Unbelievably Disappointing Service – Standard Bank Insurance, Straight Through Procurement Solutions & Precision Repair Centre

As an 81-year-old woman, I write as one who has been banking with Standard Bank longer than most of the young people now running the show have been alive. It is very disappointing how things are being run with my claim between three companies involved.

There have been no issues with our insurance and no claims at all since December 2017 when I bought the car from my daughter. It is unfathomable why, when the damage is minor on the outside (on the driver’s side, the wheel, headlight and bumper, and water was running out the front, but nothing was mentioned about the engine, or under the hood of the car!) On 31 August a taxi, whose driver’s licence had expired, who “didn’t even see us”, rode into our old vehicle. The immediate impression when calling on 1 September to lodge the claim, is that nothing would be done about that situation, when the taxi driver clearly was at fault. My daughter was driving, and because we are both pensioners, our excess was waivered.

We have since been disappointed in every way that the claim has been managed.

1. First of all, to be told to send photographs of every kind to be “assessed” – what kind of an assessment is that? It is unbelievable that a “Quotation” is assessed by a third party that needs to be paid from our insurance, for only looking at photographs!!!

2. Then we were told to bring the vehicle to Straight Through Procurement Solutions, Rivonia, which was already appointed. We clearly stated again, we live close to Centurion, where there are a multitude of repair centres within 10km of our home?

3. Next, another place in Pretoria West was appointed which is in an unsafe area for two pensioners to be near. We made enquiries and found MOKAR as recommended within 10km, we asked but were told “it’s not on our list.”

4. Eventually we receive news that Precision Repair Centre is the appointed workshop, but we can only take the car in on Wednesday, 22 October. We wait because we have no other option.

5. We arrange and take the car in the afternoon before because we are not keen on battling peak hour traffic in the morning. We think that the company, knowing what’s coming because all the photographs were provided, may have made provisions, and we will have a quick turn-around time. Yet immediately we are told that there will be additional costs – implying that the given quote will be higher.

6. By Friday 31 October, a full 8 business days later, we call and are told that the replacement parts cost more than the initial assessment that was approved and by Monday we should know if the car has been approved to be written off.

7. Monday, morning, 3 November we called Precision staff again, and they are unable to access online details because they are changing their systems. That is the excuse for not being able to provide us with a quote, already supposedly being processed for a write-off. We clearly state that we can’t afford to buy even a secondhand car, and need to start to understand what is happening by seeing these quotes, some paperwork. However someone is going to send us the quote that, it sounds like hasn’t even been done. We try to call again in the afternoon but can’t speak with anyone, leave a message but thus far there has been no return call.

8. Furthermore, the lady that we were in contact with when we reported our accident on the 1st September, assured us that we will be informed every step of the way. This has not happened, we had to make arrangements with the Repair Center ourselves and ask for details, and have not had any report from her, via email or phone call.

9. Yesterday, between those calls to the Repair Centre, an agent of Straight Through Procurement Solutions, called to inform us that the car is being written off. We again explained that we can’t afford to buy any other car at all. What a disappointment, after all these years of paying ever increasing Insurance policies, faithfully, this is the treatment we receive for our loyalty!!

We have been paying YOU Standard Bank Insurance, NOT Straight Through or Precision Repairs. There is not a peep from any one of your employees, disgusting!