Terrible service from both Standard Bank Insurance and Standard Bank

On 27 June 2025 I lodged a claim, due to flood damage at a house insured through Standard Bank. I received numerous notifications that they were sending someone to assess the damage, this eventually happened about 2 months later after a few emails following up. I then received an email from Lebo Mosiako, rejecting my claim, due to an apparent leak in the roof. I had not claimed for any damage as a result of any leak. I rep**** to Lebo on 1 September - no response, again on 4 September - no response. I addressed a further email on 8 September and copied Thembie Sontlabo, my private banker in. In this email I also advised that due to poor service I wished to cancel my Insurance policy effective 30 September 2025. I received a reply the same day from Thembie where she advised that she would attend to the cancellation and that I needed my new Insurers to confirm cover. This was done on 9 September. I addressed afurther email to Lebo and Thembie on 18 September regarding my claim - no response. On 1 October I was charged the Insurance premium for October and I queried this on the same day with Thembie. I received a response from Leigh-Anne Pitt advising that they are looking into the matter. I addressed a further email to Leigh-Anne on 16 October following up as the payment had not been reversed. I received an email to say that she would revert shortly. I sent another email on 28 October expressing my unhappiness that the matter had not been attended to. I received an apology from Thembie and she advised that the matter had been escalated. I was then charged for November, but on 4 November received an email confirming cancellation from 30 November. I queried this as notice was given early in September to cancel effective 30 September.

I then received this reply: Your building insurance policy was scheduled to cancel on November 30th instead of October 30th because insurance policies are typically cancelled at the end of the current billing cycle or with a full calendar months’ notice. This ensures that cover remains active until the effective cancellation date and that any outstanding premium adjustments are app**** correctly. This is unacceptable as the end of the billing cycle was 30 September. No response was received from anyone advising that a calendar months notice had to be given, but in any case that would have been end of October.

Really extremely poor service for a private banking client. Really disappointed with the poor service and lack of response to emails. Add to that they shirk their responsibilities by finding absolutely unconnected reasons to reject claims.