Based on recent customer reviews, Standard Bank Homeloan Insurance receives overwhelmingly negative feedback centered on extremely poor claims handling. Customers consistently report weeks or months of delays, unanswered emails, unreturned phone calls, and being passed between multiple agents with no resolution. Geyser, water pipe, and property damage claims are frequently cited as unresolved for extended periods. Several reviewers describe claims being approved then reversed or rejected without clear explanation. Billing disputes, difficulty cancelling policies, and a lack of accountability from assigned consultants further erode trust in the service.
TrustIndex
3.2
Score
NPS Score
-100
Recommended: Unlikely
Apr '25 - Mar '26
Recent reviews (47)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
1 reviews | Active since Jan 2020
No response on claim no. HLB/2026/479338
Claim no. HLB/2026/479338 no response at all, worst experience ever. Its been a month since my house was broken into and the roof, ceiling and alarm system destroyed and I'm being sent from pilar to post with no progress and the consultant assigned to my case(Refilwe) is never available and never calls back even if i leave messages and send emails. The incident happened on the 14th February 2026 till now the claim is going nowhere and I'm frustrated and angry.
1 reviews | Active since Jan 2020
No response on claim no. HLB/2026/479338
Claim no. HLB/2026/479338 no response at all, worst experience ever. Its been a month since my house was broken into and the roof, ceiling and alarm system destroyed and I'm being sent from pilar to post with no progress and the consultant assigned to my case(Refilwe) is never available and never calls back even if i leave messages and send emails. The incident happened on the 14th February 2026 till now the claim is going nowhere and I'm frustrated and angry.
1 reviews | Active since Jan 2020
Standard Bank Home Owners Insurance... service non-existing!
I don't know what to say anymore - I have called - logged complaints - previously placed a complaint on hellopeter.com after which Standard Bank called me and promised me they are making my complaint a priority and up to date ... absolutely nothing... my house was struck with lightning ... aircon gone ... all outside light gone ... so what is my next option to get you attention Standard Bank ...
1 reviews | Active since Jan 2020
Standard Bank Home Owners Insurance... service non-existing!
I don't know what to say anymore - I have called - logged complaints - previously placed a complaint on hellopeter.com after which Standard Bank called me and promised me they are making my complaint a priority and up to date ... absolutely nothing... my house was struck with lightning ... aircon gone ... all outside light gone ... so what is my next option to get you attention Standard Bank ...
1 reviews | Active since Jan 2020
Standard Bank Home Loan Insurance - shocking customer service
I wish that there was a no star option, because they do not even deserve one star. If anyone is with Standard Bank Home loan insurance i would advise you to move your insurance asap! I am writing to formally request a review of the rejection of our recent insurance claim relating to damage caused by a burst municipal pipe at our property. On 16 December 2025, a municipal water pipe running beneath our boundary wall burst. Two weeks prior to this, we experienced a smaller burst pipe; however, at the time we did not believe the damage was significant enough to report to Standard Bank Insurance. The burst on 16 December was severe. The pipes had been installed beneath our boundary wall prior to our purchase of the property 12 years ago. We immediately reported the incident to UGU Municipality, who only shut off the water almost two days later. By that time, substantial damage had already occurred — our precast boundary wall had begun collapsing due to water saturation. In order to access and repair the damaged pipes, UGU used a backacter, which required the demolition of the remaining wall structure. As a result, our property has been left completely open, posing a serious safety and security risk. Our dogs have had to remain confined indoors since the incident. The claim was reported to Standard Bank Insurance on 17 December 2025. We only received responses to our calls and emails in January. A builder was subsequently sent to assess the damage and submit a quotation; however, we were never informed of the outcome or value of that assessment. After numerous follow-ups, we were informed that an assessor would be appointed. The assessor visited our property and indicated that he agreed the claim warranted insurance assistance. He requested that we obtain quotations from a precast installer, which we did and forwarded to both him and Standard Bank Insurance. Shortly thereafter, we received an SMS confirming that our claim had been authorized. Approximately one week later, my husband contacted Standard Bank Insurance to enquire about the next steps so that we could proceed with rebuilding the wall as soon as possible. At that point, we were informed that our claim had in fact been rejected. Throughout this process, our claim was handled by three different individuals within the claims department. Each time we contacted the insurer, it appeared that no one was fami**** with the status of our case. The level of service and communication has been extremely concerning. When we queried the rejection telephonically, we were advised that the policy only covers claims where Standard Bank fixes the pipes. This is inconsistent with our previous experience, as we had a similar incident a few years ago elsewhere on our property. In that instance, the municipality repaired the pipes and Standard Bank Insurance approved our claim for the related damage. Since this incident, UGU Municipality has relocated the old pipes away from our boundary and installed new pipes to prevent a recurrence. We respectfully request that this matter be reconsidered urgently, as our property remains unsecured. I have also obtained an additional quotation for the wall repairs, which can be provided if required. i have also tried to change my email address that they have linked to my profile which is still not changed something simple like an email address. this is the worst customer service that i have ever received please stay far away from Standard Bank Home Loan Insurance!!
1 reviews | Active since Jan 2020
Standard Bank Home Loan Insurance - shocking customer service
I wish that there was a no star option, because they do not even deserve one star. If anyone is with Standard Bank Home loan insurance i would advise you to move your insurance asap! I am writing to formally request a review of the rejection of our recent insurance claim relating to damage caused by a burst municipal pipe at our property. On 16 December 2025, a municipal water pipe running beneath our boundary wall burst. Two weeks prior to this, we experienced a smaller burst pipe; however, at the time we did not believe the damage was significant enough to report to Standard Bank Insurance. The burst on 16 December was severe. The pipes had been installed beneath our boundary wall prior to our purchase of the property 12 years ago. We immediately reported the incident to UGU Municipality, who only shut off the water almost two days later. By that time, substantial damage had already occurred — our precast boundary wall had begun collapsing due to water saturation. In order to access and repair the damaged pipes, UGU used a backacter, which required the demolition of the remaining wall structure. As a result, our property has been left completely open, posing a serious safety and security risk. Our dogs have had to remain confined indoors since the incident. The claim was reported to Standard Bank Insurance on 17 December 2025. We only received responses to our calls and emails in January. A builder was subsequently sent to assess the damage and submit a quotation; however, we were never informed of the outcome or value of that assessment. After numerous follow-ups, we were informed that an assessor would be appointed. The assessor visited our property and indicated that he agreed the claim warranted insurance assistance. He requested that we obtain quotations from a precast installer, which we did and forwarded to both him and Standard Bank Insurance. Shortly thereafter, we received an SMS confirming that our claim had been authorized. Approximately one week later, my husband contacted Standard Bank Insurance to enquire about the next steps so that we could proceed with rebuilding the wall as soon as possible. At that point, we were informed that our claim had in fact been rejected. Throughout this process, our claim was handled by three different individuals within the claims department. Each time we contacted the insurer, it appeared that no one was fami**** with the status of our case. The level of service and communication has been extremely concerning. When we queried the rejection telephonically, we were advised that the policy only covers claims where Standard Bank fixes the pipes. This is inconsistent with our previous experience, as we had a similar incident a few years ago elsewhere on our property. In that instance, the municipality repaired the pipes and Standard Bank Insurance approved our claim for the related damage. Since this incident, UGU Municipality has relocated the old pipes away from our boundary and installed new pipes to prevent a recurrence. We respectfully request that this matter be reconsidered urgently, as our property remains unsecured. I have also obtained an additional quotation for the wall repairs, which can be provided if required. i have also tried to change my email address that they have linked to my profile which is still not changed something simple like an email address. this is the worst customer service that i have ever received please stay far away from Standard Bank Home Loan Insurance!!
1 reviews | Active since Jan 2020
****
Dear Sir/Madam I am writing to formally request the cancellation of the Home Protection Policy currently linked to my home loan account. At the time of my home loan application, I was advised that my existing life insurance policy with Liberty was sufficient and that it would not be necessary to take up Standard Bank’s Home Protection Policy. The life policy documentation was submitted by the attorney as part of the home loan application process. Despite this, I have noticed that the Home Protection Policy continues to be added to my loan account and deducted monthly. In attempting to resolve this matter, I provided the email confirmation from the attorney indicating that the life policy was submitted with the application. However, I have been informed that cancellation is not possible. I was then advised to obtain a cession form, which led me to contact Liberty. Liberty has since advised that I must obtain the required form directly from Standard Bank. To date, I have not received any meaningful assistance or response. This situation is extremely frustrating, as it appears that I am being charged for a policy that should not have been implemented in the first place. I request the following: Immediate cancellation of the Home Protection Policy. A clear written explanation, in plain language, of the process required to resolve this matter. Confirmation of any refund due for premiums incorrectly charged. The necessary cession documentation, if still required, sent directly to me without further delay. Please treat this matter as urgent. I expect a prompt response outlining the next steps and resolution timeline. Kind regards, Kim Naidu
1 reviews | Active since Jan 2020
****
Dear Sir/Madam I am writing to formally request the cancellation of the Home Protection Policy currently linked to my home loan account. At the time of my home loan application, I was advised that my existing life insurance policy with Liberty was sufficient and that it would not be necessary to take up Standard Bank’s Home Protection Policy. The life policy documentation was submitted by the attorney as part of the home loan application process. Despite this, I have noticed that the Home Protection Policy continues to be added to my loan account and deducted monthly. In attempting to resolve this matter, I provided the email confirmation from the attorney indicating that the life policy was submitted with the application. However, I have been informed that cancellation is not possible. I was then advised to obtain a cession form, which led me to contact Liberty. Liberty has since advised that I must obtain the required form directly from Standard Bank. To date, I have not received any meaningful assistance or response. This situation is extremely frustrating, as it appears that I am being charged for a policy that should not have been implemented in the first place. I request the following: Immediate cancellation of the Home Protection Policy. A clear written explanation, in plain language, of the process required to resolve this matter. Confirmation of any refund due for premiums incorrectly charged. The necessary cession documentation, if still required, sent directly to me without further delay. Please treat this matter as urgent. I expect a prompt response outlining the next steps and resolution timeline. Kind regards, Kim Naidu
1 reviews | Active since Jan 2020
Standard Bank Home Insurance – Shockingly Poor Service
I regret choosing Standard Bank Home Insurance. A vehicle crashed into my property on 22 November 2025, causing serious damage. The claim was reported immediately, yet months later nothing has been fixed. I have received no proactive updates and must constantly follow up myself. Service providers were rejected, assessments were done and never followed up, and my yard is still wide open, putting my family and children at risk. The lack of urgency, accountability, and communication is unacceptable. The way this claim has been handled makes me seriously question whether I am being treated unfairly or discriminated against, as no reasonable explanation has been provided for these delays. This experience has been stressful, unsafe, and deeply disappointing. I would not recommend Standard Bank Home Insurance.
1 reviews | Active since Jan 2020
Standard Bank Home Insurance – Shockingly Poor Service
I regret choosing Standard Bank Home Insurance. A vehicle crashed into my property on 22 November 2025, causing serious damage. The claim was reported immediately, yet months later nothing has been fixed. I have received no proactive updates and must constantly follow up myself. Service providers were rejected, assessments were done and never followed up, and my yard is still wide open, putting my family and children at risk. The lack of urgency, accountability, and communication is unacceptable. The way this claim has been handled makes me seriously question whether I am being treated unfairly or discriminated against, as no reasonable explanation has been provided for these delays. This experience has been stressful, unsafe, and deeply disappointing. I would not recommend Standard Bank Home Insurance.
1 reviews | Active since Jan 2020
You are losing a client !!!!
I am so frustrated I’m trying to log a claim , but I’m not getting any assistance, I phoned 5 times waiting 10 minutes on each call , I even opted for a call back and still no one one contacted me. Do you guys even have the damn consultants !!!!!
1 reviews | Active since Jan 2020
You are losing a client !!!!
I am so frustrated I’m trying to log a claim , but I’m not getting any assistance, I phoned 5 times waiting 10 minutes on each call , I even opted for a call back and still no one one contacted me. Do you guys even have the damn consultants !!!!!
1 reviews | Active since Jan 2020
Standard Bank Homeowners Insurance is a disgrace and total farce
We had our house for 15 years now and this December was the first time we ever claimed. If we knew what kind of service to expect from Standard Bank we would have moved our bond somewhere else. Really they are pathetic. No feedback, so response to emails and do not even try to call your supposed assigned agent as there phoned never work and they never call you back. Standard bank must just cancel the callback option and state "please do not call us and note we will definitely not call you". For any interested buyers out there please note DO NOT apply for a bond through Standard Bank the service delivery afterward is ZERO they will take your monthly premiums and that is that. You can just as well dump your money in the dustbin or better give it to a charity that needs it.
1 reviews | Active since Jan 2020
Standard Bank Homeowners Insurance is a disgrace and total farce
We had our house for 15 years now and this December was the first time we ever claimed. If we knew what kind of service to expect from Standard Bank we would have moved our bond somewhere else. Really they are pathetic. No feedback, so response to emails and do not even try to call your supposed assigned agent as there phoned never work and they never call you back. Standard bank must just cancel the callback option and state "please do not call us and note we will definitely not call you". For any interested buyers out there please note DO NOT apply for a bond through Standard Bank the service delivery afterward is ZERO they will take your monthly premiums and that is that. You can just as well dump your money in the dustbin or better give it to a charity that needs it.
1 reviews | Active since Jan 2020
Standard Bank Home Owners Insurance - Worst of the Worst
If there were a no-star to choose from, I would with utmost cer*****y have gone with that option. We have logged a complaint with Standard Bank Home Owners Insurance on 23 December 2025 and up to date nobody has responded. They did acknowledge that they received the email and will be in contact shortly, to no avail. We have been with them for 23 years this year! Highly disgusted with their service - it is something to be desired!
1 reviews | Active since Jan 2020
Standard Bank Home Owners Insurance - Worst of the Worst
If there were a no-star to choose from, I would with utmost cer*****y have gone with that option. We have logged a complaint with Standard Bank Home Owners Insurance on 23 December 2025 and up to date nobody has responded. They did acknowledge that they received the email and will be in contact shortly, to no avail. We have been with them for 23 years this year! Highly disgusted with their service - it is something to be desired!