1 reviews | Active since Jan 2022
VERY DISAPPOINTED, INDEED
I received a call from Standard Bank Insurance stating our claim (23/065694) was rejected by their assessor due to “Wear and Tear”. Their appointed contractor did his assessment and even told me “Approved” from his side. The concrete cracked really bad and the tiles lifted up in a room on the first floor of our house. I phoned the bank and asked how the bank’s assessor determined the cause of damage was “Wear and Tear”, based on what assessment? Minutes later I received a Mail with a letter attached, stating the claim was rejected due to “No Insurance Event” Even severe cold weather can cause concrete to damage if it shrinks. Irrespective wat the cause was it’s just very convenient to change the outcome by adapting Standard Bank Insurance’s approach in dealing with claims. This is the second claim that Standard Bank Insurance found a way around, by not honoring a claim ( 21/042271). Our previous claim was for the roof that started leaking after we had a severe thunderstorm, even trees was blown over in our street. The contractor that was appointed by the Standard bank Insurance even asked us which color we want the water damaged walls painted in one of the rooms? That claim was also rejected by the assessor of Standard Bank Insurance, stating it due to a (Lack of Maintenance) It seems either the contractor misled us or the Standard Bank Assessor used a different approach again to ensure the claim can’t be honored. Its sure sounds like the Standard Bank Assessor wants us to believe a “Lack of Maintenance” is caused by a thunderstorm, because the roof is leaking? Meaning a thunderstorm can’t cause roof damage, which will result in a leaking roof even if the roof had no previous problems. It can’t be so difficult to understand that a gust of wind can damage a zinc roof, the wind tearing at the roof can cause weak spots in the zinc overlays, which can result in water leaks. For the record the letter I received by mail less than two hours ago from Standard Bank Insurance stating “No Insured Event” still refers to our previous address, that house in the Northern Cape was sold more than six years ago. This proves how much you know about us, part of your paying clientele and what happened at our property in Pretoria, where we reside. Standard Bank Insurance this looks more like bullying, I’m very disappointed in your level of service and stance on honoring claims. This client needs to find an alternative to Standard Bank Insurance ASAP.
Shaun Coetzee
Morning, instead of addressing the claim with the info as stated above and using the information received from their appointed service provider Standard Bank Insurance sends me this mail:
"Please be advised that I am the complaint specialist that will be investigating and reviewing the matter. Kindly forward us report from your own service provide indicating the cause of damage so the claim can be reviewed"? What tactics is this?
Seems when this complaint was escalated, the above complaint was not read or maybe not understood.
Now the “No Insured Event”, as stated by Standard Bank Insurance requires my self-appointed services provider to do an assessment?
Why do I need to send Standard Back Insurance a report by my own appointed service provider? The problem was already addressed and the work approved by their own appointed service provider. I spoke to their appointed service provider this morning again, he said it’s up to the bank to approve or decline the claim. What is the purpose if Standard Bank Insurance sends out their own service provider and then rejects the claim?
Standard Bank Insurance I will be sharing my complaint and your responses on every available media platform and to anyone willing to listen. We WILL be taken all our business elsewhere.
Morning, instead of addressing the claim with the info as stated above and using the information received from their appointed service provider Standard Bank Insurance sends me this mail:
"Please be advised that I am the complaint specialist that will be investigating and reviewing the matter. Kindly forward us report from your own service provide indicating the cause of damage so the claim can be reviewed"? What tactics is this?
Seems when this complaint was escalated, the above complaint was not read or maybe not understood.
Now the “No Insured Event”, as stated by Standard Bank Insurance requires my self-appointed services provider to do an assessment?
Why do I need to send Standard Back Insurance a report by my own appointed service provider? The problem was already addressed and the work approved by their own appointed service provider. I spoke to their appointed service provider this morning again, he said it’s up to the bank to approve or decline the claim. What is the purpose if Standard Bank Insurance sends out their own service provider and then rejects the claim?
Standard Bank Insurance I will be sharing my complaint and your responses on every available media platform and to anyone willing to listen. We WILL be taken all our business elsewhere.
Standard Bank Insurance, still no reply?
Standard Bank Insurance, still no reply?
I have received a second private message from Standard Bank Insurance on the 17 August 23:
"Dear Valued Client
We apologise for any frustration and inconvenience caused. This matter has now been escalated to a senior in the department, who will be contacting you shortly to attend to your concerns.
Kind regards
Insurance Complaints Department"
Unfortunately, it's now six days later and I have not been contacted as promised. We have since realized. that the damage could have been caused by the recent earthquake be experienced. I remember one morning being woken at about 03:00AM. I actually remember feeling the last seconds of the earthquake moving through the house.
In eight days, this owner needs to pay the Titleholder and Insurance (Both Standard Bank)...
I will post the next update soon.
I have received a second private message from Standard Bank Insurance on the 17 August 23:
"Dear Valued Client
We apologise for any frustration and inconvenience caused. This matter has now been escalated to a senior in the department, who will be contacting you shortly to attend to your concerns.
Kind regards
Insurance Complaints Department"
Unfortunately, it's now six days later and I have not been contacted as promised. We have since realized. that the damage could have been caused by the recent earthquake be experienced. I remember one morning being woken at about 03:00AM. I actually remember feeling the last seconds of the earthquake moving through the house.
In eight days, this owner needs to pay the Titleholder and Insurance (Both Standard Bank)...
I will post the next update soon.
Feedback received from Standard Bank Insurance
Good day Mr Coetzee
Thank you for affording us the opportunity to review the claim.
Kindly note that the reason no insured event and wear and tear was used is because the tile lifted due to expansion and contraction. There is no insured event, and it would occur over time which would relate to wear and tear.
With regards to 21/042271 it was also rejected due to wear and tear lack of maintenance
Should you disagree with our reasons to repudiate the claim, you are entitled to provide us with documented proof to the contrary, obtained from a suitably qualified independent party for further review.
We regret our reply could not be more favourable.
We will be closing the complaint from our side.
Although we aim to assist our clients wherever possible, we are bound to act within your insurance policy’s terms and conditions.
Please note that in terms of our Complaints Procedure, this is our final response.
Should you be dissatisfied with the decision in any way, you may refer your complaint to the Ombudsman for Short term Insurance.
Kindly note that you need to do so within 90 (ninety) days from the date of this letter:
The details are as follows:
The Ombudsman for Short Term Insurance.
PO Box 32334
Braamfontein 2017
Phone number: ***
Fax number: ***
Email no: ***
Our business will be concluded soon.
Feedback received from Standard Bank Insurance
Good day Mr Coetzee
Thank you for affording us the opportunity to review the claim.
Kindly note that the reason no insured event and wear and tear was used is because the tile lifted due to expansion and contraction. There is no insured event, and it would occur over time which would relate to wear and tear.
With regards to 21/042271 it was also rejected due to wear and tear lack of maintenance
Should you disagree with our reasons to repudiate the claim, you are entitled to provide us with documented proof to the contrary, obtained from a suitably qualified independent party for further review.
We regret our reply could not be more favourable.
We will be closing the complaint from our side.
Although we aim to assist our clients wherever possible, we are bound to act within your insurance policy’s terms and conditions.
Please note that in terms of our Complaints Procedure, this is our final response.
Should you be dissatisfied with the decision in any way, you may refer your complaint to the Ombudsman for Short term Insurance.
Kindly note that you need to do so within 90 (ninety) days from the date of this letter:
The details are as follows:
The Ombudsman for Short Term Insurance.
PO Box 32334
Braamfontein 2017
Phone number: ***
Fax number: ***
Email no: ***
Our business will be concluded soon.