Pathetic Service

About 6 weeks ago I logged an insurance claim for damage to my vehicle, this said claim was approved but SBIS assigned their own panel-beater and I was not happy with this and hence requested a panel-beater of my choice. It then surfaced that they want to use 2nd hand parts to have my vehicle repaired and I was told "not to worry, you wont even know the difference" Eventually they agreed to using my panel-beater but still insisted on using a 2nd hand part. At that point I was still willing to compromise and asked them to pay the funds to me and I would have paid the difference between the 2nd hand part that they are insisting on and the new part (which is roughly 10k). They then send me a quote with many things omitted from the quote I submitted to them. That was more than 2 weeks ago.

After more than 6 weeks since I logged my claim there should be more urgency placed on my claim. I have been more than patient till now but I am quickly reaching a point where I can no longer tolerate this type of service. I would hate to think what would happen if the insurance premiums on my home and two vehicles where 6 days late, not to mention 6 weeks late. This is becoming very frustrating and nobody is taking accountability, I don’t sense any urgency and despite the fact that this claim has been in the system for 6+ weeks it feels as if the consensus from your side is that things will just happen when they happen and that is not ok with me anymore.

I have requested a call from a senior manager to explain the situation to me, again my email has not even been acknowledged. Hence we find ourselves here. I have made countless calls to your contact centre, where everybody is busy yet it seems that very little gets done, I have sent countless emails to people who could not even be bothered to acknowledge receipt or respond and quite frankly such people have no business in customer service as they are damaging the Standard Bank brand.

This is really not on anymore. I EXPECT MY CLAIM TO BE PAID TO ME IN FULL. This type of service is beyond pathetic and i can not see myself continuing to contribute to the salary bill of people who give me this kind of service in my time of need. I have banked with you all my life, I have bought numerous properties through you, I have Investment Accounts with you, all my insurances are with you.

Its time for a change.