Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Standard Bank Insurance is described as an insurer that collects premiums reliably but struggles badly at claim stage. Customers consistently report unanswered emails, hour-long call centre waits and building claims declined as wear and tear. A recurring theme is that isolated consultants deliver outstanding service, yet the surrounding process leaves policyholders without water, hot water or secure gates for weeks.
Top Strengths:
- •Agent Quality & Customer Care: Individual consultants are the brightest spot. Customers name Yvonne Hugo, Nompumelelo Nkabinde, Nkululeko Nethavhani, Kwanele Mdunge and Mahlatse Mphaki as empathetic, knowledgeable and proactive, often intervening personally to unblock stalled claims. Agent Quality & Customer Care (2.6) sits well above every other theme.
Replied to 92% of negative reviews
Reply time on negative reviews: 38h 11m
TrustIndex
2.5
Ranking
#30
in Home Insurance
Reply Time
36h 2m
NPS Score
-83
Recommended: Unlikely
Replied to 92% of negative reviews
Reply time on negative reviews: 38h 11m
Nov '25 - Oct '26
Frequently Asked Questions About Standard Bank Insurance
What do customers say about Standard Bank Insurance?
Based on recent customer reviews, Standard Bank Insurance is described as an insurer that collects premiums reliably but struggles badly at claim stage. Customers consistently report unanswered emails, hour-long call centre waits and building claims declined as wear and tear. A recurring theme is that isolated consultants deliver outstanding service, yet the surrounding process leaves policyholders without water, hot water or secure gates for weeks.
What is Standard Bank Insurance's biggest strength?
Standard Bank Insurance's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. Individual consultants are the brightest spot. Customers name Yvonne Hugo, Nompumelelo Nkabinde, Nkululeko Nethavhani, Kwanele Mdunge and Mahlatse Mphaki as empathetic, knowledgeable and proactive, often intervening personally to unblock stalled claims. Agent Quality & Customer Care (2.6) sits well above every other theme.
What are the most common complaints about Standard Bank Insurance?
The most common complaint about Standard Bank Insurance, based on Hellopeter's AI analysis of recent customer reviews, is Repair & Service Provider Quality. Repair & Service Provider Quality (1.0) suffers from appointed plumbers leaving open ceilings, broken tiles and damaged doors, then disappearing. Customers repeatedly report no approved providers for gas geysers, pools, solar or rural areas, and no accountability for contractor damage.
How does Standard Bank Insurance compare to other Car Insurance companies?
Standard Bank Insurance scores 1.2 out of 5 on Hellopeter's AI analysis of service quality in Car Insurance, compared to the Car Insurance industry average of 3.2. Their strongest theme is Agent Service (2); their weakest is Pricing & Excess (1). The top AI-rated Car Insurance business on Hellopeter is OUTsurance (4.2). How is the AI Score calculated? →
Is Standard Bank Insurance trustworthy?
Standard Bank Insurance has a TrustIndex of 2.5 out of 10 on Hellopeter, based on 576 reviews in the last 12 months. They reply to 92% of negative reviews, typically within 38 hours 11 min. Hellopeter has tracked Standard Bank Insurance across 7,350 total reviews. How is the TrustIndex calculated? →
Recent reviews (576)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Apr 2014
Standard bank **** service
So we had a claim with Standard ***** bank and the claim was approved, vehicle was sent in for repairs just to find out after completion that the drivers seat was not repaired, according to standard bank it was old damage, the lady at Renew IT panel beaters in Randburg Mary Jane advised she had taken pictures to show them what all was damaged, I don't know somehow they seem to know more than us on this situation, My brother was ******ed while in that car we drove that car to the hospital that night and when at the hospital we found that the seat had been burning as charcoal fell on it, so I don't understand how can standard bank say that its old damage, was standard bank at the hospital with us when my brother passed on to see the extent of the damage caused, I emailed the lady Hlengiwe Ndima on the 15th October already and still no reply, When i try to get hold of Gabriel from Renew It for answers his another one that doesn't know what customer service is, now just because this is on hello peter, standard bank will make sure they respond to it faster than the email that was sent, cause that's the only way they seem to work is if a complaint gets put up.
1 reviews | Active since Apr 2014
Standard bank **** service
So we had a claim with Standard ***** bank and the claim was approved, vehicle was sent in for repairs just to find out after completion that the drivers seat was not repaired, according to standard bank it was old damage, the lady at Renew IT panel beaters in Randburg Mary Jane advised she had taken pictures to show them what all was damaged, I don't know somehow they seem to know more than us on this situation, My brother was ******ed while in that car we drove that car to the hospital that night and when at the hospital we found that the seat had been burning as charcoal fell on it, so I don't understand how can standard bank say that its old damage, was standard bank at the hospital with us when my brother passed on to see the extent of the damage caused, I emailed the lady Hlengiwe Ndima on the 15th October already and still no reply, When i try to get hold of Gabriel from Renew It for answers his another one that doesn't know what customer service is, now just because this is on hello peter, standard bank will make sure they respond to it faster than the email that was sent, cause that's the only way they seem to work is if a complaint gets put up.
1 reviews | Active since Apr 2025
Standard bank insurance ****
Good afternoon Hope this finds you well I Faniswa Meko with ID number *** took out a life policy with Standard bank life with policy number *** on 19,02,2024. On 11,08,2026 I received a message from Standard Bank informing me that my cover is only for accidental death. According to my knowledge when taking out life cover I was not informed that it was only accidental cover. The consultant who phoned me said that Standard bank life determined to make policy accidental cover due to my age, weight and chronic illness. When I phoned back to enquire I was informed there was a recording of said contract, but I'm still waiting for said recording after 7 days and no reference number was given as well to follow up. I as the policy holder would please like to request that Standard bank life be held accountable and if they are not able to change my policy to please refund all my payments made from the day policy was instated till up to date. Thank you Faniswa Meko
1 reviews | Active since Apr 2025
Standard bank insurance ****
Good afternoon Hope this finds you well I Faniswa Meko with ID number *** took out a life policy with Standard bank life with policy number *** on 19,02,2024. On 11,08,2026 I received a message from Standard Bank informing me that my cover is only for accidental death. According to my knowledge when taking out life cover I was not informed that it was only accidental cover. The consultant who phoned me said that Standard bank life determined to make policy accidental cover due to my age, weight and chronic illness. When I phoned back to enquire I was informed there was a recording of said contract, but I'm still waiting for said recording after 7 days and no reference number was given as well to follow up. I as the policy holder would please like to request that Standard bank life be held accountable and if they are not able to change my policy to please refund all my payments made from the day policy was instated till up to date. Thank you Faniswa Meko
1 reviews | Active since Jul 2020
Not so sure about this insurer...
Trying to cancel my credit life insurance policy. Easy right. Nope. Call centre can't do it. Send an email. Easy right. Nope. Email acknowledged. Turnaround time is 5 days. 5 days later still not cancelled and no feedback received. Absolutely useless. Stay far away from Standard Bank as they have absolutely zero standards.
1 reviews | Active since Jul 2020
Not so sure about this insurer...
Trying to cancel my credit life insurance policy. Easy right. Nope. Call centre can't do it. Send an email. Easy right. Nope. Email acknowledged. Turnaround time is 5 days. 5 days later still not cancelled and no feedback received. Absolutely useless. Stay far away from Standard Bank as they have absolutely zero standards.
1 reviews | Active since Oct 2026
Hi i did open a flexi life plan for my aunt on the 23 March 2026 it take its first
Hi i did open a flexi life plan for my aunt on the 23 March 2026 it take its first payment on the 06 April 2026 and a.next on the 30 April 2026 onwards it take every 30 the month on 30 September it take its payment like normal on the 1 of October my aunt past away so I put in my claim and after few days they say my claim is canceled because of waiting period not complete they did taken 7 premium from me so it mean even if they say it's been cover from the 6 April why did they take 7 premiums of so the first premium they take on the 6 April was for which month because according to me 30 April is for April and the 6April premium is for March help me if im wrong if im right why they don't want to pay out the money
1 reviews | Active since Oct 2026
Hi i did open a flexi life plan for my aunt on the 23 March 2026 it take its first
Hi i did open a flexi life plan for my aunt on the 23 March 2026 it take its first payment on the 06 April 2026 and a.next on the 30 April 2026 onwards it take every 30 the month on 30 September it take its payment like normal on the 1 of October my aunt past away so I put in my claim and after few days they say my claim is canceled because of waiting period not complete they did taken 7 premium from me so it mean even if they say it's been cover from the 6 April why did they take 7 premiums of so the first premium they take on the 6 April was for which month because according to me 30 April is for April and the 6April premium is for March help me if im wrong if im right why they don't want to pay out the money
1 reviews | Active since Jan 2016
Paying insurance to cover a loan that does not exist.
Standard Bank has been debiting my account for a Personal Loan which I do not have. The loan I did have was paid off in March 2022. In addition I have now received a mail which reflects an increase of this insurance payment from November 15. Countless mails in the past have yielded no response or conflicting responses to my query. The bank can not stop this debit order and refers me to Standard Bank Insurance. I have just spent the last 30 minutes on my phone with no response, only music etc. Being a pensioner I feel ****** by a bank which I trusted for years while employed. Based on my fruitless efforts to get this debit order stopped I have come to the conclusion that the only way I will be able to stop this is to close my account.
1 reviews | Active since Jan 2016
Paying insurance to cover a loan that does not exist.
Standard Bank has been debiting my account for a Personal Loan which I do not have. The loan I did have was paid off in March 2022. In addition I have now received a mail which reflects an increase of this insurance payment from November 15. Countless mails in the past have yielded no response or conflicting responses to my query. The bank can not stop this debit order and refers me to Standard Bank Insurance. I have just spent the last 30 minutes on my phone with no response, only music etc. Being a pensioner I feel ****** by a bank which I trusted for years while employed. Based on my fruitless efforts to get this debit order stopped I have come to the conclusion that the only way I will be able to stop this is to close my account.
1 reviews | Active since May 2016
Home insurance so useless
Why Standard Bank home insurance so difficult? I regret taking a home loan with Standard Bank, working with this consultant " Phumla Slaffa" is so difficult I don't know what they want , cannot get hold of her and not confirm exactly what they want
1 reviews | Active since May 2016
Home insurance so useless
Why Standard Bank home insurance so difficult? I regret taking a home loan with Standard Bank, working with this consultant " Phumla Slaffa" is so difficult I don't know what they want , cannot get hold of her and not confirm exactly what they want
1 reviews | Active since Feb 2014
The lack of urgency to provide me with the updated information through Dual Insurance refund clause and POPIA is not
For the past 4 days, I have requested the following information from Thozama Mdze and the team with the following request without success. Good day Sir/Madam Hopefully, this email finds you well. Kindly assist with an urgent escalation regarding the requested supporting documents for policy ***. As noted in the thread below, we submitted the requested policy schedule and confirmation of cover documents, but you recently requested updated versions for the dual insurance refund process. I followed up with Mme Bowes, but the matter remains pending and requires prompt resolution. Your urgent assistance in facilitating the release of these updated documents would be greatly appreciated. Warm regards MM Manana
1 reviews | Active since Feb 2014
The lack of urgency to provide me with the updated information through Dual Insurance refund clause and POPIA is not
For the past 4 days, I have requested the following information from Thozama Mdze and the team with the following request without success. Good day Sir/Madam Hopefully, this email finds you well. Kindly assist with an urgent escalation regarding the requested supporting documents for policy ***. As noted in the thread below, we submitted the requested policy schedule and confirmation of cover documents, but you recently requested updated versions for the dual insurance refund process. I followed up with Mme Bowes, but the matter remains pending and requires prompt resolution. Your urgent assistance in facilitating the release of these updated documents would be greatly appreciated. Warm regards MM Manana
1 reviews | Active since Jun 2011
Appalling service
So my dad passed away and all his accounts and house went into an estate. It has been over a year of his passing and still standard bank credit life did not settle on of his accounts due to some sort of dispute. Now I am confused what this dispute would be as they have the death certificate what more do they do they need to settle this account. In order for the estate to close their files they need one account to be closed by standard bank to finalise that estate.
1 reviews | Active since Jun 2011
Appalling service
So my dad passed away and all his accounts and house went into an estate. It has been over a year of his passing and still standard bank credit life did not settle on of his accounts due to some sort of dispute. Now I am confused what this dispute would be as they have the death certificate what more do they do they need to settle this account. In order for the estate to close their files they need one account to be closed by standard bank to finalise that estate.