Disappointing experience with FNB insurance

I am writing to express my dissatisfaction with the service I have received since switching to FNB Insurance in December 2024. Below are my main concerns:

Transition Issues: I understood that switching from my previous insurer (since 2018) meant a seamless transfer of coverage, with no waiting periods. My experience suggests otherwise, which is concerning.

Claim Delays: A claim for my cellphone (R4,000) submitted on 27th December was finalized only on 14th January. This 14-day delay for an essential device is unreasonable. Additionally, the service provider failed to collect the phone, and it took a week for this oversight to be acknowledged only after I followed up.

Poor Communication: I received no proactive updates during the process and had to repeatedly follow up for information, leaving me feeling unsupported.

Excess Miscommunication: My policy states an excess of 20% for accidental damage within three months but does not explicitly mention this is in addition to the standard R1,500 excess. This lack of transparency was only clarified on the day the claim was finalized.

Depreciation Concern: The insured value of my cellphone depreciated from R4,000 to R3,500 within a month, despite premiums being based on the original value. This raises fairness questions.

Future Confidence: As someone with multiple policies (two cellphones, in-house contents, two vehicles), this experience leaves me concerned about how larger claims would be handled.