Urgent Complaint: Unacceptable Delay in Claim Processing – ***|006955

Dear Standard Bank Insurance Team,

I am writing to raise a formal complaint about the lack of action and poor service regarding my claim for the lightning strike that damaged my home’s security system on 12 November 2024.

The claim was reported on 13 November, and Redneo was assigned to carry out the necessary repairs. Despite numerous follow-ups via your call centre on 22/11, 25/11, 27/11, 02/12, and 04/12, I have been repeatedly told that approval and authorisation are still outstanding. On 04 December, I lodged an official complaint, only to learn later that day from Redneo that the delay was caused by Standard Bank Insurance failing to assign an assessor to the case.

This delay is completely unacceptable. My security system is still not functioning, leaving my home vulnerable as I prepare to go on holiday. Additionally, my alternate insurer, Outsurance, has made it clear that they will not cover any claims for theft if the alarm system is not operational.

I urge you to take immediate action to resolve this matter. Assign an assessor without further delay and ensure that repairs are completed as a matter of urgency. If I do not see progress within 48 hours, I will escalate this issue to higher authorities and explore further avenues to seek redress.

The current level of service is far below the standard expected from Standard Bank Insurance, and I hope you will address this matter with the seriousness it warrants.

Yours sincerely,