Standard Bank *******

They say February is a month of love... well, for me it definately is as it a month both my undying sources of love were born. My beloved wife and our ultimate gift, our first born.

While driving back, with gratefulness I could not help but look back and appreciate what we have. We were a healthy young family and the future looked good. After driving up to Johannesburg to drop off my younger sister at university, spending time with family and gettig an opportunity to celebrate my grandmother's 90th birthday, all from one trip, 2019 truly seemed like a year things were happening. Never did I think an unwarranted injustice would be dealt unto us...

On the 28th of January 2019, while driving down from Johannesburg, I received a call from my armed response company that there has been a break in at my house. I immediately called my insurance and infirmed them of the crime commited at my house; however it was in the wee hours, around 02:30 am so I was told to call later (and insurance consultants only worked during the week, we drove down on Sunday, to arrive Monday in Port Elizabeth).

Since we were quite a distance away from home, it was suggested we get a security to stand outside our home until we got back. I took that option once I confirmed I have such a benefit... I duly notified Standard Bank, my insurer (Standard Insurance Limited, I believe they call it).

Upon arrival at my place (police, armed response and security company were waiting outside my gate), the security door was secured by wire and door closed by the armed response. I took photos of how the scene looked when we got home. The security explained sequence of events; what they saw when they got to my place responding to the alarm and what they did afterwards.

And so, I started making two claims; one for the house and the other for the home contents that was ******. All this done Monday around 3-4pm, note the call on the way home was a claim registred against the household/structure. I asked the police to give me time to look through the house, only the lounge and dining area were violated; the rest of the house is cordoned off by an internal security gate (for such instances; especially when we are asleep at night). The second claim, home contents, was for items ****** within the house but first needed to open a case which we decided to delay until we were certain what was missing.

When my wife and I were ready we made the case and moved on to make the claim.

On Tuesday 29th of February, we drove to a Standard Bank branch to make the call to insurance, as from my previous experience these calls could take a while. Took about an hour for the call to be picked up by the SIL Home Contents department (was being transfered and put on hold). I finally got someone on the other end of the phone, I believe I spoke to Valentia Motaung (this was later revealed by one of the consultants). I stated my case...

Told her our home was broken into and the following were missing;

HP Envy laptop,

HP i7 laptop,

58" LG UHD television

Nikon D3400 DSLR camer… To think the worst is not the monetary loss... those can always be replaced (hopefully by Standard Bank Insurance), we lost an external hard drive and laptop with all our family pictures from before our son was born (9 years with my wife), photoshoot when my wife was due to deliver, the video of the delievery itself, our vacations and much more invaluable memories... things we would have one day sat back and shared with our family as much as my wife and I would sometimes do. All that is gone, we will never relive those moments nor share then in the same manner as when there's pictures. As they say, a picture is worth a thousand words... if I might add, that's the exact reason I bought a camera! Which, if thing go according to SIL, I won't have anymore... further future moments lost. Added a paragraph They say February is a month of love... well, for me it definately is as it a month both my undying sources of love were born. My beloved wife and our ultimate gift, our first born.

While driving back, with gratefulness I could not help but look back and appreciate what we have. We were a healthy young family and the future looked good. After driving up to Johannesburg to drop off my younger sister at university, spending time with family and gettig an opportunity to celebrate my grandmother's 90th birthday, all from one trip, 2019 truly seemed like a year things were happening. Never did I think an unwarranted injustice would be dealt unto us...

On the 28th of January 2019, while driving down from Johannesburg, I received a call from my armed response company that there has been a break in at my house. I immediately called my insurance and infirmed them of the crime commited at my house; however it was in the wee hours, around 02:30 am so I was told to call later (and insurance consultants only worked during the week, we drove down on Sunday, to arrive Monday in Port Elizabeth).

Since we were quite a distance away from home, it was suggested we get a security to stand outside our home until we got back. I took that option once I confirmed I have such a benefit... I duly notified Standard Bank, my insurer (Standard Insurance Limited, I believe they call it).

Upon arrival at my place (police, armed response and security company were waiting outside my gate), the security door was secured by wire and door closed by the armed response. I took photos of how the scene looked when we got home. The security explained sequence of events; what they saw when they got to my place responding to the alarm and what they did afterwards.

And so, I started making two claims; one for the house and the other for the home contents that was ******. All this done Monday around 3-4pm, note the call on the way home was a claim registred against the household/structure. I asked the police to give me time to look through the house, only the lounge and dining area were violated; the rest of the house is cordoned off by an internal security gate (for such instances; especially when we are asleep at night). The second claim, home contents, was for items ****** within the house but first needed to open a case which we decided to delay until we were certain what was missing.

When my wife and I were ready we made the case and moved on to make the claim.

On Tuesday 29th of February, we drove to a Standard Bank branch to make the call to insurance, as from my previous experience these calls could take a while. Took about an hour for the call to be picked up by the SIL Home Contents department (was being transfered and put on hold). I finally got someone on the other end of the phone, I believe I spoke to Valentia Motaung (this was later revealed by one of the consultants). I stated my case...

Told her our home was broken into and the following were missing;

HP Envy laptop,

HP i7 laptop,

58" LG UHD television

Nikon D3400 DSLR camera (later corrected to D3300, which aaccording to equipment manufacturer has been superseded by the D3400 model hence the quote)

3 terabyte external hard drive

Vases

I went into the branch again on the 30th (had a long chat with Lindelo) and again on the 31st to enquire about the progress of the claim. On Thursdays, the 31st I spoke to Tumelo, who told me there was no asessor assigned to my claim due to Standard Bank not having any asessors in my area. I was not happy, I told him I wanted an assessor assinged asap as it was not fair I waited for so many days for an assessor to come yet they have not even assigned one to my claim. On that day, arrangements were hastily made and an assessor was assigned however due to the timing it was too late for the assessor to make it to my house on the Thursday. Assessor asked for a couple of days for the appointment, which was the 4th of February 2019.

I was away for work, so my wife met the assessor... the assessor asked for quotes before he got to our house, said it'll make the process quicker. My wife (with our 1 year old on her back, no assistance) duly got the quotes for the previously mentioned items except the vases, all amounted to about R71k (quote from DeonWired). All this was handed to the assessor, however the form with the value of the home contents was left for us (my wife and I) to complete.

We communicated on social media on the value of what is currently in our home; once happy with the form submitted to the assessor.

Time lapsed, went away for two weeks, as previously mentioned, and when I landed back in the country on the 18th of February, I went into Standard Bank at the airport (ORT) to make the call, progress update... call went unanswered. I was on hold for close to an hour; same thing happened with earlier calls that did not get through. I had to call for an hour just to speak to a consultant, some calls were not picked up and I would decided to leave the branch... fuming!

I caught my connecting flight to Port Elizabeth and got home late, past banking working hours. I made another trip to a branch the following day (19th of February) and eventually the call was picked up (again about an hour wait) by a chap named Tumelo. Tumelo told me they could not see any report from the assessor, asked me to hold while he made the call presumably to the assessor. I told him it was not tge case as the assessor informed me he submitted his assessment already to SIL. After a few minutes, Tumelo got back and said the claim has been validated and a consultant will call me to discuss settlement after management had approved it. During the call I asked him if I have not previously spoken to him, he said no, asked him if he's sure... he does not know me. Asked if my claim history does not reflect if he never handled my case, once again Tumelo said no. To conclude my call, Tumelo assured me I would I would receive the call; truthfully told him based on previous experience and evidence, I doubted it.

To no surprise, I never did receive the call, only an sms...

Woke up the next day, thought I would get the call. I never did. On the (21st of February 2019) afternoon I went to the bank and made another long call to the insurance department. Eventually, on the second try my call was picked up by Lindelo. Asked her to list all the people I spoke to when I did manage to get through... she told me and told her Tumelo **** to me by saying he did not know me yet if you can see who I spoke previously spoke to so can he. This is another thing that made me boil! Lying, was it not enough the service was plain appalling and disgusting? SIL employees has misrepresented himself and purposefully mislead me... plain, straighfaced lies! If they can lie about that, what evidence is there they would be empathetic and customer focused in their service?

My case was forwarded to the Team Leader; Laylaa Alberts... she shocked me. She said my settlement was R17300, yes R17k settlement from a R71k claim. Another lier, she said the claim was R51k. She said the figure was so low due to applying average, I was underinsured.

I told Laylaa that I would not accept the settlement as it was worse than a slap in the face. It felt worse than the crime itself as I could not even replace the HP Envy laptop which was quoted at R21k at DionWired (amongst other ****** items).

After I got off the call, I was asked by the lady receiving people at the Standard Bank branch, she asked what the issue was and suggested we speak to a consultant.

After speaking to a consultant, we opened a case, case reference no. ********** 816, with Complains Resolution Centre on 21st of February 2019. Spoke to Aniki, am not certain of the spelling...

Mind you, all this happened on my wife's birthday... some birthday present huh?

The lady, Aniki, at the Complains Resolution Centre informed me I would be called within 24 hours, however the Friday passed (22/02/2019).

I am sceptical of Standard Bank and believe they are looking for ways to not pay the claimed settlement. They treat me as though I'm the one that did the crime or opened my doors inviting the ****s to come into my home. Someone violated my house, a place my wife, 1 year old son and I call a home. Our sanctuary was violated, our peace torn to shreds and all the work put into building what we have (materially, psychologically and otherwise) was oblitherated by a single act. We went as far as having security gates and armed response to discourage such, yet here we are.

Standard Bank, please pay the settlement claimed as I proved I owned the items and the assessor you assigned duly did his job. As it is, I have to comsider further security upgrade. Going back buying things I thought I would not have to, spending more than the R50k you clearly intent to not pay will plunge me in debt. It's unfair and if I was a weaker man would have cried right there and then at the bank when I heard the injustice dished out, R17k!

I am lost for words, all I can say is that I am tired and just wanted to build further my home. Prospect of doing certain things I did plus have to continue with other life requirements, as each day has it own "demons" leaves me weary.

To think the worst is not the monetary loss... those can always be replaced (hopefully by Standard Bank Insurance), we lost an external hard drive and laptop with all our family pictures from before our son was born (9 years with my wife), photoshoot when my wife was due to deliver, the video of the delievery itself, our vacations and much more invaluable memories... things we would have one day sat back and shared with our family as much as my wife and I would sometimes do. All that is gone, we will never relive those moments nor share then in the same manner as when there's pictures. As they say, a picture is worth a thousand words... if I might add, that's the exact reason I bought a camera! Which, if thing go according to SIL, I won't have anymore... further future moments lost.

All I want is what is due by me, is that too much to ask?