DISSATISFACTION WITH FNB LIFE DEPARTMENT

It is very disheartening that one would receive such bad service in their utmost time of need. The FNB funeral policy claims to make a payout of a claim within 24 to 48 hours, provided that all the required documents are sent through. I made an inquiry on Friday the 26 June 2020 with regards to the documents needed in order to process the claim. On Monday the 29 June 2020 I sent through all the necessary documents together with the claim form only to receive a generic email/response that acknowledges my email, promising to get back to me within 48 hours as per their service level agreement/ terms and conditions. When my claim wasn't processed within the said time nor did I receive a call from a service consultant as promised I escalated the matter to *** and again I received a generic email acknowledging my complaint. To date I have not received any feedback with regards to my claim or my complaint and the funeral is in two days and I am unable to give my loved one a dignified funeral. If such a huge organisation like FNB cannot comply with its terms and conditions or policies then I think one must look for another financial institution which takes its clients seriously and with humility.