Unprofessional and Pathetic Service

<p>It's taken about a month to get my building claim sorted. And it's still not complete. Standard Bank you call center service is appalling and your supplier service is pathetic. I will be sure to remove our bank accounts, homeloan and short term insurance from this "going knowhere slowly" bank. Calling to the call centre is roughly 30 - 35 min. This is not my first claim whereby i have received pathetic and appalling service. below is a letter which i had written to complain about the service i recieved from the first claim and months later i recieved feedback stating "your claim was rejected".</p> <p> </p> <p>Att: Standard Bank Short Term Policy Complaints</p> <p>Mr Johan Van Greuning </p> <p>***</p> <p> </p> <p>Policy number: HLB***</p> <p> </p> <p>I would like to contest my claim lodged against Standard Bank Short Term Insurers due to the following.</p> <p>On the 01 February 2016, i contacted Std Bank Claims Call Centre to report damage to my pool.</p> <p>The call centre agent was not very helpful and set an impression of being inexperienced in your claims processes and did not seem capable of arranging a simple request of getting an Assessor out to my property to view the extent of the damage to the pool, I was put on hold for more than 10 minutes. It seems that this is a common practice from Standard Banks side from what has been posted online by your customers.</p> <p>An Assessor (employee of Pool Doctor) came to my home 8 February 2016. He was not friendly and did not communicate, as if he was doing me a favour to come around and not a service. He took a few pictures and left. Was the gentleman a registered Assessor belonging to a professional body?</p> <p>I would like to request Standard Bank to outline your claims process as it is definitely not in alignment with TCF compliancy. There was no feedback from Standard Banks and i decided to follow up 15 February 2016 9:05am when i spoke with your agent, Sadia who once again kept me on hold and finally informed me that my claim had been rejected on 10 February 2016. I requested this ‘detailed’ report and to date have not received anything which ones again reflects your bad customer services. She did however mention that it had been rejected due to the age of the pool and wear/tear, terms commonly utilised by Standard Bank Short Term Insurers. Please may you provide me with evidence of the test which had been conducted leading to the claim being rejected? The property was purchased 2 years ago and had been checked as part of the offer to purchase and had been optimally maintained ever since. The damage was caused by rocks which found on the floor of my pool after i had returned from a short vacation and not from loose Silicone/old age.</p> <p>It seems that from the onset, Pool Doctor has a solid relationship with the Insurer to an extent that obviously cements a profitable, fruitful and long-term relationship to both and at the brunt of the insured from whom have collected your premiums timorously. I find your rejection to be based on low substance along with ********* practices involving low transparency/ unprofessionalism.</p> <p>Please view my claim in a serious manner or i would have to litigate and forward my case to the Office of The Ombudsman.</p> <p> </p> <p>Kind Regards</p> <p> </p>