultant informs me payment has been made and funds should be available the same day. 05/03/2026 I request another update; the consultant informs me that funds have been paid into a specific Standard Bank Account (DIFFERENT TO THE ONE THAT WE SENT THROUGH). In my panic, disbelieve, patience lost, more disbelieve – I ask the consultant, from where do you obtain these banking details, and provide her with the same email for the correct banking details. No response, so I inform the consultant to please advise. I receive an email “as per my previous email, Im busy with this matter I will get back to you, once I receive feedback”. Where is this previous email, well that is a question for another day. STANDARD BANK, my question is – my insurance is for my home, so should the unthinkable happen and my home be damaged where urgent repairs are needed, what would happen? I would assume from my current experience where we claimed to see what the service would be like (and gosh, is there room for much improvement!) I would need to continuously follow up each day for something to be done. So now I sit, again trying to be as patient as I can…. Waiting for your short term insurance consultant to eventually one day come back to me…… Disappointed, is an understatement as this time.