Complaint Regarding Cancellation of Insurance Policy Without Notification

Subject: Complaint Regarding Cancellation of Insurance Policy Without Notification

Dear FNB Insurance Complaints Department,

My name is Joseph Olifant, and I am writing to formally raise a complaint regarding the cancellation of my vehicle and household insurance policies.

On 3 June 2026, I visited FNB after noticing that my insurance debit order was no longer appearing on my debit order tracking application. During my enquiry, I was informed that my insurance policy had lapsed in December 2025 due to unpaid premiums.

My concern is that I was never made aware that my policy was in arrears or that it had been cancelled. I did not receive any notification, warning, or communication advising me that my insurance cover was at risk of lapsing. Had I not made this enquiry myself, I would have continued believing that I was insured when, in fact, I was not.

As a result of this lapse, I am now being quoted a significantly higher premium than before. Furthermore, I have been informed that due to a default on my account, I can no longer obtain insurance through FNB. This is particularly concerning because the same accounts that are now being used as the reason for declining cover were already in existence when I was previously insured by FNB.

I therefore request the following:

1. A full explanation of why my policy was cancelled without my knowledge. 2. Copies of all notifications, letters, emails, SMS messages, or other communications allegedly sent to inform me of the arrears and policy cancellation. 3. An explanation of the criteria used to decline my insurance application based on account defaults. 4. A review of my case, including the possibility of reinstating my insurance on fair and reasonable terms. 5. Clarification on how FNB's actions comply with the principles of fair customer treatment.

I believe this matter warrants urgent investigation, as I was placed in a position where I unknowingly had no insurance cover for several months.

I look forward to receiving a written response and resolution to my complaint.

Yours faithfully,

Joseph Olifant