SB
Standard Bank Insurance
Verified Business
SB
Rated in:
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Standard Bank Insurance is experiencing significant service breakdowns across nearly every operational area. Customers describe prolonged claim delays, rejected claims citing wear and tear or maintenance, unreachable consultants, and unresponsive complaints channels. While isolated agents earn praise for empathy and ownership, the dominant narrative is one of frustration, repeated follow-ups, and escalations to the Ombudsman.
TrustIndex
2.3
Ranking
#112
in Insurance
NPS Score
-82
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Standard Bank Insurance shows severe and consistent service failures across claims handling, communication, and agent quality. Customers describe months-long delays, unanswered calls and emails, rejected claims citing wear and tear, and poor contractor workmanship. A small number of positive experiences reference named consultants who delivered exceptional service, but these are rare exceptions in an overwhelmingly negative experience landscape.
The most common complaint about Standard Bank Insurance, based on Hellopeter's AI analysis of recent customer reviews, is Claims Handling & Resolution. Claims routinely drag on for months with rejections citing wear and tear, poor maintenance, or pre-existing damage. Customers report assessors not properly inspecting properties, claims being closed without resolution, and being forced to pay out of pocket while still being debited monthly premiums.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
It is impossible to register a claim with Standard Bank Insurance. No online registration is answered - you receive an automated response but no action. No telephone is answered - none of the options given work - you get told you are no 2 in line and it will take 10 minutes to get answered - you dont get answered even after 20 minutes. On line you can register your claim - you get an automated number but nobody gets back to you. Their dervice is appalling.
1 reviews | Active since Jan 2020
It is impossible to register a claim with Standard Bank Insurance. No online registration is answered - you receive an automated response but no action. No telephone is answered - none of the options given work - you get told you are no 2 in line and it will take 10 minutes to get answered - you dont get answered even after 20 minutes. On line you can register your claim - you get an automated number but nobody gets back to you. Their dervice is appalling.
1 reviews | Active since Jan 2020
On the 10th May 2026 during a sever wind storm, the roof sheeting from my outbuilding flew off. It was a terrifying experience and my children were playing outside a few minutes before. They could have been seriously injured. I managed to secure the sheeting back on with wire to protect my goods that are stored in the outbuilding just before we had very heavy rains. I logged the claim on the app on the 11th May 2026. Standard Bank thereafter sent their service provider out 3 days later to assess. The service provider chosen by themselves submitted the assessment on the 14th May 2026. To date i have not received feedback from Standard Bank Insurance. My roof sheeting is secured with wire and i have my helper sleeping in that room. I have already received quotations from other service providers to continue with the work of which standard bank must reimburse me. I cannot wait indefinitely for an outcome, noting that my furniture and appliances can be damaged at any time with water seeping in through the roof sheeting. I sent pictures of the sheeting lying all over my yard. I called standard bank insurance numerous times to follow up. The wait time per call is over 54 minutes at a time. this is not acceptable Standard Bank Insurance. The loose roof sheets are a danger to my family, my helper cannot stay over until the roof is repaired and my goods are at risk of being damaged. Are you going to replace all my items as well? It cannot possibly take 2 weeks to assess a report received from your service provider. DO BETTER STANDARD BANK INSURANCE!!!!!!!!!!!!!!!!!!!!!!!
1 reviews | Active since Jan 2020
On the 10th May 2026 during a sever wind storm, the roof sheeting from my outbuilding flew off. It was a terrifying experience and my children were playing outside a few minutes before. They could have been seriously injured. I managed to secure the sheeting back on with wire to protect my goods that are stored in the outbuilding just before we had very heavy rains. I logged the claim on the app on the 11th May 2026. Standard Bank thereafter sent their service provider out 3 days later to assess. The service provider chosen by themselves submitted the assessment on the 14th May 2026. To date i have not received feedback from Standard Bank Insurance. My roof sheeting is secured with wire and i have my helper sleeping in that room. I have already received quotations from other service providers to continue with the work of which standard bank must reimburse me. I cannot wait indefinitely for an outcome, noting that my furniture and appliances can be damaged at any time with water seeping in through the roof sheeting. I sent pictures of the sheeting lying all over my yard. I called standard bank insurance numerous times to follow up. The wait time per call is over 54 minutes at a time. this is not acceptable Standard Bank Insurance. The loose roof sheets are a danger to my family, my helper cannot stay over until the roof is repaired and my goods are at risk of being damaged. Are you going to replace all my items as well? It cannot possibly take 2 weeks to assess a report received from your service provider. DO BETTER STANDARD BANK INSURANCE!!!!!!!!!!!!!!!!!!!!!!!
1 reviews | Active since Jan 2020
3 weeks without warm water, half the house lights not working and gate motor not working. Put a claim in, waited almost two weeks for various assessors to come, yet nothing. Pensioners struggling so bad. Yet each month they pay the bill. Waiting waiting. Endless calls, emails but NO ASSISTANCE. WORST INSURANCE EVER!!!!!
1 reviews | Active since Jan 2020
3 weeks without warm water, half the house lights not working and gate motor not working. Put a claim in, waited almost two weeks for various assessors to come, yet nothing. Pensioners struggling so bad. Yet each month they pay the bill. Waiting waiting. Endless calls, emails but NO ASSISTANCE. WORST INSURANCE EVER!!!!!
1 reviews | Active since Jan 2020
I registered a claim and sent the documents as requested. It is impossible to reach them for feedback on the claim and it takes them up to 3 days to return a call. There is no notification as to what is going on
1 reviews | Active since Jan 2020
I registered a claim and sent the documents as requested. It is impossible to reach them for feedback on the claim and it takes them up to 3 days to return a call. There is no notification as to what is going on
1 reviews | Active since Jan 2020
On the week on 11 My 2026, we had heavy rains in Cape Town and I notice the was water running down in one of the walls contacted the insurer an assessor came through. now yesterday they phoned me to say that the claim has been rejected due to a damage they found on the roof which I was not aware of. According to them the water damage has been there for a while so I should have reported it. My question to them was HOW was I supposed to know if the were no visible signs of a leak from the inside? Had we not had the rainy windy weather for those few days I would not have known. Now they are shifting to say I should have gotten a professional to come and check, why would I seek services for something I know nothing about? The house is a new build and is 5 years old. Must we client now climb on the roof to check for possible leaks? That is why we take out insurances for just in case something happens we are covered. I don't understand on what basis was the rejection. You try to call their call center you are on hold for up to an hour with no one answering. Why must we keep on paying if we are not going to be assisted?
1 reviews | Active since Jan 2020
On the week on 11 My 2026, we had heavy rains in Cape Town and I notice the was water running down in one of the walls contacted the insurer an assessor came through. now yesterday they phoned me to say that the claim has been rejected due to a damage they found on the roof which I was not aware of. According to them the water damage has been there for a while so I should have reported it. My question to them was HOW was I supposed to know if the were no visible signs of a leak from the inside? Had we not had the rainy windy weather for those few days I would not have known. Now they are shifting to say I should have gotten a professional to come and check, why would I seek services for something I know nothing about? The house is a new build and is 5 years old. Must we client now climb on the roof to check for possible leaks? That is why we take out insurances for just in case something happens we are covered. I don't understand on what basis was the rejection. You try to call their call center you are on hold for up to an hour with no one answering. Why must we keep on paying if we are not going to be assisted?
1 reviews | Active since Jan 2020
I am dealing with Nonzwakazi Flekkies. Standard Bank is not getting back to me or updating me regarding my claim, which apparently was approved. They wanted proof of the last claim which I emailed them (Btw, I had already emailed them those proofs of expenses and job done in 2024). Now what is the latest with my claim please? I need to fix leaks caused by the last storm ASAP. Can someone hurry please?
1 reviews | Active since Jan 2020
I am dealing with Nonzwakazi Flekkies. Standard Bank is not getting back to me or updating me regarding my claim, which apparently was approved. They wanted proof of the last claim which I emailed them (Btw, I had already emailed them those proofs of expenses and job done in 2024). Now what is the latest with my claim please? I need to fix leaks caused by the last storm ASAP. Can someone hurry please?
1 reviews | Active since Jan 2020
Extremely poor service received from Standard bank insurance (SIL). I have building insurance for my home that is tied to my home loan. We experienced a water leak on our Gas geyser in Feb of 2026 and informed SIL on the 9th of March. The communication from SIL has been close to non-existent with only automated responses received. Calling the call centre did not help with waiting times exceeding 45min and the call back option never worked. I eventually got hold of someone when I phoned the complaints number which lead to a settlement letter on 1 April however by this time the water leak damaged the geyser electronics and a new unit was required. I submitted the updated quote and doc with again no response from SIL. After numerous mails and calls I again phoned the complaints number which lead to a conversation with Ms Phaka on the 24th of May who for the 1st time requested documentation which I submitted immediately. Meanwhile my complaint got a mail response on the 4th from Mr Khan who informed me of a doc that was missing to which I rep**** it has already been submitted but no further response from SIL since. I have followed up multiple times with SIL via mails without response. My only conclusion is that it the system is purposefully designed to frustrate customers. Claim remains unresolved.
1 reviews | Active since Jan 2020
Extremely poor service received from Standard bank insurance (SIL). I have building insurance for my home that is tied to my home loan. We experienced a water leak on our Gas geyser in Feb of 2026 and informed SIL on the 9th of March. The communication from SIL has been close to non-existent with only automated responses received. Calling the call centre did not help with waiting times exceeding 45min and the call back option never worked. I eventually got hold of someone when I phoned the complaints number which lead to a settlement letter on 1 April however by this time the water leak damaged the geyser electronics and a new unit was required. I submitted the updated quote and doc with again no response from SIL. After numerous mails and calls I again phoned the complaints number which lead to a conversation with Ms Phaka on the 24th of May who for the 1st time requested documentation which I submitted immediately. Meanwhile my complaint got a mail response on the 4th from Mr Khan who informed me of a doc that was missing to which I rep**** it has already been submitted but no further response from SIL since. I have followed up multiple times with SIL via mails without response. My only conclusion is that it the system is purposefully designed to frustrate customers. Claim remains unresolved.
Standard Bank Insurance scores 1.4 out of 5 on Hellopeter's AI analysis of service quality in Short Term Insurance, compared to the Short Term Insurance industry average of 3. Their strongest theme is Pricing & Excess (1.6); their weakest is Claims Handling (1.1). The top AI-rated Short Term Insurance business on Hellopeter is OUTsurance (4.2). How is the AI Score calculated? →
Standard Bank Insurance has a TrustIndex of 2.3 out of 10 on Hellopeter, based on 659 reviews in the last 12 months. Hellopeter has tracked Standard Bank Insurance across 7,189 total reviews. How is the TrustIndex calculated? →