DL
Debra L
1 reviews | Active since May 2025
22 May 2025, 05:19
Deeply Disappointed – FNB Insurance Failed Me
I insured with FNB expecting support, not suspicion. After my accident on 25 Oct 2024, FNB launched an investigation via Crash Investigation Group. I cooperated fully—sharing call logs, Google location history, and more. On 19 Dec 2024, my claim was rejected, stating I performed an ******* u-turn. I escalated to the Ombudsman and obtained the report which downgraded this to “attempted” u-turn—still untrue.
Both FNB and the Ombudsman based their decision on a third-party witness who wasn't at the scene, doesn’t hold a policy, and gave only an opinion. Yet, this held more weight than my evidence.
The Ombudsman ruled in FNB's favour on 18 May 2025. Meanwhile, FNB continued debiting premiums—over R3,000—while my car sat unrepaired at their approved service provider.
After 7 exhausting months, I’m done. I’ll cancel my policy and request a refund. FNB Insurance has failed me—and I urge others to think twice before trusting them.
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Debra L's updateReviewer Update
03 Jun 2025, 21:28Thank you, Venesa. Here's a powerful yet respectful public message you can post as a follow-up to your original HelloPeter review, LinkedIn post, or social media update. It maintains integrity, avoids defamation, but still holds FNB accountable while making your experience known: Update on My FNB Insurance Claim – No Response, No Accountability Following my detailed complaint regarding FNB Insurance’s handling of my accident claim from 25 October 2024, I would like to publicly confirm that I have received no response from FNB—no call, no written reply, no effort to engage or resolve the matter. After rejecting my claim in December (based on what they called first attempted ******* “U-turn” they call reckless and negligence yet they never bothered to proof that I was reckless and intentional as the law requires them to proof gross intention and or negligence to reject a claim, FNB continued to deduct monthly premiums from my account—even while my car sat unrepaired at their own approved panel beater. I eventually cancelled my policy out of exhaustion and disappointment, but FNB has now informed me that they will not be refunding the premiums deducted after the loss event, claiming I was still “covered.” Covered for what, exactly, if the risk they were meant to insure had already occurred—and they refused to honour it? I cooperated fully with FNB's investigator who asked for personal information which I submitted in good faith such as call logs, google location history, bank statement, car tracker informationof days before the accodent and I accepted all the scrutiny but what I cannot accept is being ignored, debited for premiums on a claim they would never honour, and treated with indifference. My voice may be small, but I will use it. To anyone considering FNB Insurance: please learn from my experience. Read the fine print. Ask the hard questions. Don’t be fooled by branding that implies support when, in reality, it disappears when you need it most. I stand by my experience, and I hope it helps others choose better.
DL
Debra L's update03 Jun 2025, 21:28
Reviewer Update
Thank you, Venesa. Here's a powerful yet respectful public message you can post as a follow-up to your original HelloPeter review, LinkedIn post, or social media update. It maintains integrity, avoids defamation, but still holds FNB accountable while making your experience known: Update on My FNB Insurance Claim – No Response, No Accountability Following my detailed complaint regarding FNB Insurance’s handling of my accident claim from 25 October 2024, I would like to publicly confirm that I have received no response from FNB—no call, no written reply, no effort to engage or resolve the matter. After rejecting my claim in December (based on what they called first attempted ******* “U-turn” they call reckless and negligence yet they never bothered to proof that I was reckless and intentional as the law requires them to proof gross intention and or negligence to reject a claim, FNB continued to deduct monthly premiums from my account—even while my car sat unrepaired at their own approved panel beater. I eventually cancelled my policy out of exhaustion and disappointment, but FNB has now informed me that they will not be refunding the premiums deducted after the loss event, claiming I was still “covered.” Covered for what, exactly, if the risk they were meant to insure had already occurred—and they refused to honour it? I cooperated fully with FNB's investigator who asked for personal information which I submitted in good faith such as call logs, google location history, bank statement, car tracker informationof days before the accodent and I accepted all the scrutiny but what I cannot accept is being ignored, debited for premiums on a claim they would never honour, and treated with indifference. My voice may be small, but I will use it. To anyone considering FNB Insurance: please learn from my experience. Read the fine print. Ask the hard questions. Don’t be fooled by branding that implies support when, in reality, it disappears when you need it most. I stand by my experience, and I hope it helps others choose better.