Hellopeter
Share Your Experience
RH
Robin H

1 reviews | Active since Sept 2019

15 May 2025, 12:32

URGENT COMPLAINT – No Feedback on Approved Claim

Subject: URGENT COMPLAINT – No Feedback on Approved Claim TUP/2025/395239

To whom it may concern at Standard Insurance Limited,

I am writing this complaint out of deep frustration and disappointment at the lack of service and communication I have experienced regarding my approved insurance claim TUP/2025/395239 under policy TUP***.

Despite multiple follow-ups – including three separate emails (the most recent sent on 14 May 2025) – I have yet to receive any form of meaningful feedback, timelines, or next steps from either the claims team or the appointed contact person, Kgomotso Dibete, whose contact details were provided in your initial response.

This level of neglect and silence is not only unprofessional but entirely unacceptable for a financial institution that claims to value its clients and their time. I lodged this claim in good faith and was relieved to receive confirmation that it was authorized. However, the absence of any subsequent engagement has left me completely in the dark.

I am now forced to escalate this matter publicly in the hope that management will intervene and take responsibility for ensuring this claim is processed and resolved without further delay. The lack of urgency and basic courtesy shown is simply shocking.

If I do not receive a resolution and formal feedback within 48 hours, I will consider taking this matter to the Ombudsman for Short-term Insurance and lodging further complaints across social platforms and regulatory channels.

I urge Standard Insurance Limited to take this matter seriously and act immediately.

0
Replies (2)
RH
Robin H's update16 May 2025, 09:57
Reviewer Update
Subject: UNACCEPTABLE SILENCE – Follow-up on Ignored Claim TUP/2025/395239
To the Management of Standard Insurance Limited,
This is now my FOURTH attempt to get a response regarding my approved insurance claim TUP/2025/395239 on policy TUP*** – and I am still being completely ignored.
I have emailed multiple times, as early as 9 May 2025, and again on 14 May, clearly requesting urgent feedback. Your representative Kgomotso Dibete, who was provided as the contact person, has failed to respond. The TouchUp Claims team has also failed to provide ANY update or even basic acknowledgment.
Let me be absolutely clear: your silence is unacceptable. It shows complete disregard for your clients, and I now question whether Standard Insurance is capable of honouring its commitments in good faith. An authorized claim should not take over a week with zero communication.
You leave me no choice but to take this further:
  • I will now be filing a formal complaint with the Ombudsman for Short-Term Insurance (OSTI).
  • I will be sharing this experience across all public consumer channels including social media, consumer watchdogs, and industry forums.
  • I will be demanding a written explanation as to why this matter was ignored despite multiple documented requests.
This is not how a reputable insurer should operate. You have 24 hours to respond before I proceed with full escalation.
RH
Robin H's update19 May 2025, 09:07
Reviewer Update
Subject: Standard Insurance Ignoring Client After Claim Approval – Now Escalated to Regulatory Level
To Standard Insurance Limited Executive Management and Public Relations,
This is now my final warning before I proceed with legal and regulatory action.
Claim reference: TUP/2025/395239
Policy number: TUP***
Claimant: Robin Hoffman
Contact: *** | ***
My claim was approved on 8 May 2025, yet to date (15 May 2025) – ONE WEEK LATER – I have received no contact, no explanation, and no resolution. I have sent FOUR formal emails, all completely ignored.
*** and *** have failed to respond or even acknowledge receipt. The contact person you provided, Kgomotso Dibete, has been uncontactable.
This is now beyond poor service – it is gross negligence and a breach of the Treating Customers Fairly (TCF) principles. Your inaction has caused unnecessary stress, wasted time, and raised serious questions about the integrity of Standard Insurance as a service provider.
As of today, I have:
  • Initiated a complaint with the Ombudsman for Short-Term Insurance (OSTI).
  • Begun drafting a formal letter of demand for breach of service.
  • Compiled all evidence of communication failures to support my case.
  • Flagged this matter to social media platforms and industry forums to warn other potential customers.
This is your last opportunity to act professionally and resolve this matter before it escalates into a full public and legal dispute. I expect an immediate written response and the completion of this claim within 24 hours – failing which I will proceed without further notice. Your slogan says, “It Can Be.” Sadly, this experience has proven that when it comes to Standard Insurance, it clearly can’t be trusted. Robin Hoffman
***
***