1 reviews | Active since Aug 2025
Urgent Complaint Regarding Claim Delays and Poor Service – Claim from 16 July 2025
Dear Standard Bank Insurance,
I am writing this email to formally lodge a serious complaint regarding the unacceptable handling of my insurance claim, reported on the evening of 16 July 2025, following a burst pipe at my residence. To say that I am furious would be an understatement. The lack of urgency, communication, and overall disregard for the condition of my home and wellbeing of my family is appalling. I have been a loyal customer since 2014, and this is by far the worst service I have ever experienced.
Here is a detailed outline of the issues:
1. Delayed Response and Inaction On 17 July 2025, Eezy Contractors arrived and replaced the burst pipe — a pipe which I had to purchase myself, as insurance did not cover it. I was told the damage report would be submitted and an assessor would be sent. Nothing further happened for two weeks. 2. Late Assessment and No Feedback On 30 July 2025, an external assessor finally came to my property. She waited over 2 hours on-site trying to get approval from Standard Bank — which, at the time of writing, I am still waiting for. This level of inefficiency is absolutely unacceptable. The assessor also mentioned that the delays are due to a new internal system you’ve moved to. That might explain the disorganization — but it does not excuse it. A customer should not be made to suffer due to internal changes. No follow up calls no engagement through this whole process. 3. Ongoing Water Damage and Unliveable Conditions Due to the delay, my home has suffered extensive water damage. The walls and flooring are still wet, my children’s bedroom smells of damp, and the hallways are damaged. The living conditions are not only uncomfortable — they are unsafe, particularly for my children who are exposed to these unhealthy conditions daily. 4. Underinsurance Claim – Never Communicated Since 2014 The external assessor informed me that I am underinsured and will not receive a full payout for the damages. I have been insured with you for over 10 years, and not once was I informed that I am underinsured. Do not refer me to the fine print of a policy document — your obligation was to ensure that your clients are aware of their coverage adequacy. It is highly ********* to withhold this information until a claim is made, only to use it to reduce your payout obligations. Do not refer me to policy fine print — I expect clear communication from a service provider, especially one that collects premiums consistently. 5. Selective Repairs and Unacceptable Solutions o I was told only two walls in the kitchen will be painted, while the remaining walls— will remain untouched unless I cover the cost. That is completely illogical and unacceptable. o My kitchen cupboards are damaged. Only one unit will be fully replaced, while the rest will only have the carcasses replaced, not the doors. To make matters worse, I was told the countertops are outdated (11 years old) and the replacements may not match, leaving me with a mismatched kitchen. o There was no proper inspection of possible damage under the toilet kitchen tiles. I was told if only one tile is damaged, only that tile will be replaced — this patchwork approach is insulting and speaks volumes about the quality of service being offered. 6. Emotional Distress and Health Risks This entire situation has caused undue stress and anxiety. My children are sleeping in a cold, damp room, and the lack of urgency to remedy the damage puts their health at risk. This defeats the entire purpose of having insurance — which is meant to provide peace of mind, not added trauma and frustration. I have re-attached one of the videos previously sent to you to once again highlight the extent of the flooding in my home and the unacceptable manner in which it’s being handled.
I expect an urgent response addressing each of these issues. I demand that proper and complete repairs are carried out without further delay, and that you treat this matter with the seriousness and professionalism it deserves. If this is not resolved to my satisfaction immediately, I will not hesitate to escalate this to the Ombudsman for Short-Term Insurance (OSTI) and take all necessary steps to ensure accountability.
I await your prompt and formal response.
Regards Ayesha
| SVC_ZAInsuranceExecutiveComplaintsTeam
| Standard Bank of South Africa
| Email address ***
|
| Standard Bank Group
| SVC_ZAInsuranceExecutiveComplaintsTeam
| Standard Bank of South Africa
| Email address ***
|
| Standard Bank Group
- My kitchen cupboard is unstable and could fall at any moment, posing a safety risk.
- There is a strong damp smell throughout my home, particularly in my children’s bedroom, which remains cold and damp. This is not only uncomfortable but potentially harmful to their health.
- It has now been over two weeks since the incident, and despite my detailed complaint and repeated follow-ups, there has been no meaningful progress or resolution.
- A clear update on the current status of my claim.
- Confirmation of when repairs will commence.
- Assurance that the full scope of the damage, including the kitchen and children's room, will be properly addressed.
- A point of contact I can engage with directly to ensure consistent and transparent communication.
- My kitchen cupboard is unstable and could fall at any moment, posing a safety risk.
- There is a strong damp smell throughout my home, particularly in my children’s bedroom, which remains cold and damp. This is not only uncomfortable but potentially harmful to their health.
- It has now been over two weeks since the incident, and despite my detailed complaint and repeated follow-ups, there has been no meaningful progress or resolution.
- A clear update on the current status of my claim.
- Confirmation of when repairs will commence.
- Assurance that the full scope of the damage, including the kitchen and children's room, will be properly addressed.
- A point of contact I can engage with directly to ensure consistent and transparent communication.
Unfortunately, the managers do not take direct calls and have no direct contact lines. I was told the matter would be escalated and that someone would call me back.
Unfortunately, the managers do not take direct calls and have no direct contact lines. I was told the matter would be escalated and that someone would call me back.