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Shamila F

1 reviews | Active since Jul 2023

15 Oct 2024, 14:56

Extremely Disappointed with FNB Insurance

I have been a policyholder with FNB Insurance, consistently paying my premiums on time. However, my recent experience has left me extremely dissatisfied.

Recently, my TV stopped working unexpectedly. After thoroughly checking for any possible issues, I reported the matter to my insurance. An assessor was sent, and I was promised feedback within 48 hours. Unfortunately, after 72 hours with no word, I had to reach out myself for an update.

To my dismay, I was informed that they would neither repair, replace, nor compensate me for the TV, citing "wear and tear." This reasoning is baffling, as my TV has been well maintained and shows no signs of damage. I take pride in caring for my home items, and it’s frustrating that FNB is dismissing my claim without proper justification.

It feels as though they deliberately avoided communicating with me, leaving me in the dark. I pay for insurance in hopes of receiving support when needed, yet it seems FNB is only interested in closing claims rather than providing assistance.

I am left wondering why I continue to pay for a policy that offers no real help. I urge others to reconsider their options, as my experience has shown that FNB Insurance may not honor their commitments.

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Replies (1)
SF
Shamila F's update21 Oct 2024, 13:21
Reviewer Update
I recently had a very disappointing experience with FNB Insurance. From the start, I was met with poor customer service. The staff seemed unhelpful and uninterested in resolving my issues.

After encountering problems with my TV I reached out for assistance. Unfortunately, the response time was abysmal, and when I finally called to get feedback, the solutions offered were inadequate. It felt like I was just another number rather than a valued customer.

Additionally, the promise of FNB’s “How can we help you” is simply just a catchphrase as they have no intention of helping customers. I was told about wear and tear despite promptly paying my policy in a timely manner and taking out an insurance to cover any issues but to FNB they take your money and offer no help. I was informed that my query was handed over after posting my review but to no avail, as again I’m ignored and no help is being offered. Overall, my experience was frustrating, and I expected much more from a company of this reputation. It’s not FNB “How can we help you”, it’s FNB “Give me your money and I will disappoint you when you need help”.

I cannot recommend FNB insurance based on my experience. I suggest looking elsewhere for better service and support.

I would like a full report from the technician they sent out stating how he came to his conclusions of wear and tear and over-usage. This technician stood over the TV, looked at it - he did not open it or even touch it & simply gave his report as wear and tear and FNB is satisfied with their inadequate evaluation and providing their resolution. In my 47 years of living I have never heard of over-using a TV & wear and tear and a technician looking at a TV and coming to a conclusion by simply just standing around and talking and then providing that report. I am not asking for a payout I want my TV fixed as I’m insured with FNB.