PE
Pearl E
1 reviews | Active since May 2016
12 Jan 2026, 12:06
Claim nightmare
I honestly don't know what to do with FNB insurance.
Had a claim last year. Submitted claim, no claims advisor assigned to me. Repairer sent me to BAIC. After a lot of following up they take me to claims or client services and they both don't work together almost as if I am not insured with one company. I paid premiums and excess with no fault and then they told me car will only be fixed in Jan (after 3 months). I said to them okay it's unfair that I must pay premiums yet they are not even fixing the car, spoke to them in December and they said I had to pay the previous month as car would have been covered if something happened. I said okay let's do December one because I can't keep paying premiums and excess yet I don't have insurance. Now I'm in an accident and now my car I am told is not insured yet I was told it's reinstated and even if premiums aren't paid there is cover. I am happy to pay December but why must I pay the months before when the car is only fixed 3 months later?? FNB is not being fair and they want to take premiums without living to their part of the agreekent. We have had so many conversations and claims takes me to client services and client services takes back to claims. I am not impressed please guys my car needs to be towed and taken to the dealer. Please do your part..I will pay all excess and all fees if YOU DO YOU PART!!!
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Replies (1)PE
Pearl E's updateReviewer Update
21 Jan 2026, 14:36Good Day,
I am writing to formally escalate this matter and to place my position on record.
Please refer to my email dated 22 December 2025, as well as my subsequent follow-up communication, in which I clearly:
- Raised concerns regarding significant delays and poor handling of my initial claim
- Notified you of repeated attempts to obtain assistance from both the Claims and Reinstatement departments
- Disputed an unauthorised debit of R5,710.38
- Explicitly authorised a debit of approximately R2,800 to ensure continued cover for my vehicle while the claim remained unresolved
- Requested written confirmation of cover and allocation of a customer care consultant
Despite the above, no action was taken to debit the authorised amount, no confirmation of cover was provided, and no dedicated consultant was assigned. I was also not informed that my policy would be rendered inactive as a result of this inaction.
I have now been advised that my policy is inactive, which is of serious concern, particularly as I am now faced with a new claim. I place on record that this policy inactivation occurred despite my clear written authorisation to debit the agreed premium and was directly caused by:
- Delays and failures in communication on your part
- Failure to act on an authorised payment instruction
- Ongoing delays by your appointed repairer in finalising my initial claim, which has now exceeded three months
It is important to note that the initial claim was logged while my policy was fully paid and active. The subsequent breakdown in trust, payment disputes, and policy status arose only after prolonged delays and lack of communication by your teams.
In addition, I wish to place on record that the vehicle’s sensors were reported as damaged and malfunctioning as part of the initial accident and original claim. As per the vehicle’s specifications, I would not have received a prior warning of the malfunction before the subsequent incident. Accordingly, this issue is directly linked to the initial insured event, and I submit that liability for the sensor-related damage remains with the insurer under the original claim, rather than constituting a separate or new uninsured event.
Accordingly, I dispute any assertion that the policy lapse is due to non-cooperation or refusal to pay on my part. I have acted reasonably and in good faith throughout and have consistently sought to maintain cover.
I now formally request the following as a matter of urgency:
- Immediate review and reinstatement of my policy without prejudice
- Written confirmation of cover, including clarity on cover applicable to the new claim
- Confirmation that the authorised premium of R2,800 will be debited with immediate effect
- Allocation of a senior customer care consultant to manage this matter end-to-end
- A written explanation for why my authorised payment instruction was not actioned
- I would also like to clarify that I was advised that the amount of approximately R5,800 related to “missed payments,” despite being informed that cover allegedly remained in place during that period. I queried this at the time, as my understanding is that no payment equates to no cover, and therefore backdating premiums for a period in which cover is disputed is inconsistent and unclear.
- For this reason, I did not authorise payment of backdated amounts. My intention was solely to authorise a future premium payment for December, in the amount of approximately R2,800, in order to ensure active cover going forward. This instruction was communicated clearly, yet was not actioned.
Please treat this email as a formal complaint and escalation. Should this matter not be resolved urgently, I reserve my right to escalate it to the appropriate internal dispute resolution structures, the Short-Term Insurance Ombudsman, and my bank.
I trust this matter will now receive the necessary attention and look forward to your prompt written response
Kind Regards
PE
Pearl E's update21 Jan 2026, 14:36
Reviewer Update
Good Day,
I am writing to formally escalate this matter and to place my position on record.
Please refer to my email dated 22 December 2025, as well as my subsequent follow-up communication, in which I clearly:
- Raised concerns regarding significant delays and poor handling of my initial claim
- Notified you of repeated attempts to obtain assistance from both the Claims and Reinstatement departments
- Disputed an unauthorised debit of R5,710.38
- Explicitly authorised a debit of approximately R2,800 to ensure continued cover for my vehicle while the claim remained unresolved
- Requested written confirmation of cover and allocation of a customer care consultant
Despite the above, no action was taken to debit the authorised amount, no confirmation of cover was provided, and no dedicated consultant was assigned. I was also not informed that my policy would be rendered inactive as a result of this inaction.
I have now been advised that my policy is inactive, which is of serious concern, particularly as I am now faced with a new claim. I place on record that this policy inactivation occurred despite my clear written authorisation to debit the agreed premium and was directly caused by:
- Delays and failures in communication on your part
- Failure to act on an authorised payment instruction
- Ongoing delays by your appointed repairer in finalising my initial claim, which has now exceeded three months
It is important to note that the initial claim was logged while my policy was fully paid and active. The subsequent breakdown in trust, payment disputes, and policy status arose only after prolonged delays and lack of communication by your teams.
In addition, I wish to place on record that the vehicle’s sensors were reported as damaged and malfunctioning as part of the initial accident and original claim. As per the vehicle’s specifications, I would not have received a prior warning of the malfunction before the subsequent incident. Accordingly, this issue is directly linked to the initial insured event, and I submit that liability for the sensor-related damage remains with the insurer under the original claim, rather than constituting a separate or new uninsured event.
Accordingly, I dispute any assertion that the policy lapse is due to non-cooperation or refusal to pay on my part. I have acted reasonably and in good faith throughout and have consistently sought to maintain cover.
I now formally request the following as a matter of urgency:
- Immediate review and reinstatement of my policy without prejudice
- Written confirmation of cover, including clarity on cover applicable to the new claim
- Confirmation that the authorised premium of R2,800 will be debited with immediate effect
- Allocation of a senior customer care consultant to manage this matter end-to-end
- A written explanation for why my authorised payment instruction was not actioned
- I would also like to clarify that I was advised that the amount of approximately R5,800 related to “missed payments,” despite being informed that cover allegedly remained in place during that period. I queried this at the time, as my understanding is that no payment equates to no cover, and therefore backdating premiums for a period in which cover is disputed is inconsistent and unclear.
- For this reason, I did not authorise payment of backdated amounts. My intention was solely to authorise a future premium payment for December, in the amount of approximately R2,800, in order to ensure active cover going forward. This instruction was communicated clearly, yet was not actioned.
Please treat this email as a formal complaint and escalation. Should this matter not be resolved urgently, I reserve my right to escalate it to the appropriate internal dispute resolution structures, the Short-Term Insurance Ombudsman, and my bank.
I trust this matter will now receive the necessary attention and look forward to your prompt written response
Kind Regards