Unfair Rejection by Standard Bank Home insurance

am extremely disappointed with the service I have recently received from the Standard Bank Insurance department regarding my claim (Reference: HLB/2026/481792).

when I phoned in this morning to follow up, I was informed by the consultant that my claim had been rejected. I was advised that a rejection letter would be sent to me, but to date, I have not received any formal communication explaining the reasons for the rejection.

What makes this situation even more concerning is that a few years ago, I submitted a claim for the exact same issue — my driveway collapsed due to a burst municipal storm drain, which also caused damage to the top section of my yard. That claim was assessed and approved by Standard Bank assessor named Joseph, and the repairs were authorised and completed. Given that this current claim relates to the same fault and circumstances, I respectfully request that the bank review its records and reassess my claim accordingly. It is very frustrating to be paying for insurance services and then have a claim rejected without clear explanation, especially when a similar claim was previously approved. I trust that this matter will be investigated thoroughly and handled fairly.

I can be contacted on *** or email ***.