Complaint regarding the unacceptable handling of my insurance claim with FNB Insurance.

My Complaint is regarding the unacceptable handling of my insurance claim with FNB Insurance. My experience throughout this process has been extremely disappointing, marked by a lack of urgency, poor communication, and what appears to be a disregard for customer service and accountability.

This claim was authorised over two months ago, and yet we are now heading into the third month without any meaningful progress or resolution. Despite repeated follow-ups and assurances, there has been no visible action taken. I have been given no clear timelines, and no one has taken ownership of ensuring the claim is processed efficiently.

I had a telephone conversation with a representative on Tuesday,20 May 2025, during which I requested the contact details for the relevant people or service providers responsible for carrying out the work. That information has still not been provided, nor has anyone followed up since. It is unclear whether this is due to internal disorganisation, a lack of concern, or an overall breakdown in customer service.

As a paying customer, I find it completely unacceptable that I have to chase your team for basic updates on an approved claim. The lack of urgency and the indifferent attitude displayed throughout this process suggest that client satisfaction is not a priority for FNB Insurance. It is frustrating, distressing, and frankly shocking to see this level of service from a financial institution of your stature.

I would like this complaint to be escalated to senior management and for an immediate investigation to be launched into the handling of my claim. I request:

A full explanation for the delay.

The names and contact details of the service providers assigned to my claim.

A clear and final timeline for when the work will commence and be completed.

Confirmation that this matter is being taken seriously at an executive level.

Please note that I am strongly considering cancelling my insurance policy with FNB due to this experience, and I will not hesitate to share my story with the relevant consumer protection bodies and platforms if necessary.