Frequently asked questions
Q: What is the procedure to lodge a claim?
A: If a claim arises due to an insured peril, you can contact our Claims Fulfilment Centre on 0860 123 444 Monday to Friday between 8am to 5pm.
Q: Who do I contact if I have an emergency outside of office hours?
A: Contact Home Assistance Services on share call number 0860 626 160. They are open 365 days a year, 7 days a week.
Q: What is the procedure to cancel the Homeowners Insurance Policy?
A: The policy must remain in force for the duration of the bond. If you require alternative Homeowners Insurance (to be insured elsewhere), you can request Home Loans to cancel the Home owners policy. However, you will be required to provide proof of your alternative homeowners cover to the Home Loans department.
Alternatively call us 0860 123 112 for assistance.
Q: What does the policy cover?
A: Damage to the physical structure of your private residence and domestic outbuildings, identified as the risk situation in your certificate, and where the structure is built in accordance with the National Building Regulations and constructed as indicated in your certificate. Note: This definition refers to a “private residence” and if the building/s is/are occupied for purposes other than domestic use, you should notify Standard Bank Insurance Brokers for the appropriate cover to be arranged.
Q: What is subsidence and landslip cover?
A: Subsidence is the gradual movement of the land from causes unconnected with the buildings. Landslip is the downward or sideways movement of slopping ground resulting from stresses and loadings exceeding the available strength of the ground. We offer limited subsidence and landslip cover, which cover you for any damages from ground floor level upwards.
Q: What is the procedure if the bond is cancelled and they want to continue with our Insurance?
A: If the bond is cancelled, please contact our Servicing and Administration department on 0860 121 141 from Monday to Friday between 8:00 am to 5:00 pm in order to issue a policy debited to your current account.
Q: How is the sum insured calculated?
A: The Sum Insured is based on the current replacement cost and not market value. The Sum Insured is increased annually based on information from Bureau of Economics Research as well as increases in materials and labour costs of various fixtures and fittings. However, it is your responsibility to ensure that you are adequately insured at all times. If you have made any renovations to your property, please inform us immediately on 0860 121 141, Monday to Friday between 8:00 am to 5:00 pm.
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