Debt Protection Insurance Claim-*********** Staff

I am Leonard Williams and I have been a have a credit card with FNB. I was unfortunately retrenched as from 30 June 2019 and unfortunately have not found a job as yet. Sometime in 2018 I took out the Top Up Debt Protection Insurance which covers me in the event of retrenchment. I have not received any documentation ever since I took out the policy in 2018 via email or post. I submitted a claim late June 2019 and the claim was approved. Initially I had issues with FNB and only after I published my complaint on Hello Peter, I managed to get a reply from the claims department. I then received a call from a consultant advising me that the claim was approved.. I was also advised that I am covered for 12 months for retrenchment but the claim was only approved for the first 6 months and that I will have to reapply for another 6 months after the first 6 months has lapsed. I was also advised that if I have not managed to find employment within the first 6 months that I will need to submit an affidavit from the South African Police service confirming that I have been actively looking for employment but has been unsuccessful and that I am currently still unemployed.

I have submitted the affidavit as well as a copy of my identity document on the 06 December 2019 as per the requirements and was then notified that the claim was declined and that I was only covered for 6 months. I have been sending numerous emails and no reply. I then had to contact the call centre on the 14 January 2020 and was advised that I am only covered for 6 months as I took out the policy sometime in 2015 but the policy inception date states 2018. I was advised that the assessor will contact me immediately and I am still waiting.

I am not sure if the consultants know what they are talking about as I keep on being told that I took out the policy in 2015 and therefore a different set of Terms and Conditions apply to my policy.

Please help as I am not sure who to turn to as I am being sent from pillar to post.