Beware FNB will accumulate your insurance amount and you will never be serviced

My parents had a bond with FNB which was paid off. When my mum enquired about the evaluation of her property, she was told that there was an amount of R30 000 owing due to home owners insurance. When she asked to terminate this, she was told that it is not possible. Weeks later she needed a geyser replaced and tried to use the insurance but FNB informed her that it cannot be used due to non payment. My understanding is that a policy should lapse due to non payment. However this amount is just increasing. Not to mention the amount, which is absolutely ridiculous. Its over R10000 added on a yearly basis. I have a bond with Standard bank and mine is paid on a monthly basis and the service that I receive is commendable with constant updates and no hassle assistance. The service at FNB is so pathetic, as my parents queried whether FNB had informed them whether they had the option of going on with the policy. FNB claims that they had contacted my parents telephonically but both parents had not engaged in such a conversation. We asked for proof of this and nobody got back to us. FNB is just accumulating the account where no service will be rendered. People should not engage in any insurance with FNB,they are really ************.