1 reviews | Active since Jun 2012
Urgent Dissatisfaction with Claim Handling
I am writing to express my extreme dissatisfaction with the handling of my building insurance claim, submitted in October 2024, after the heavy rains in Port Elizabeth.
After more than two months of back-and-forth, a contractor (RPS Group) only arrived on 3 December 2024. However, they came to paint instead of addressing the core issue: the leaking roof. This approach is entirely illogical and does not resolve the primary damage caused by the rains.
I have made numerous calls to Standard Bank regarding this matter. Each time, I am promised that the issue will be resolved, yet nothing meaningful has been done. To make matters worse, I was told that the previous contractor needs to fix the roof, but I was never informed of who that contractor was. This is particularly frustrating as the previous work took place before I moved into this house.
This lack of accountability and responsiveness is unacceptable. I trusted Standard Bank to provide reliable insurance coverage and efficient support during times like this, but your service has been far from satisfactory.
I urge you to take immediate action to resolve this matter by:
1. Ensuring the roof is properly repaired to prevent further damage.
2. Providing clear communication and accountability regarding the contractors involved.
3. Offering a timeline for when the issue will be resolved in full.
I look forward to your urgent response. Please treat this matter with the seriousness it deserves, as the delay is causing significant inconvenience and distress.
Thank you for affording us the opportunity review the complaint.
Kindly note we have engaged the claims department and assessor to understand how the claim was validated.
The assessor advised no damage was noted on the roof and the only reason explanation was wind driven rain that caused the result in damages.
Should you disagree with our reasons , you are entitled to provide us with documented proof to the contrary, obtained from a suitably qualified independent party for further review.
Please note that in terms of our Complaints Procedure, this is our final response, and we will be closing the complaint from our side.
Should you be dissatisfied with the decision in any way, you may refer your complaint to the National Financial Ombud Scheme of SA (NFO)
.
Kindly note that you need to do so within 90 (ninety) days from the date of this letter:
The details are as follows:
Their contact details are as follows:
Email is ***
Website is www.nfosa.co.za
Telephone is ***
Address: 110 Oxford Road, Rosebank
Kind regards
Mahommed Khan
Social Media and Executive Complaint Specialist /Standard Insurance Limited / Insurance Complaints"
"
Thank you for affording us the opportunity review the complaint.
Kindly note we have engaged the claims department and assessor to understand how the claim was validated.
The assessor advised no damage was noted on the roof and the only reason explanation was wind driven rain that caused the result in damages.
Should you disagree with our reasons , you are entitled to provide us with documented proof to the contrary, obtained from a suitably qualified independent party for further review.
Please note that in terms of our Complaints Procedure, this is our final response, and we will be closing the complaint from our side.
Should you be dissatisfied with the decision in any way, you may refer your complaint to the National Financial Ombud Scheme of SA (NFO)
.
Kindly note that you need to do so within 90 (ninety) days from the date of this letter:
The details are as follows:
Their contact details are as follows:
Email is ***
Website is www.nfosa.co.za
Telephone is ***
Address: 110 Oxford Road, Rosebank
Kind regards
Mahommed Khan
Social Media and Executive Complaint Specialist /Standard Insurance Limited / Insurance Complaints"
"