VERY BAD CLAIMS SERVICE - STORM DAMAGE DEC 2022 - NO REPAIRS DONE AS AT 11 FEB 23

Importance: High Dear Resolution Center, I am a client of Std Bank for the past 40 Years... In reference to the abovementioned matter, I reported to your claims dept early December 2022. I informed them the 2-meter Skylight waterproofing was damaged by the heavy hail storm we experienced. They contacted a Skylight repairer, which was not needed, as the roof waterproofing around the skylight was damaged. The claims lady did not listen to my conversation and therefore the Skylight service provider informed them the Skylight was not damaged, due to the roof waterproofing being damaged by those large hail stones, however, the internal damage must be attended to.(ie) painting and laminated flooring.

They appointed a carpet contractor from Pretoria, and I was informed by the call center agent, I preferred the same supplier, selected by SIL on a previous claim, damage after roof claim damage. I contacted them and provided SIL with a quote I obtained. The supplier informed me after their inspection, if they replace half of the room, there will be a significant color difference, therefore a full room must be replaced. The quote was submitted and to date no one contacted me.???

To date as per the number of communication attached, I was informed several times by Prudence Vrede that the matter will be escalated. I emailed again two weeks ago and was informed an internal accessor was appointed. At that time, I asked the call center agent who answered my call, to contact the assessor while I was on the phone, which she did and informed me he would contact me to make an appointment. That was a week ago!!! Sadly, I am still awaiting his call for an appointment to assess the damage.

It is the 1st of February 2023 and my claim is still not settled. I’ve attached all the read receipts, actual emails, and escalations by Prudence. I spoke to Praveen Numickum and he requested I call him again if we have no response to escalating to SIL Claims Director and Mr. Sim Tshabalala's PA.

ALL COMMUNICATION WAS READ AND IGNORED AS PER THE EVIDENCE ATTACHED TO THE STD BANK RESOLUTION CLAIMS DEPT. IT'S RAINING PERSISTENTLY SINCE 9TH FEB TO TODAY AND CONTINUING. MORE DAMAGE IS IMMINENT.