Unauthorised Policy Cancellation & Poor Claims Handling – Standard Bank Insurance

I am extremely disappointed with Standard Bank Insurance (Standard Insurance Limited) and the way my building insurance policy and claim have been handled.

On 28 January 2026, I reported a serious roof leak in my kitchen. This damage occurred after an insurer-appointed service provider removed a geyser, which directly caused deterioration of the ceiling. The situation is now dangerous and poses a real safety risk.

After multiple follow-ups and escalations, I was eventually told that no claim could be registered because my policy had been cancelled.

This is unacceptable.

Serious Failures by Standard Bank Insurance:

My policy was cancelled without my knowledge or consent

I received no notification whatsoever — no email, SMS, phone call, or letter

No reason or notice period for the cancellation was provided

Despite ongoing engagement with Standard Bank staff, no one disclosed that my cover was cancelled

In July, when Standard Bank could not appoint a service provider in Queenstown, I made my own arrangements in good faith, fully believing my policy was still active

I have suffered financial prejudice and unnecessary stress as a direct result of this failure

To date, Standard Bank Insurance has failed to answer basic questions:

Who cancelled my policy?

On what date?

On what legal or contractual basis?

Why was I never informed?

What makes this worse

This is not just poor service — it reflects a serious breakdown in governance, transparency, and Treating Customers Fairly (TCF). Customers cannot be expected to protect themselves when insurers cancel policies silently and only reveal this when a claim is lodged.

Resolution Required

I am demanding:

A full written explanation of the policy cancellation

Proof of any communication allegedly sent to me

Immediate review and reinstatement of the policy (where applicable)

Fair consideration and resolution of the claim, given that the damage occurred while I reasonably believed I was insured

If this matter is not urgently resolved, I will escalate it to the Insurance Ombudsman and other relevant regulatory bodies.

Standard Bank Insurance needs to take accountability for this failure.