SUB-STANDARD BANK

Sadly there is no option for zero stars. This bunch certainly deserves it.

Unfortunately I had 2 make 2 claims on my house insurance within a week.

The 1st was on Dec 14th, 2023 when a burst filter flooded my pump room. I called Standard to register a claim and we were told that an assessor may visit later that day. This didn't happen and the enxt day was a public holiday so we waited till Monday the 18th to pursue the claim. We waited for news of an assessor visit but, mid-afternoon had to call Standard again. We were told the assessor would arrive the next morning.

The next morning -n oa ssessor so we called Standard again and were assured he would come later that day or the next morning. The assessor himself then called us and said he'd be there the next morning and had only just been asked to attend our claim! This contradicts everything we had been told by Standard.

The assessor arrived on the morning of the 21st Dec and his report is dated the 21st Dec. We had to call Standard again after Xmas to find out the outcome but got no feedback until we called on the 25th Jan 2024 when we were told the assessor's report had arrived. 55 days after we first registered the claim we received a letter rejecting the *** is nearly 2 months and is not good enough.

We referred this series of events to the ombud having received no aplogy or comment from Stadard's complaints process about this dreadful service. Standard merely rep**** to the ombud without any comment on their abysmal service and even suggested the claim had not been registered until Dec 29th, a clear error on their part as their own assessor's report clearly shows a visit date of the 21st. Insurers only appoint assessors because of a claim registration!

In the meantime we had to claim again because of a leak in our en suite bathroom that damaged our flooring. This claim was registered soon after Xmas and an assessor arrived this time fairly soon afterwards.

He acknowledged the claim and got the leak fixed soon afterwards and our old damaged flooring was st**********.

This was all during a hot spell of weather so we now waited for the concrete floor to dry out before the new one could be laid. And we waied and waited... We called Standard several times after 2 weeks of drying but were told the claim was with supervisors to be signed off. We were told this several times before visiting a Standard branchon Feb 7th where the manager called the claims people direct and received assurances our claim would be signed off imminently. The new floor was eventually installed on March 7th, during which time we had to chase Standard several more times to get action.

These events have also been compounded by our experience in discharging our bond with Standard where a lack of communication from them has delayed the process.

My advice - avoid this crew. They are VERY SUB-STANDARD in their service.