Unfair Rejection of Credit Insurance Claim & Failure to Provide Proof of Clause

My name is Nhlanhla Mthethwa, and I am raising a formal complaint regarding the unfair rejection of my credit insurance claim by Standard Bank.

My claim was rejected based on a clause that Standard Bank cannot provide, despite multiple requests. I have repeatedly asked for:

A copy of my full credit insurance policy,

The exact clause Standard Bank is relying on, and

Any documentation that supports the decision.

To date, no one has provided these documents.

It is unacceptable to reject a claim without furnishing the customer with the written terms and conditions that justify the rejection. The lack of transparency raises concerns about fairness, compliance, and the accuracy of the decision.

I request:

Immediate provision of the full policy document applicable to my credit insurance.

Exact wording and proof of the clause used to decline my claim.

A full reassessment of my claim with a written, transparent explanation.

I trust Standard Bank will resolve this professionally, and fairly.