Cession and security nightmare

Two months ago, we began working with FNB (Rivan Lutawan) to request permission to cancel one of my clients' policies for security with a specific insurer due to its escalating costs. Rivan granted us permission to proceed and provided guidance on the new contract’s coverage requirements. We arranged for the new coverage, which is set to commence on October 1, 2025.

Since August 19, Rivan and I have been struggling to obtain a cession cancellation letter from FNB CPF Securities to cancel the cession on the existing, more expensive contract and to ensure that the new, more affordable contract is ceded to you. Unfortunately, we are also unable to reach Rivan via email or phone calls, which has added to our frustration.

At this point, we are unsure of how to proceed. If the client incurs double premiums as a result of this delay, we will hold you liable for any charges.

We would greatly appreciate your immediate attention to this matter.