Terrible service

I am highly disappointed and frustrated with the services I have received from FNB and their underwriter, Hollard. On 16th August 2023, my Volkswagen Polo was involved in an accident. To clarify, the accident was not my fault but was caused by a third party.

Given this fact, it is perplexing and highly distressing that I am being handed sub-par repair work. I would assume that the third party's insurance should cover the repair costs in such situations, ensuring that my vehicle is restored to its original state without any compromises on the quality of parts and workmanship.

However, it has now been nearly two months and not only is my car still not ready, but I've also been presented with a non-original rear bumper that doesn't fit properly as advised by Robert from VDS and my insurance refuse to go with the original part, where should they get an alternative bumper? One would expect that the responsible third party's insurance would cover the costs for an original bumper to ensure the right fit, function, and safety for my vehicle.

It deeply concerns me that despite the accident not being my fault, I seem to be the one making concessions. The quality of repairs is not just about the appearance but has significant safety implications as well. How is it that an insurance company of such repute would compromise on these critical aspects?

I am also left wondering about the role of the third party in this scenario and why their insurance isn't stepping in to cover the appropriate repair costs. I believed that paying for insurance through FNB and Hollard would mean receiving comprehensive service, especially when not at fault. Unfortunately, my current experience starkly contrasts with this expectation.

This ordeal has been taxing, to say the least. As customers, we rely on our insurance providers to advocate for our best interests, especially in situations where we are the aggrieved party. I earnestly hope FNB and Hollard take heed of this grievance, reconsider their approach to client servicing, and rectify this situation promptly.