Cliam service

Good day Adeela

I sent you a message as shown below of when you can call me but unfortunately you did not call me, I called into your contact centre in the morning and requested to speak to you and told you were in a meeting and left my details for you to call me back and then I called again after 13.00 and you still in a meeting what is really going on Standard bank insurance claims department and your the manager of the team, what that reflecting account you.

I am angry as hell with an insurance that was not clear to me in the begain I have a broken TV that cost me R8500 and when I cliamed I only got R2300 and some change, what is the reason for taking out insurance in the first place if it does not work for me as a client REALLY what is the reason and where is the policy wording documention that reflect all my contante covered under my roof, what is the meaning of house hold insurance if it's only gonna check all your values only when you claim and not before they take your money.

Adeela I am not happy with the money I was given how long is it gonna take me to put together the money I was given, why did you'll not tried to fix it instead of giving the money given this is an insult to me and I don't know what to ever do with this money honestly. Should I not assisted I think it's best I take it to the insurance ombudsman and will add this e-mail as is on hellopeter.

I am your client, I am not happy, please do something about it.

UNHAPPY CLIENT

Zama Mthalane ********** 475

Sent from Outlook

From: Zama Mthalane Sent: Tuesday, January 30, 2018 9:20 AM To: Mangera, Adeela A Cc: Thusi, Karabo K; Metsi, Prudence P Subject: Re: Unhappy client SHS ********** 09 Good day

Thank you for your response and my apologize in regards to late communication back as I did not have access to my e-mails. May I kindly request you call me back at 9.30am or 12 as I will be available then.

Regards

Zama Mthalane

********** 475

Sent from Outlook

From: Mangera, Adeela A ********** Sent: Thursday, January 25, 2018 7:02 PM To: Zama Mthalane Cc: Thusi, Karabo K; Metsi, Prudence P Subject: RE: Unhappy client SHS ********** 09 Good Evening Mrs Mthalane,

I confirm receipt of your email and would like to apologies for the service that you received and inconvenienced caused in this matter.

Kindly confirm when is a convenient for me to give you a call in order and on which number can I reach you on.

Regards

SB-Logo-03

Adeela Mangera

Manager: SIL/Stansure Claims: Non Motor

Tel +27 10 ********** | Fax: **********

CVOP | 4Ellis Street | First Floor, Block A Pillar 4 Blue | Constantia Kloof | 1709

********** / www.standardbank.com

SB-Arrow-STANDARD-Eng

BlogFacebookTwitterLinkedInYoutubeInstagram

From: Zama Mthalane ********** Sent: 24 January 2018 03:20 PM To: Mangera, Adeela A ********** Complaint Resolution Centre ********** Subject: Unhappy client SHS ********** 09

Good day

I would like to bring to your attention the disappointment of bad service that was given by one of your client service consultant who was dealing with my claim Constance Selepe, I attached e-mails of which I was sending to her and she never responded and only when I called my claim was attend too. On the 18/01/2018 I called again to do a follow up and was told she was busy finalizing it and will communicate with me by close of business or the following morning by Tumi who put me on hold for no reason. On 22/01/2018 still no communication, I took it upon myself again to do a follow up call and with luck she answer the call and when I asked why she has not communicated with me she was quick to open my account and send me an e-mail while I was on the line with her of what I needed to sign and told me once I send it back after 48hr I would receive communication of the card delivery, of which I signed and returned within 30min.

So till today No communication of card and delivery and so I call into the contact centre again only to find she only did it now when I called, what about the 48hr turnaround time response I was promised by her, I’m angry with a broken TV, under paid because only when I claimed I’m told I was under insured. This is so heart breaking and painful because I get bad news that I’m under insured and all the values in my house are less then what I was covered for and then been given a run around by Constance not doing her job failure to communicate with me and of this at the same time is really painful and disappointing not only the service but mostly toward the trust that one has oupon the standard bank brand that is trusted of giving good service, all just because of failing to communicate back keeping me up dated and understanding thing like my TV value is R8500 and we only paying this much because of this reason, Just to show care for me as a client nothing much but good service, communication and feedback at all times.

Is that too much to ask for as a client?

Regards

Zama Mthalane

**********

********** 475/ ********** 417

Sent from Outlook