Claim issues unresolved (over 1 year), Shocking Communication & Customer Service

I will not mention names on this platform, but I sincerely hope that this complaint is somehow brought to the attention of someone from FNB in a position of authority, who actually cares enough, not only to assist me, but to investigate further and ensure that these men are not treating other less “feisty” clients in the same or possibly worse manner and that what they have done is finally dealt with and the matter can be resolved. I am flabbergasted that there seems to be no concern or follow-up for how they operate and that it seems impossible to get in touch with someone who can ensure this matter is dealt with. In June of 2020 I had a house break-in and was ****** of several items that were specified on my short-term insurance policy with a broker from FNB Insurance in Newcastle. It took the broker almost a year to sort out the claim. When I finally received the payment, I was not in agreement with the amount paid out and asked the broker for the supporting documentation so I could see how it was calculated. This again was taking forever until I lodged a complaint with FNB. The broker’s manager contacted me wanting to meet face-to-face to discuss the matter but I requested that all comms rather be kept electronic so there would be a clear record. It then came out that they were unable to supply me with any supporting documentation for the claim as broker had allegedly not submitted the claim in time and the payment, I received from him was allegedly out of his own pocket! Rather than sorting this matter out, both the broker and his manager (who my online complaint was referred to), have resorted to blaming me for the situation as I refused to meet face-to-face with them, accuse me of personally insults or mudslinging (which I have been careful not to do), or encourage me to take the matter to the ombudsman (which I had said I would do hoping to get action from them to resolve the matter – and which I probably will now have to do). They have now resorted to flat-out ignoring me and have stopped responding to my emails and messages.