AMa
Anand Moodley anand.moodley
1 reviews | Active since Aug 2024
13 Aug 2024, 23:25
STANDARD BANK CLAIM VERY UNFAIRLY MANAGED AND DECLINED - LACK OF PROFESSIONALISM AND RESPECT FOR CUSTOMER
On 11 July 2024, approximately 16h30 my family arrived home to find it flooded. Upon investigation family members found water passing through the kitchen mixer with a very high pressure. Upon investigation it was noted the water was coming out of the kitchen mixer with a very high pressure. A family member immediately isolated the main water supply and then the kitchen mixer. I made the call to the standard bank informing them of what had happened while we were not at home resulting in the house being flooded hence causing structural and content damages. She asked me how it happened, my response was I don’t know, I cannot tell you how this happened, no one was at home The bank attendant informed me she will send a plumber to check the tap and provided me with a claim number. On the evening of the same night out of worry and concern I called a local plumber to check the tap and pipework for peace of mind hoping we do not have a repeat of this incident. My plumber did mention since we are living in a low lying area below a valley the is a probability (not conclusive) on pressure buildup in the line , being at the lowest point the water flow and the pressure will rush down to its lowest point. To date we still don’t know the cause. On the morning of 11 July 2024, I was the last person to leave home, locked up and left for work. This morning, we had incoming municipal water with a bit of a low pressure. The next morning the bank appointed plumbing company called me to come to my home to assess/repair the leaking pipe. I responded by informing them there is no need to come as there was no leaking pipe to repair hence there was no need for them to come. During the course of the day on 12 July 2024 I did a follow up with the standard bank insurance claims department to follow up on the status of my claim. The lady in question who attended to my call told me they had cancelled the claim due to the tap being repaired and working, according to the feedback received from their plumber. I told the lady I have never lodged a claim against my tap, I have lodged a claim against the damages caused because of the flooding of my home, then she informed me she will have to reopen the claim. So, I said do so and issue me with a new claim number. The same questions were asked, how did it happen, and I responded I don’t know. I was then informed a plumber will be sent to check and inspect the tap, I agreed to this. A plumbing company appointed by the bank was sent to do certain inspections and tests on the tap. I continued to do follow ups with the bank on my claims. On the 18 July I received an e-mail from *** Palesa Maduna stating that my claim is being investigated and I will receive feedback within working 8 days On the 27 July 2024 at 10h25 I received an e-mail from *** stating my claims have been rejected On 30 July 2024 I received an e-mail from Palesa Maduna , upon investigation of the claim, it was noted that there was no insured event the claim remains rejected. On the 08 August 2024 I received an e-mail from *** stating my claims have been rejected In actual fact and in my opinion there was no investigation done and a joint decision was taken and subsequently declined my claim. How is it ever possible to have 3 rejections letter for the same claim , this tells you that this is just a paper exercise or a deliberate intent to decline my claim On the 30 July 2024 I received an e-mail from Palesa Maduna Upon investigation of the claim, it was noted that there was no insured event the claim remains rejected. The following are the findings: There was no pressurized, leaking pipe found, Incident happened on the 11 July 2024, Plumber was sent to evaluate pipe on the 17 July 2024 when water pressure could normalized , how does the plumber verify there was no pressurised line, the plumber arrives one week later and pressures vary from time to time , technically speaking all taps and pipes will have a certain degree of pressure. Or a faulty mixer found to be leaking, Plumber was sent to evaluate pipe on the 17 July 2024 when the leak had already stopped, how can the plumber after 6 days still find a leak, am I senseless in my head to let a leaking tap continue to leak or stop the leak. However, the insured confirmed that, there was no water in the area and when the water came back, the taps were full of water then caused damages to the property. Who confirmed that, where is the actual evidence to justify this? I have requested for recording of the telephonic conservations to date but not received them If the water is cut off by the municipality for, whatever reason and then you leave your tap open and the water is turned on and this causes your house to be flooded, there is no cover Who mentioned that there was no water and the taps were left open , where is the actual evidence to justify this? On the 18 July 2024 I sent an e-mail to Palesa Maduna acknowledging receipt of her e-mail and requesting urgently requested a copy of the plumber’s report, this I requested on the 17 July 2024 from Ntokozo (a standard bank rep) who promised to email to me but did not send. On 02 August 2024 I sent Palesa Maduna an e-mail requesting for all the recordings between myself and the bank, to date I have not received it On 05 August 2024 I sent Palesa Maduna another e-mail requesting for all the recordings between myself and the bank, to date I have not received it Firstly, what kind of a service does Standard bank offer, they have failed to even acknowledge receipt of my e-mail communication yet without a failure they take my money every month without even being reminded, this is unprofessional and ********* practices Secondly, instead of really coming to their clients' aid and support us, they are busy sitting in an office, listening to us laymen as we speak, recording us talking and busy interrogating statements and finding a defence, clause, way to reject our claims. What fate can we entrust in people like this if they are so devious and ************. In view of the above Standard bank has been very unfair, unprofessional and one sided in their decision to decline my claim I challenge the CEO of Standard Bank of South Africa to come on board and respond to my unhappiness and the way my claim was managed
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Replies (5)
Standard Bank's replyOfficial
14 Aug 2024, 07:06Dear Anand,
Thank you for bringing this issue to our attention. As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of.
We sincerely apologize for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
***
Thank you for bringing this issue to our attention. As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of.
We sincerely apologize for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
***
Standard Bank's reply14 Aug 2024, 07:06
Official
Dear Anand,
Thank you for bringing this issue to our attention. As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of.
We sincerely apologize for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
***
Thank you for bringing this issue to our attention. As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of.
We sincerely apologize for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
***
AMa
We further engaged the service provider and it was confirmed that they had conducted reasonable tests to validate how the damages occurred, meaning how the mixer was active for that period of time. At the time of inspection there had been no evidence of the mixer being repaired.
From the report and photos presented to us, the claim was reviewed above its entirety and regrettably the decision to reject the claim remains unchanged. A formal rejection letter containing the reasons for rejection has been sent by the claims department. For ease of reference, please find attached a copy of The Policy Wording for your perusal.
We refer to the below extract from the attached policy wording.
2. Insured events (events We cover You for)
We only cover You for the events listed below or under “Extensions of cover” (if this applies).
2.1 Fire, lightning or explosion.
2.2 Storm, wind, hail, snow or flood, excluding loss or damage following from:
• a rise in underground water levels or the pressure this may cause;
• rain that is not a storm or does not cause flooding;
• if the water is cut off by the municipality for, whatever reason and then You leave Your tap open and the water is turned on and this causes Your house to be flooded, there is no cover; and
• poor design or construction, wear and tear or gradual deterioration, as the main or most likely cause.
Flood is limited to natural causes. A properly built and maintained house and roof should be able to withstand the ingress of water due to rain.
It is a principle of insurance that the onus of proof to the contrary lies with the Policyholder and similarly in this instance. All expenses attached thereto will also be the responsibility of the Policyholder unless the claim/loss has proven to be valid upon review.
All insurance cover policies have certain exclusions and cover up to selected limits noted in their policy wordings. An insurance policy sets out a number of specific events which may occur and which, if they do occur and give rise to loss or damage to the insured, the insurer will indemnify. Any damage or loss not falling within the limitations of the policy is not covered by the policy.
Should you disagree with our reasons to repudiate the claim, you are entitled to provide us with documented proof to the contrary, obtained from a suitably qualified independent party for further review.
In light of the above, we will proceed to close the complaint on our side and you may contact us should you have any further queries regarding the complaint.
Alternatively, you may exercise your rights to write to the office of The National Financial Ombud Scheme of SA (NFO). We will abide by the decision of the Ombudsman.
On the 14 August 2024 I received a letter from Adheela Mangera, part of her investigation was to investigate my complaints and revert to me The below points were raised on Hello Peter and I expected Adheela to provide a response to my complaints as below · Referring to Points 2, 3 and 4 I asked have asked for a reasonable explanation as to how the bank can send me 3 different rejection letters on 3 different days for the same claim but the bank failed to provide me response to date. · Referring to point no. 6 there was no pressurized, leaking pipe found, Incident happened on the 11 July 2024, Plumber was sent to evaluate pipe on the 17 July 2024 when water pressure could be normal · Referring to Point no. 7 how does the plumber verify there was no pressurised line, the plumber arrives one week later and pressures vary from time to time , technically speaking all taps and pipes and pipes will have a certain degree of pressure. · Referring to Point 8, however, the insured confirmed that, there was no water in the area and when the water came back, the taps were full of water then caused damages to the property - Who confirmed that, where is the actual evidence to justify this? - I have requested for recording of the telephonic conservations on many occasions but to date but not received them · Referring to point no. 9 , If the water is cut off by the municipality for, whatever reason and then you leave your tap open and the water is turned on and this causes your house to be flooded, there is no cover · - Who mentioned that there was no water and the taps were left open? - Where is the actual evidence to justify this? On the 20 August 2024 I received a letter from Adheela Mangera
Point no. 10
The claim was registered for damages to the property and a service provider was appointed on the claim. Upon inspection and validation of the claim, it was established that the damages did not occur from an insured event.The claim was subsequently as per the policy terms and conditions. Following further review we are satisfied with the assessment from the service provider. Assessment findings: • The service provider had tested the taps using a leak detection machine to see if there are any concealed leaks in and around the area. • It was noted that the taps were not leaking or showed any signs of a leak. • The pipe work around the sink was inspected and concluded that was no concealed leak in this area. In conclusion the bank representative (Adheela) failed to deal with my complaint but re-investigated the so-called claim and give her version of her findings. - Referring to Points 2, 3 and 4 how is it possible to come up with 3 different investigations and decline my claims? - Once a claim is rejected, it is rejected, it seems your department is *********** and just find ways to reject claims as part of a paper exercise - Rejection letters were already sent to me prior to me receiving the last Investigation being concluded and reported - Referring to point no. 6 there was no pressurized, leaking pipe found, Incident happened on the 11 July 2024 - Plumber was sent to evaluate pipe on the 17 July 2024 when water pressure could be normal, - How can the plumber verify what was the pressure on the 11 July 2024 as he only inspected the pipes and taps 6 days later - Referring to Point no. 7 how does the plumber verify there was no pressurised line, the plumber arrives one week later and pressures vary from time to time, technically speaking all taps and pipes and pipes will have a certain degree of pressure either high, low or medium - Referring to Point 8, however, the insured confirmed that, there was no water in the area and when the water came back, the taps were full of water then caused damages to the property · Who confirmed that, where is the actual evidence to justify this? · I have requested for recording of the telephonic conservations on many occasions but to date but not received them · Referring to point no. 9 , If the water is cut off by the municipality for whatever reason and then you leave your tap open and the water is turned on and this causes your house to be flooded, there is no cover - Who mentioned that there was no water and the taps were left open? - Where is the actual evidence to justify this? On the 20 August 2024 I received a letter from Adheela Mangera
Point no. 10 The claim was registered for damages to the property and a service provider was appointed on the claim. Upon inspection and validation of the claim, it was established that the damages did not occur from an insured event. The claim was subsequently as per the policy terms and conditions. Following further review we are satisfied with the assessment from the service provider. Assessment findings: • The service provider had tested the taps using a leak detection machine to see if there are any concealed leaks in and around the area. • It was noted that the taps were not leaking or showed any signs of a leak. • The pipe work around the sink was inspected and concluded that was no concealed leak in this area. Point no. 10 (a) - Why was the service provider not sent on the evening on the evening of the 11 July 2024 - The service provider arrived after 6 days and it was very evident at that point in time there was no leak by a simple visual inspection - How could the service provider prove there was no leak or passing of water on the 11 July 2024 as he tested the leak on the 17 July 2024 , 6 days later - We have requested for this report on many occasions but the bank deliberately ignored our request - Do you expect to find the tap leaking or passing after seven days - What photos were taken and how did your department come to the conclusion the claim is not as a result of the damages caused by the kitchen tap Point no. 10 (b) - Referring to the above who is the service that did the inspection and verified the damages did not occur from the insured event - Why was the test not conducted on 11 July 2024, it took a service provider 6 days to come to my residence to test the tap and pipes - Would the situation have not changed after 6 days when everything was fine - What is the gentleman’s qualification who came to my home to inspect, carry out tests and verify , I know him and can verify him by his face , I need his qualifications declaring him as a competent and certified plumber certified to carry out this task In conclusion the investigation is biased and Standard Bank wants to deliberately decline my claim even though it is a valid and legitimate claim for the following reasons. The bank has made statements of me saying certain things but cannot back themselves on this. The bank in their investigations have made different findings and to date failed to justify. 1. 3 Rejection letters were received for one claim 2. Referring to Point 8, however, the insured confirmed that, there was no water in the area and when the water came back, the taps were full of water then caused damages to the property - When did I inform the bank of the above, I have never made such statement to the bank, to date I have been asking for the telephonic recordings to verify I informed the bank there was no water in the area and when the water came back the taps were full of water , the bank is withholding this info from me or trying to cover up for their ***** investigation and feedback. 3. Referring to point no. 9, If the water is cut off by the municipality for whatever reason and then you leave your tap open and the water is turned on and this causes your house to be flooded, there is no cover Who mentioned that there was no water and the taps were left open? Where is the actual evidence to justify this? To date I have been asking for the telephonic recordings to verify I mentioned the above 4. The service provider had tested the taps using a leak detection machine to see if there are any concealed leaks in and around the area. It was noted that the taps were not leaking or showed any signs of a leak. This test was done 6 days later when the tap showed no physical observation of a leak. How can you see any leaks when there were no visual leaks 5. Based on Point no. 10 (a) Why was the service provider not immediately sent on the evening on the evening of the 11 July 2024 The service provider arrived after 6 days and it was very evident at that point in time there was no leak by a simple visual inspection How could the service provider prove there was no leak or passing of water on the 11 July 2024 as he tested the leak on the 17 July 2024 We have requested for this report on many occasions, but the bank deliberately ignored our request What photos were taken and how did your department come to the conclusion the claim is not as a result of the damages caused by the kitchen tap Point no. 10 (a) - Referring to the above who is the service that did the inspection and verified the damages did not occur from the insured event - Why was the test not conducted on 11 July 2024, it took a service provider 6 days to come to my residence to test the tap and pipes - Would the situation have not changed after 6 days when everything was fine - What is the gentleman’s qualification who came to my home to inspect, carry out tests and verify , I know him and can verify him by his face , I need his qualifications declaring him as a competent and certified plumber certified to carry out this task Point no. 10 (b) - Referring to the above who is the service that did the inspection and verified the damages did not occur from the insured event - Why was the test not conducted on 11 July 2024, it took a service provider 6 days to come to my residence to test the tap and pipes - Would the situation have not changed after 6 days when everything was fine, potential high and low water pressure in the area - What is the gentleman’s qualification who came to my home to inspect, carried out the tests , I know him and can verify him by his face, I need his qualifications declaring him as a competent and certified plumber certified to carry out this task · As you can see from the above the bank has several changing findings/RCA in their Investigations, this is a reflection of their · The bank also included in their findings statements made by me which is not true. I have on numerous occasions requested for telephone recordings and the plumbers reports which to date has not sent to me. · The bank has failed to honour their commitment to uphold their insurance guarantee and protection. · The bank has failed to do a proper investigation and provide me feedback on my directed complaint. (Customer service stinks) · The bank has made a decision to close the claim without even answering my questions and providing me with evidence (telephonic conversations) recordings and plumbing reports · I have previously called on the CEO of standard bank to come on board and sort this out, but he too has failed to come on board. · What kind of fate do you expect us as customers to have in him if he cannot deal with unhappy customers and service. · Come on CEO, walk your walk and talk your talk, you are dropping the image of Standard Bank South Africa.
Anand Moodley anand.moodley's updateReviewer Update
28 Aug 2024, 22:17Good evening to all
On the 02 August 2024 I received an acknowledgement letter relating to my complaint communicated on Hello Peter from Standard Bank, reference no. ***8. Refer to communication below.
“Good day Valued Customer
Thank you for taking the time to contact us and raise your concerns. At Standard Bank we are committed to always delivering great service. We have received your complaint and would like to inform you that the reference number is: ***8. We would like to reassure you that we are attending to your complaint and one of our specialists will contact you within the next 24 business hours to advise you of the next steps. Remember to use your reference number for all correspondence relating to this complaint.
We are happy to be of service to you and thank you once again for allowing us the opportunity to resolve your concern.
Kind Regards,
Insurance Complaints Department”
“On the 14 August 2024 I received a letter from Adheela Mangera
Good day
We trust that this e-mail finds you well.
We acknowledge receipt of your complaint and thank you for bringing your concerns to our attention.
Kindly be advised that we are currently investigating the circumstances surrounding the matter and we will revert with an update shortly.
Please be advised that I am the complaint specialist that will be investigating and reviewing the matter. The resolution hereof may take up to 8 working days, however we humbly request that you please allow for deviation from the time frame as each matter is taken on its own merit.
We wish to thank you for your continued patience as well as for affording us the opportunity to review the matter.
Regards
Adeela Mangera
Personal and Private Banking / Insurance Complaints / Social Media and Executive Complaint Specialist
Customer Resolution Centre
Tel +***1 /Email: *** / www.standardbank.com”
On the 20 August 2024 I received a letter from Adheela Mangera
Good Day
I trust this email finds you well.
The claim was registered for damages to the property and a service provider was appointed on the claim. Upon inspection and validation of the claim, it was established that the damages did not occur from an insured event. The claim was subsequently as per the policy terms and conditions.
Following further review we are satisfied with the assessment from the service provider.
Assessment findings:
I trust this email finds you well.
The claim was registered for damages to the property and a service provider was appointed on the claim. Upon inspection and validation of the claim, it was established that the damages did not occur from an insured event. The claim was subsequently as per the policy terms and conditions.
Following further review we are satisfied with the assessment from the service provider.
Assessment findings:
- The service provider had tested the taps using a leak detection machine to see if there are any concealed leaks in and around the area.
- It was noted that the taps were not leaking or showed any signs of a leak.
- The pipe work around the sink was inspected and concluded that was no concealed leak in this area.
We further engaged the service provider and it was confirmed that they had conducted reasonable tests to validate how the damages occurred, meaning how the mixer was active for that period of time. At the time of inspection there had been no evidence of the mixer being repaired.
From the report and photos presented to us, the claim was reviewed above its entirety and regrettably the decision to reject the claim remains unchanged. A formal rejection letter containing the reasons for rejection has been sent by the claims department. For ease of reference, please find attached a copy of The Policy Wording for your perusal.
We refer to the below extract from the attached policy wording.
2. Insured events (events We cover You for)
We only cover You for the events listed below or under “Extensions of cover” (if this applies).
2.1 Fire, lightning or explosion.
2.2 Storm, wind, hail, snow or flood, excluding loss or damage following from:
• a rise in underground water levels or the pressure this may cause;
• rain that is not a storm or does not cause flooding;
• if the water is cut off by the municipality for, whatever reason and then You leave Your tap open and the water is turned on and this causes Your house to be flooded, there is no cover; and
• poor design or construction, wear and tear or gradual deterioration, as the main or most likely cause.
Flood is limited to natural causes. A properly built and maintained house and roof should be able to withstand the ingress of water due to rain.
It is a principle of insurance that the onus of proof to the contrary lies with the Policyholder and similarly in this instance. All expenses attached thereto will also be the responsibility of the Policyholder unless the claim/loss has proven to be valid upon review.
All insurance cover policies have certain exclusions and cover up to selected limits noted in their policy wordings. An insurance policy sets out a number of specific events which may occur and which, if they do occur and give rise to loss or damage to the insured, the insurer will indemnify. Any damage or loss not falling within the limitations of the policy is not covered by the policy.
Should you disagree with our reasons to repudiate the claim, you are entitled to provide us with documented proof to the contrary, obtained from a suitably qualified independent party for further review.
In light of the above, we will proceed to close the complaint on our side and you may contact us should you have any further queries regarding the complaint.
Alternatively, you may exercise your rights to write to the office of The National Financial Ombud Scheme of SA (NFO). We will abide by the decision of the Ombudsman.
On the 14 August 2024 I received a letter from Adheela Mangera, part of her investigation was to investigate my complaints and revert to me The below points were raised on Hello Peter and I expected Adheela to provide a response to my complaints as below · Referring to Points 2, 3 and 4 I asked have asked for a reasonable explanation as to how the bank can send me 3 different rejection letters on 3 different days for the same claim but the bank failed to provide me response to date. · Referring to point no. 6 there was no pressurized, leaking pipe found, Incident happened on the 11 July 2024, Plumber was sent to evaluate pipe on the 17 July 2024 when water pressure could be normal · Referring to Point no. 7 how does the plumber verify there was no pressurised line, the plumber arrives one week later and pressures vary from time to time , technically speaking all taps and pipes and pipes will have a certain degree of pressure. · Referring to Point 8, however, the insured confirmed that, there was no water in the area and when the water came back, the taps were full of water then caused damages to the property - Who confirmed that, where is the actual evidence to justify this? - I have requested for recording of the telephonic conservations on many occasions but to date but not received them · Referring to point no. 9 , If the water is cut off by the municipality for, whatever reason and then you leave your tap open and the water is turned on and this causes your house to be flooded, there is no cover · - Who mentioned that there was no water and the taps were left open? - Where is the actual evidence to justify this? On the 20 August 2024 I received a letter from Adheela Mangera
Point no. 10
The claim was registered for damages to the property and a service provider was appointed on the claim. Upon inspection and validation of the claim, it was established that the damages did not occur from an insured event.The claim was subsequently as per the policy terms and conditions. Following further review we are satisfied with the assessment from the service provider. Assessment findings: • The service provider had tested the taps using a leak detection machine to see if there are any concealed leaks in and around the area. • It was noted that the taps were not leaking or showed any signs of a leak. • The pipe work around the sink was inspected and concluded that was no concealed leak in this area. In conclusion the bank representative (Adheela) failed to deal with my complaint but re-investigated the so-called claim and give her version of her findings. - Referring to Points 2, 3 and 4 how is it possible to come up with 3 different investigations and decline my claims? - Once a claim is rejected, it is rejected, it seems your department is *********** and just find ways to reject claims as part of a paper exercise - Rejection letters were already sent to me prior to me receiving the last Investigation being concluded and reported - Referring to point no. 6 there was no pressurized, leaking pipe found, Incident happened on the 11 July 2024 - Plumber was sent to evaluate pipe on the 17 July 2024 when water pressure could be normal, - How can the plumber verify what was the pressure on the 11 July 2024 as he only inspected the pipes and taps 6 days later - Referring to Point no. 7 how does the plumber verify there was no pressurised line, the plumber arrives one week later and pressures vary from time to time, technically speaking all taps and pipes and pipes will have a certain degree of pressure either high, low or medium - Referring to Point 8, however, the insured confirmed that, there was no water in the area and when the water came back, the taps were full of water then caused damages to the property · Who confirmed that, where is the actual evidence to justify this? · I have requested for recording of the telephonic conservations on many occasions but to date but not received them · Referring to point no. 9 , If the water is cut off by the municipality for whatever reason and then you leave your tap open and the water is turned on and this causes your house to be flooded, there is no cover - Who mentioned that there was no water and the taps were left open? - Where is the actual evidence to justify this? On the 20 August 2024 I received a letter from Adheela Mangera
Point no. 10 The claim was registered for damages to the property and a service provider was appointed on the claim. Upon inspection and validation of the claim, it was established that the damages did not occur from an insured event. The claim was subsequently as per the policy terms and conditions. Following further review we are satisfied with the assessment from the service provider. Assessment findings: • The service provider had tested the taps using a leak detection machine to see if there are any concealed leaks in and around the area. • It was noted that the taps were not leaking or showed any signs of a leak. • The pipe work around the sink was inspected and concluded that was no concealed leak in this area. Point no. 10 (a) - Why was the service provider not sent on the evening on the evening of the 11 July 2024 - The service provider arrived after 6 days and it was very evident at that point in time there was no leak by a simple visual inspection - How could the service provider prove there was no leak or passing of water on the 11 July 2024 as he tested the leak on the 17 July 2024 , 6 days later - We have requested for this report on many occasions but the bank deliberately ignored our request - Do you expect to find the tap leaking or passing after seven days - What photos were taken and how did your department come to the conclusion the claim is not as a result of the damages caused by the kitchen tap Point no. 10 (b) - Referring to the above who is the service that did the inspection and verified the damages did not occur from the insured event - Why was the test not conducted on 11 July 2024, it took a service provider 6 days to come to my residence to test the tap and pipes - Would the situation have not changed after 6 days when everything was fine - What is the gentleman’s qualification who came to my home to inspect, carry out tests and verify , I know him and can verify him by his face , I need his qualifications declaring him as a competent and certified plumber certified to carry out this task In conclusion the investigation is biased and Standard Bank wants to deliberately decline my claim even though it is a valid and legitimate claim for the following reasons. The bank has made statements of me saying certain things but cannot back themselves on this. The bank in their investigations have made different findings and to date failed to justify. 1. 3 Rejection letters were received for one claim 2. Referring to Point 8, however, the insured confirmed that, there was no water in the area and when the water came back, the taps were full of water then caused damages to the property - When did I inform the bank of the above, I have never made such statement to the bank, to date I have been asking for the telephonic recordings to verify I informed the bank there was no water in the area and when the water came back the taps were full of water , the bank is withholding this info from me or trying to cover up for their ***** investigation and feedback. 3. Referring to point no. 9, If the water is cut off by the municipality for whatever reason and then you leave your tap open and the water is turned on and this causes your house to be flooded, there is no cover Who mentioned that there was no water and the taps were left open? Where is the actual evidence to justify this? To date I have been asking for the telephonic recordings to verify I mentioned the above 4. The service provider had tested the taps using a leak detection machine to see if there are any concealed leaks in and around the area. It was noted that the taps were not leaking or showed any signs of a leak. This test was done 6 days later when the tap showed no physical observation of a leak. How can you see any leaks when there were no visual leaks 5. Based on Point no. 10 (a) Why was the service provider not immediately sent on the evening on the evening of the 11 July 2024 The service provider arrived after 6 days and it was very evident at that point in time there was no leak by a simple visual inspection How could the service provider prove there was no leak or passing of water on the 11 July 2024 as he tested the leak on the 17 July 2024 We have requested for this report on many occasions, but the bank deliberately ignored our request What photos were taken and how did your department come to the conclusion the claim is not as a result of the damages caused by the kitchen tap Point no. 10 (a) - Referring to the above who is the service that did the inspection and verified the damages did not occur from the insured event - Why was the test not conducted on 11 July 2024, it took a service provider 6 days to come to my residence to test the tap and pipes - Would the situation have not changed after 6 days when everything was fine - What is the gentleman’s qualification who came to my home to inspect, carry out tests and verify , I know him and can verify him by his face , I need his qualifications declaring him as a competent and certified plumber certified to carry out this task Point no. 10 (b) - Referring to the above who is the service that did the inspection and verified the damages did not occur from the insured event - Why was the test not conducted on 11 July 2024, it took a service provider 6 days to come to my residence to test the tap and pipes - Would the situation have not changed after 6 days when everything was fine, potential high and low water pressure in the area - What is the gentleman’s qualification who came to my home to inspect, carried out the tests , I know him and can verify him by his face, I need his qualifications declaring him as a competent and certified plumber certified to carry out this task · As you can see from the above the bank has several changing findings/RCA in their Investigations, this is a reflection of their · The bank also included in their findings statements made by me which is not true. I have on numerous occasions requested for telephone recordings and the plumbers reports which to date has not sent to me. · The bank has failed to honour their commitment to uphold their insurance guarantee and protection. · The bank has failed to do a proper investigation and provide me feedback on my directed complaint. (Customer service stinks) · The bank has made a decision to close the claim without even answering my questions and providing me with evidence (telephonic conversations) recordings and plumbing reports · I have previously called on the CEO of standard bank to come on board and sort this out, but he too has failed to come on board. · What kind of fate do you expect us as customers to have in him if he cannot deal with unhappy customers and service. · Come on CEO, walk your walk and talk your talk, you are dropping the image of Standard Bank South Africa.
AMa
Anand Moodley anand.moodley's update28 Aug 2024, 22:17
Reviewer Update
Good evening to all
On the 02 August 2024 I received an acknowledgement letter relating to my complaint communicated on Hello Peter from Standard Bank, reference no. ***8. Refer to communication below.
“Good day Valued Customer
Thank you for taking the time to contact us and raise your concerns. At Standard Bank we are committed to always delivering great service. We have received your complaint and would like to inform you that the reference number is: ***8. We would like to reassure you that we are attending to your complaint and one of our specialists will contact you within the next 24 business hours to advise you of the next steps. Remember to use your reference number for all correspondence relating to this complaint.
We are happy to be of service to you and thank you once again for allowing us the opportunity to resolve your concern.
Kind Regards,
Insurance Complaints Department”
“On the 14 August 2024 I received a letter from Adheela Mangera
Good day
We trust that this e-mail finds you well.
We acknowledge receipt of your complaint and thank you for bringing your concerns to our attention.
Kindly be advised that we are currently investigating the circumstances surrounding the matter and we will revert with an update shortly.
Please be advised that I am the complaint specialist that will be investigating and reviewing the matter. The resolution hereof may take up to 8 working days, however we humbly request that you please allow for deviation from the time frame as each matter is taken on its own merit.
We wish to thank you for your continued patience as well as for affording us the opportunity to review the matter.
Regards
Adeela Mangera
Personal and Private Banking / Insurance Complaints / Social Media and Executive Complaint Specialist
Customer Resolution Centre
Tel +***1 /Email: *** / www.standardbank.com”
On the 20 August 2024 I received a letter from Adheela Mangera
Good Day
I trust this email finds you well.
The claim was registered for damages to the property and a service provider was appointed on the claim. Upon inspection and validation of the claim, it was established that the damages did not occur from an insured event. The claim was subsequently as per the policy terms and conditions.
Following further review we are satisfied with the assessment from the service provider.
Assessment findings:
I trust this email finds you well.
The claim was registered for damages to the property and a service provider was appointed on the claim. Upon inspection and validation of the claim, it was established that the damages did not occur from an insured event. The claim was subsequently as per the policy terms and conditions.
Following further review we are satisfied with the assessment from the service provider.
Assessment findings:
- The service provider had tested the taps using a leak detection machine to see if there are any concealed leaks in and around the area.
- It was noted that the taps were not leaking or showed any signs of a leak.
- The pipe work around the sink was inspected and concluded that was no concealed leak in this area.
We further engaged the service provider and it was confirmed that they had conducted reasonable tests to validate how the damages occurred, meaning how the mixer was active for that period of time. At the time of inspection there had been no evidence of the mixer being repaired.
From the report and photos presented to us, the claim was reviewed above its entirety and regrettably the decision to reject the claim remains unchanged. A formal rejection letter containing the reasons for rejection has been sent by the claims department. For ease of reference, please find attached a copy of The Policy Wording for your perusal.
We refer to the below extract from the attached policy wording.
2. Insured events (events We cover You for)
We only cover You for the events listed below or under “Extensions of cover” (if this applies).
2.1 Fire, lightning or explosion.
2.2 Storm, wind, hail, snow or flood, excluding loss or damage following from:
• a rise in underground water levels or the pressure this may cause;
• rain that is not a storm or does not cause flooding;
• if the water is cut off by the municipality for, whatever reason and then You leave Your tap open and the water is turned on and this causes Your house to be flooded, there is no cover; and
• poor design or construction, wear and tear or gradual deterioration, as the main or most likely cause.
Flood is limited to natural causes. A properly built and maintained house and roof should be able to withstand the ingress of water due to rain.
It is a principle of insurance that the onus of proof to the contrary lies with the Policyholder and similarly in this instance. All expenses attached thereto will also be the responsibility of the Policyholder unless the claim/loss has proven to be valid upon review.
All insurance cover policies have certain exclusions and cover up to selected limits noted in their policy wordings. An insurance policy sets out a number of specific events which may occur and which, if they do occur and give rise to loss or damage to the insured, the insurer will indemnify. Any damage or loss not falling within the limitations of the policy is not covered by the policy.
Should you disagree with our reasons to repudiate the claim, you are entitled to provide us with documented proof to the contrary, obtained from a suitably qualified independent party for further review.
In light of the above, we will proceed to close the complaint on our side and you may contact us should you have any further queries regarding the complaint.
Alternatively, you may exercise your rights to write to the office of The National Financial Ombud Scheme of SA (NFO). We will abide by the decision of the Ombudsman.
On the 14 August 2024 I received a letter from Adheela Mangera, part of her investigation was to investigate my complaints and revert to me The below points were raised on Hello Peter and I expected Adheela to provide a response to my complaints as below · Referring to Points 2, 3 and 4 I asked have asked for a reasonable explanation as to how the bank can send me 3 different rejection letters on 3 different days for the same claim but the bank failed to provide me response to date. · Referring to point no. 6 there was no pressurized, leaking pipe found, Incident happened on the 11 July 2024, Plumber was sent to evaluate pipe on the 17 July 2024 when water pressure could be normal · Referring to Point no. 7 how does the plumber verify there was no pressurised line, the plumber arrives one week later and pressures vary from time to time , technically speaking all taps and pipes and pipes will have a certain degree of pressure. · Referring to Point 8, however, the insured confirmed that, there was no water in the area and when the water came back, the taps were full of water then caused damages to the property - Who confirmed that, where is the actual evidence to justify this? - I have requested for recording of the telephonic conservations on many occasions but to date but not received them · Referring to point no. 9 , If the water is cut off by the municipality for, whatever reason and then you leave your tap open and the water is turned on and this causes your house to be flooded, there is no cover · - Who mentioned that there was no water and the taps were left open? - Where is the actual evidence to justify this? On the 20 August 2024 I received a letter from Adheela Mangera
Point no. 10
The claim was registered for damages to the property and a service provider was appointed on the claim. Upon inspection and validation of the claim, it was established that the damages did not occur from an insured event.The claim was subsequently as per the policy terms and conditions. Following further review we are satisfied with the assessment from the service provider. Assessment findings: • The service provider had tested the taps using a leak detection machine to see if there are any concealed leaks in and around the area. • It was noted that the taps were not leaking or showed any signs of a leak. • The pipe work around the sink was inspected and concluded that was no concealed leak in this area. In conclusion the bank representative (Adheela) failed to deal with my complaint but re-investigated the so-called claim and give her version of her findings. - Referring to Points 2, 3 and 4 how is it possible to come up with 3 different investigations and decline my claims? - Once a claim is rejected, it is rejected, it seems your department is *********** and just find ways to reject claims as part of a paper exercise - Rejection letters were already sent to me prior to me receiving the last Investigation being concluded and reported - Referring to point no. 6 there was no pressurized, leaking pipe found, Incident happened on the 11 July 2024 - Plumber was sent to evaluate pipe on the 17 July 2024 when water pressure could be normal, - How can the plumber verify what was the pressure on the 11 July 2024 as he only inspected the pipes and taps 6 days later - Referring to Point no. 7 how does the plumber verify there was no pressurised line, the plumber arrives one week later and pressures vary from time to time, technically speaking all taps and pipes and pipes will have a certain degree of pressure either high, low or medium - Referring to Point 8, however, the insured confirmed that, there was no water in the area and when the water came back, the taps were full of water then caused damages to the property · Who confirmed that, where is the actual evidence to justify this? · I have requested for recording of the telephonic conservations on many occasions but to date but not received them · Referring to point no. 9 , If the water is cut off by the municipality for whatever reason and then you leave your tap open and the water is turned on and this causes your house to be flooded, there is no cover - Who mentioned that there was no water and the taps were left open? - Where is the actual evidence to justify this? On the 20 August 2024 I received a letter from Adheela Mangera
Point no. 10 The claim was registered for damages to the property and a service provider was appointed on the claim. Upon inspection and validation of the claim, it was established that the damages did not occur from an insured event. The claim was subsequently as per the policy terms and conditions. Following further review we are satisfied with the assessment from the service provider. Assessment findings: • The service provider had tested the taps using a leak detection machine to see if there are any concealed leaks in and around the area. • It was noted that the taps were not leaking or showed any signs of a leak. • The pipe work around the sink was inspected and concluded that was no concealed leak in this area. Point no. 10 (a) - Why was the service provider not sent on the evening on the evening of the 11 July 2024 - The service provider arrived after 6 days and it was very evident at that point in time there was no leak by a simple visual inspection - How could the service provider prove there was no leak or passing of water on the 11 July 2024 as he tested the leak on the 17 July 2024 , 6 days later - We have requested for this report on many occasions but the bank deliberately ignored our request - Do you expect to find the tap leaking or passing after seven days - What photos were taken and how did your department come to the conclusion the claim is not as a result of the damages caused by the kitchen tap Point no. 10 (b) - Referring to the above who is the service that did the inspection and verified the damages did not occur from the insured event - Why was the test not conducted on 11 July 2024, it took a service provider 6 days to come to my residence to test the tap and pipes - Would the situation have not changed after 6 days when everything was fine - What is the gentleman’s qualification who came to my home to inspect, carry out tests and verify , I know him and can verify him by his face , I need his qualifications declaring him as a competent and certified plumber certified to carry out this task In conclusion the investigation is biased and Standard Bank wants to deliberately decline my claim even though it is a valid and legitimate claim for the following reasons. The bank has made statements of me saying certain things but cannot back themselves on this. The bank in their investigations have made different findings and to date failed to justify. 1. 3 Rejection letters were received for one claim 2. Referring to Point 8, however, the insured confirmed that, there was no water in the area and when the water came back, the taps were full of water then caused damages to the property - When did I inform the bank of the above, I have never made such statement to the bank, to date I have been asking for the telephonic recordings to verify I informed the bank there was no water in the area and when the water came back the taps were full of water , the bank is withholding this info from me or trying to cover up for their ***** investigation and feedback. 3. Referring to point no. 9, If the water is cut off by the municipality for whatever reason and then you leave your tap open and the water is turned on and this causes your house to be flooded, there is no cover Who mentioned that there was no water and the taps were left open? Where is the actual evidence to justify this? To date I have been asking for the telephonic recordings to verify I mentioned the above 4. The service provider had tested the taps using a leak detection machine to see if there are any concealed leaks in and around the area. It was noted that the taps were not leaking or showed any signs of a leak. This test was done 6 days later when the tap showed no physical observation of a leak. How can you see any leaks when there were no visual leaks 5. Based on Point no. 10 (a) Why was the service provider not immediately sent on the evening on the evening of the 11 July 2024 The service provider arrived after 6 days and it was very evident at that point in time there was no leak by a simple visual inspection How could the service provider prove there was no leak or passing of water on the 11 July 2024 as he tested the leak on the 17 July 2024 We have requested for this report on many occasions, but the bank deliberately ignored our request What photos were taken and how did your department come to the conclusion the claim is not as a result of the damages caused by the kitchen tap Point no. 10 (a) - Referring to the above who is the service that did the inspection and verified the damages did not occur from the insured event - Why was the test not conducted on 11 July 2024, it took a service provider 6 days to come to my residence to test the tap and pipes - Would the situation have not changed after 6 days when everything was fine - What is the gentleman’s qualification who came to my home to inspect, carry out tests and verify , I know him and can verify him by his face , I need his qualifications declaring him as a competent and certified plumber certified to carry out this task Point no. 10 (b) - Referring to the above who is the service that did the inspection and verified the damages did not occur from the insured event - Why was the test not conducted on 11 July 2024, it took a service provider 6 days to come to my residence to test the tap and pipes - Would the situation have not changed after 6 days when everything was fine, potential high and low water pressure in the area - What is the gentleman’s qualification who came to my home to inspect, carried out the tests , I know him and can verify him by his face, I need his qualifications declaring him as a competent and certified plumber certified to carry out this task · As you can see from the above the bank has several changing findings/RCA in their Investigations, this is a reflection of their · The bank also included in their findings statements made by me which is not true. I have on numerous occasions requested for telephone recordings and the plumbers reports which to date has not sent to me. · The bank has failed to honour their commitment to uphold their insurance guarantee and protection. · The bank has failed to do a proper investigation and provide me feedback on my directed complaint. (Customer service stinks) · The bank has made a decision to close the claim without even answering my questions and providing me with evidence (telephonic conversations) recordings and plumbing reports · I have previously called on the CEO of standard bank to come on board and sort this out, but he too has failed to come on board. · What kind of fate do you expect us as customers to have in him if he cannot deal with unhappy customers and service. · Come on CEO, walk your walk and talk your talk, you are dropping the image of Standard Bank South Africa.
AMa
Anand Moodley anand.moodley's updateReviewer Update
28 Aug 2024, 22:49Mr Chairperson of Standard Bank of South Africa, dont you think your team has made a mockery of the image and integrity of standard bank. How is it possible to send your client 3 rejection letters. Your last specialist was supposed to investigate and revert with feedback on my complaint.
How is it possible for the RCA conducted by 2 different specialists differ. How is it possible for the so-called specialists make false statements as part of their RCA, this is perjury. Mr Chairperson your so-called specialists alleged I said there was no water in the area and when the water came back, the taps were full of water then caused damages to the property.
So many other RCA had developed from this on RCA claim. Why is standard bank withholding the plumbers report and recordings of me noting the following the taps were full of water then caused damages to the property. This test was done 6 days later when the tap showed no physical observation of a leak. How can you see any leaks when there were no visual leaks.
Who is the service that did the inspection and verified the damages did not occur from the insured event, where is the report, what is his qualification.
Mr Chairperson of standard bank of SA your team is just using word and trying to ***** around and failing to honour the standard bank commitment and promise. Mr chairperson there is more than enough evidence to show how standard bank has deliberately fabricated their RCA in order to decline my claim. Mr Chairperson I want not rest until the truth is put on the table.
How is it possible for the RCA conducted by 2 different specialists differ. How is it possible for the so-called specialists make false statements as part of their RCA, this is perjury. Mr Chairperson your so-called specialists alleged I said there was no water in the area and when the water came back, the taps were full of water then caused damages to the property.
So many other RCA had developed from this on RCA claim. Why is standard bank withholding the plumbers report and recordings of me noting the following the taps were full of water then caused damages to the property. This test was done 6 days later when the tap showed no physical observation of a leak. How can you see any leaks when there were no visual leaks.
Who is the service that did the inspection and verified the damages did not occur from the insured event, where is the report, what is his qualification.
Mr Chairperson of standard bank of SA your team is just using word and trying to ***** around and failing to honour the standard bank commitment and promise. Mr chairperson there is more than enough evidence to show how standard bank has deliberately fabricated their RCA in order to decline my claim. Mr Chairperson I want not rest until the truth is put on the table.
AMa
Anand Moodley anand.moodley's update28 Aug 2024, 22:49
Reviewer Update
Mr Chairperson of Standard Bank of South Africa, dont you think your team has made a mockery of the image and integrity of standard bank. How is it possible to send your client 3 rejection letters. Your last specialist was supposed to investigate and revert with feedback on my complaint.
How is it possible for the RCA conducted by 2 different specialists differ. How is it possible for the so-called specialists make false statements as part of their RCA, this is perjury. Mr Chairperson your so-called specialists alleged I said there was no water in the area and when the water came back, the taps were full of water then caused damages to the property.
So many other RCA had developed from this on RCA claim. Why is standard bank withholding the plumbers report and recordings of me noting the following the taps were full of water then caused damages to the property. This test was done 6 days later when the tap showed no physical observation of a leak. How can you see any leaks when there were no visual leaks.
Who is the service that did the inspection and verified the damages did not occur from the insured event, where is the report, what is his qualification.
Mr Chairperson of standard bank of SA your team is just using word and trying to ***** around and failing to honour the standard bank commitment and promise. Mr chairperson there is more than enough evidence to show how standard bank has deliberately fabricated their RCA in order to decline my claim. Mr Chairperson I want not rest until the truth is put on the table.
How is it possible for the RCA conducted by 2 different specialists differ. How is it possible for the so-called specialists make false statements as part of their RCA, this is perjury. Mr Chairperson your so-called specialists alleged I said there was no water in the area and when the water came back, the taps were full of water then caused damages to the property.
So many other RCA had developed from this on RCA claim. Why is standard bank withholding the plumbers report and recordings of me noting the following the taps were full of water then caused damages to the property. This test was done 6 days later when the tap showed no physical observation of a leak. How can you see any leaks when there were no visual leaks.
Who is the service that did the inspection and verified the damages did not occur from the insured event, where is the report, what is his qualification.
Mr Chairperson of standard bank of SA your team is just using word and trying to ***** around and failing to honour the standard bank commitment and promise. Mr chairperson there is more than enough evidence to show how standard bank has deliberately fabricated their RCA in order to decline my claim. Mr Chairperson I want not rest until the truth is put on the table.
AMa
Anand Moodley anand.moodley's updateReviewer Update
28 Aug 2024, 23:01Your last specialist instead reinvestigated the claim and submitted another rejection letter, Is this how my complaint was supposed to be handled ? Is this how customer complaints are managed? Mr Chairperson the last investigator decided to close the case to suit the banks interest . They have failed and deliberately ignored my plea to provide me evidence from reports and telephonic recordings of my conversations with the bank staff. What is your bank trying to hide? the false information your investigators submitted on their reports. Mr Chairperson , without fail you are still taking my money every month but cannot be honest and honour your commitment to serve the needs of your client with honesty and integrity
AMa
Anand Moodley anand.moodley's update28 Aug 2024, 23:01
Reviewer Update
Your last specialist instead reinvestigated the claim and submitted another rejection letter, Is this how my complaint was supposed to be handled ? Is this how customer complaints are managed? Mr Chairperson the last investigator decided to close the case to suit the banks interest . They have failed and deliberately ignored my plea to provide me evidence from reports and telephonic recordings of my conversations with the bank staff. What is your bank trying to hide? the false information your investigators submitted on their reports. Mr Chairperson , without fail you are still taking my money every month but cannot be honest and honour your commitment to serve the needs of your client with honesty and integrity
Standard Bank's replyOfficial
29 Aug 2024, 07:30Dear Anand
We will follow up with our team and we will be in touch with further feedback.
Thank you
Kindest regards,
Standard Bank Hello Peter Team
***
We will follow up with our team and we will be in touch with further feedback.
Thank you
Kindest regards,
Standard Bank Hello Peter Team
***
Standard Bank's reply29 Aug 2024, 07:30
Official
Dear Anand
We will follow up with our team and we will be in touch with further feedback.
Thank you
Kindest regards,
Standard Bank Hello Peter Team
***
We will follow up with our team and we will be in touch with further feedback.
Thank you
Kindest regards,
Standard Bank Hello Peter Team
***