Standard Bank
Incorrect claim assessment, very poor response

I submitted 2 claims (my first) on our home owners insurance. It took over 2 weeks before an assessment was done. The first for a geyser, where the problem was in fact wrongly assessed and the claim declined. I discoverd the incorrect assessment when given an alternative to contact home assistance service but still pay excess due the problem not being covered. The irony is that the bank then sent out one of their accredited plumbers under this service and he saw that the assessment was incorrect and the geyser needed to be replaced- he informed the bank who now had to replace it. The second claim again I was given an outright decline and was not happy with the reasons having made an effort to seek a professional opinion. I then escalated this matter to a more senior person and to date have heard nothing (over a week later). In the meantime the problem is getting worse and going to cost far more to fix than the original cost due to this lack of response. It seems that assessments are done with a view to find a reason to decline and that even escalating this was not enough. This was also done through Private Banking which has not made a difference in service or response. 2 Months!!

Company: Standard Bank
Country: South Africa
City: Johannesburg

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