Extremely Poor Handling of Third-Party Motor Claim – FNB Insurance

I am extremely dissatisfied with the handling of my third-party motor vehicle claim involving an FNB Insurance client. The claim was submitted on 18 November 2025 and is referenced under Claim Numbers: RMO35394 / MAT25357, managed by Neil Govender Attorneys on behalf of FNB Insurance.

Despite numerous follow-ups via email and phone calls, there has been no meaningful progress or substantive response. I have been dealing with Kudzai Matsika, and communication has been extremely poor. Responses received are generic in nature, repeatedly referring to “validation” or alleged outstanding documentation, without any clarity on what is actually required or what steps are being taken.

I contacted Ruby from FNB Insurance, who advised she could not assist directly. I then escalated the matter by CC’ing her team leader and another colleague. While the team leader responded, he indicated that the matter fell outside his mandate, but confirmed that Ruby could assist. Ruby subsequently contacted the attorneys requesting telephonic feedback, yet the only response received thereafter was once again a vague email stating the claim is “still validating”, with no timeline or explanation provided.

Nearly 60 days have passed with no clear status update, no accountability, and no realistic timeframe for finalisation. Calls go unanswered, emails are ignored, and there is a complete lack of transparency regarding the progress of this claim.

This level of service is completely unacceptable, particularly given the financial and personal impact that delays in a third-party motor claim cause. I am posting this review publicly in the hope that FNB Insurance and their appointed attorneys will finally give this matter the urgent attention it requires.