1 reviews | Active since Jul 2015
Why does Standard bank leave their clients living like ***s due to their incompatible staff not attending to their claims in time?
Why does a paying customer for 11-12 years get this treatment???
So this is my story On the 9th of December 2022 I logged a claim as my walking closet got rain damage due to the roof thats leaking (i claimed for both)so the contractors came out done their part and so we waited for the banks assessor and the wait continued till 9 March 2023 so Mnr.Y Moosa came to my house done the assessment and while doing the assessment he politely tells me his friend does roofs he'll send him my nr then he can help me ?Anyway there I knew that this guy is busy with something but never the less Monday 28 March 2023 we get a email not even a phone call as this is a bank things should be done professionally that our claim has been denied due to wear and tare don't understand that as the cupboards was fitted less than 6 years ago out of my own pocket the roof was sealed not even a year ago so how is this even possible ? I've claimed once on my homeloan insurance for our geyser and that contractors even cut my daughters roof to make their own trap door as they felt the one in the bathroom was to far for them me as a customer had to accept it ? NOW my cupboards was removed 2 months ago now Standard bank refuses to replace them how is this even fair Standard bank no its not why am I not the only customer that feels you guys gave us false advertising the day we bought our houses where is your loyalty to your customers 11 years of paying you guys for what for every claim to be rejected why must the ombudsman and hello Peter always do your work for you this is unacceptable and really not fair towards a paying customer please you guys took your time to assist the matter now its not your baby doesn't work like that Standard Bank give your customers the treatment they were promised and the treatment they deserve we are nog ***s to live like ***s because Standard bank brakes down our hard work and refuses to repair it No its not oky and try phoning no number no emails gets given as its policy why are we then paying if we're not allowed to speak to the people working with our claims is it because your staff gets paid for doing nothing ?
Thank you for affording us the opportunity to review the claim.
Kindly note we have received the assessors report to determine the outcome of his assessment. it has been noted as per the below comments that the damage did not occurred from one insured event but over a period of time.
Taking the above into account, it is evident that the damages sustained occurred gradually over a period of time due wear and tear/defects and the claim may be rejected on this basis. The above may be referenced with the following clause of the Policy as it pertains to the exclusions: Policy exclusions This policy does not cover any claims for loss, damage, death, injury, or liability that follows directly or indirectly from any of the following events: 7. Wear and tear Wear and tear or a cause that acts slowly, for example age, rust, and damp. It also includes insects or vermin (such as rats). 8. Defects Defects in design, materials, or construction.
He also noted that the roof has small holes that can be viewed from the inside of the roof this could be due to poor installation of the water proofing or the roof nails have lifted allowing the water to entre.
Kindly note that you can provide us with your own report stating what the reason for the water leak and we can review the claim further.
For this reason we are not able to overturn the rejection.
We regret our reply could not be more favorable.
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 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 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: ***
Kind Regards
Mahommed Khan
Consumer and High Net Worth / Insurance Complaints
Social Media and Executive Complaint Specialist
Customer Resolution Centre
Tel: ***/ www.standardbank.com
For escalations, please contact:
1st Escalation – Senior Manager:
Railene Govender / ***
2nd Escalation- Head of Department:
Louis Muzangwa / ***
Standard Bank / South Africa / A member of Standard Bank Group
Thank you for affording us the opportunity to review the claim.
Kindly note we have received the assessors report to determine the outcome of his assessment. it has been noted as per the below comments that the damage did not occurred from one insured event but over a period of time.
Taking the above into account, it is evident that the damages sustained occurred gradually over a period of time due wear and tear/defects and the claim may be rejected on this basis. The above may be referenced with the following clause of the Policy as it pertains to the exclusions: Policy exclusions This policy does not cover any claims for loss, damage, death, injury, or liability that follows directly or indirectly from any of the following events: 7. Wear and tear Wear and tear or a cause that acts slowly, for example age, rust, and damp. It also includes insects or vermin (such as rats). 8. Defects Defects in design, materials, or construction.
He also noted that the roof has small holes that can be viewed from the inside of the roof this could be due to poor installation of the water proofing or the roof nails have lifted allowing the water to entre.
Kindly note that you can provide us with your own report stating what the reason for the water leak and we can review the claim further.
For this reason we are not able to overturn the rejection.
We regret our reply could not be more favorable.
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 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 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: ***
Kind Regards
Mahommed Khan
Consumer and High Net Worth / Insurance Complaints
Social Media and Executive Complaint Specialist
Customer Resolution Centre
Tel: ***/ www.standardbank.com
For escalations, please contact:
1st Escalation – Senior Manager:
Railene Govender / ***
2nd Escalation- Head of Department:
Louis Muzangwa / ***
Standard Bank / South Africa / A member of Standard Bank Group