Careful of Insurance

I want to warn others about my terrible experience with FNB Insurance. After an armed ******* in April 2023, where my husband was shot at and my family held at gunpoint, a bullet damaged one of our imported, double-glass, argon-filled aluminium doors. These doors are insulated, and have a 5-year warranty.

At the time, I was traumatised. I only started PTSD therapy in October 2023, but you can imagine the state I was in. I was also on antidepressants and sleeping tablets for over a year. I just wanted the door replaced so I could feel safe again. I trusted FNB’s service provider when they said the replacement was the same quality.

Months later, after the replacement door kept breaking and required multiple callouts, I took a closer look. The door they installed is a single-glass, non-insulated aluminium door with a 1-year warranty (the same as an electric blanket)—nowhere near the quality of my original doors.

When I raised my concerns with FNB and submitted proof of my original door’s specifications, the same complaints department called me back and told me there’s nothing they can do. They said the fact that I now have a cheaper, inferior door doesn’t matter, and I should just submit a new claim.

I asked for an email stating this I’m still waiting.

I also have reason to believe the entire door didn’t even need to be replaced—it’s likely that only the glass could have been replaced. I raised this concern, but it was completely ignored.

I have submitted a new claim, but I hope the service provider will be properly investigated. The service provider even emailed FNB and claimed the door they installed is the same—this is simply not true.

The entire process has been a disaster: • It took months to finalise the original claim. I was shot at in beginning April the claim was finalized in September that’s almost 6 months

• I was ignored for months and had to chase for updates. • I was never given an invoice of the door or proper warranty details for the replacement door. Or door specifications. • The proof I submitted of my original doors was ignored.

Insurance is meant to help you on your worst days. When you’ve been through trauma, you expect your insurer to stand by you. Sadly, FNB has failed me. To anyone reading this—be careful when dealing with Insurance. Don’t just accept what they tell you—ask for proof, specifications, and get everything in writing.

FNB, I trusted you during one of the most vulnerable times of my life, and this is how I’ve been treated. Your handling of this case has been careless, and completely unfair.