POOR SERVICE FROM STANDARD BANK INSURANCE CLAIM DEPARTMENT

We had an incident at our house and Standard Bank just refuse to cover and send out an assessor to come and assess what happened, we had a leakage in our bathroom wall that we did not know anything about (who can see behind walls) and that causes that the we had a pipe burst in our bathroom and my whole house flooded, they send an Plumber company and that plumber told them "I dont know what" and now Standard bank just keep on refuse to help us, we got our broker to phone Standard bank and on top of that is the claims agent also VERY rude and told our broker that they will close this case and no further claims on our house will be entertained

Their policy document make mentioned of the following: 1. Emergency household assistance Our Home Assistance Service offers certain benefits to help with the following household emergencies at the Insured Property, if You first get Our permission: • Burst, leaking or overflowing geysers, or broken geyser valves or other geyser parts; • Accidental breakage of fixed glass or mirrors; • Being locked out of any part of Your home; • Flooding because of burst, leaking or overflowing water, drain or sewerage pipes or toilets, if water must be removed or extracted;

BUT they never send someone or offer to clear up the water

2.13 Leaking or bursting of pipes: Failure to pipes must have occurred suddenly and the failure must be able to be detected using conventional equipment and methods. Pipe failures that are due to rust, corrosion or by gradual deterioration or wear and tear will be repaired on the first occasion and the Policy will be endorsed against future pipe failures

This pipe burst was suddenly, how on earth must we be aware of a leakage behind walls, because there was no leak in the bathroom on the floor, we cannot see through walls

If any Insured Property is Unoccupied for more than: • 30 days in a row, Our liability is limited to 30% of the sum insured and You must also pay the first R5 000 of every claim; • six months, We will not cover any loss or damage. 2.4 Earthquake, but: • You must prove that the damage was not caused by mining operations; and • You must pay the first R2 500 or 1% of the loss or damage (whichever is higher) if it was caused by mining operations. 2.5 Bursting or leaking of any water Apparatus or fixed oil-fired heating equipment, excluding: • damage following from a burst, leaking or overflowing of the Water Apparatus unless it was because of a sudden malfunction; and

This pipe burst was sudden but Standard bank refuse to assist or to send our an assessor to come and have a look at the damage of our house they are just plain rude and not helpful at all

Our cupboards and floors are damage and they refuse to cover but we pay for Building/House insurance EVERY MONTH!!!!!!

This is VERY FRUSTRATING!!!