Another delay with FNB Claims

I have a hospital cash back plan with FNB. Recently I became very ill. In July I had a severe infection which resulted in me going for surgery 3 times on my knee....obviously I had to then go to Rehab as I'm not walking.

I submitted my claim for my hospital stay on 12th August....a week later ( 19th ), the consultant called stating she needed a medical report. I had to pay the Doctor to have this completed and was sent on 21st August.

After leaving several messages to call me....August 26th, Monday....another consultant ( Jen ) called stating they are in receipt of the documents however they have to submit it for further assessment by the doctor and promised to have an answer by Friday.

Later on that day, I decided to call complaints department ( Sicelo ) as this was well over their timeliness. He swiftly assisted on a previous matter, hence the call and NOT an official complaint on HP. Later that evening, the initial consultant called ( Bongiwe )....I was very appreciative of her call where she also said she would have an answer latest by Friday however she is sending reminders daily and will update me by Wednesday ( no call ).

This morning, I made a call for escalation for a call back. I also used secure chat....its now 14h12 and there's no call back.

This is ridiculous to say the least. NOBODY ASKS TO BE SICK! Nobody wants to be in a position where they are unable to walk or fend for themselves and unfortunately, for me....I lost my job due to being in hospital for such a long time. Why do we have these plans if they doing this???? Do you really think it's by choice I was in hospital for a month?

Furthermore, at this late hour....I don't think FNB will sort out anything as apparently the claims department finishes at 16h30 and doesn't work weekends.

I'm very disappointed that at a time like this, the client needs to be subjected to further unnecessary stress! It's 15 business days later....appalled