Worst Insurance

On the 19th of February 2018 I lodged a claim with Standard Bank insurance as there was a leak on the ceiling in one my the rooms. Standard Bank did not acknowledge my claim nor get back to me regarding dispatching an assessor for my claim. I had to continuously call them but I could not get through to their claims department. Their call center is useless as it took forever to get through. When i finally got through, I was told that they were very busy and they could not help me at that point in time. Mind you the damage to the ceiling was getting worse day by day as the leak was worsening. In such matters an assessor needs to be sent the following day and the client needs to informed promptly about the decision. A company called Masinya Plumb and Build was finally contracted after fighting with Standard Bank. The contractor stated that they could only come inspect the damage on the 1st of March 2018. The damage to the ceiling was getting worse now!! After that I did not hear from the contractors and Standard Bank again. I tried calling the call center, but It is such a mission to get through. Mind you in all of this, I haven't received a single call from Standard Bank, im the one always trying to following up. I called the contractors and they told me that i must just call Standard Bank regarding the status on the claim. I finally get through on the 17th of March 2018(after so many failed attempts and waiting). The agent then tells me that my claim was rejected. I was shocked. Surely Standard Bank could have communicated this to me earlier. The agent stated that the cause of the reject was that waterproofing on the roof was not app**** properly resulting in the leak. What I dont understand is that previously I had a claim with Standard Bank for a broken geyser. The contractors that they appointed where the last people on my roof as they had to shift roof tiles in order to gain access on the roof to install the geyser. This is more or less the same area were the current leak is. 2 weeks later after the geyser was installed, it rained and there was a slight leak in the same room that there is a leak now. I called Standard Bank to inform them but they never took the matter forward. I let it go as the leak was minor and it has stopped. I think Standard Bank are the worst insurers. This matter was truly handled unprofessionally. The long wait caused the damage on the ceiling to be worse and there was lack of communication. Such decisions should be taken quickly. I also blame the previously contractors that where appointed by standard bank as they were that last people to tamper with the roof. Communication from Standard Bank is terrible and I think that they are not fit to run an insurance division. I escalated this matter for investigation on the 17 of March 2018 and I still have not been called by Standard Ban****

Claim: 18/015066