FNB and handing of life policy

To whom it may concern,

I am writing to formally to raise a serious complaint regarding the conduct and service levels of First National Bank (FNB). I have never imagined this level of unprofessional service from such a big bank. I

My partner, Duane, passed away by suicide on 14 August 2025. We held a joint home loan, and he had a life policy intended to cover the outstanding bond in the event of death. This policy was sold to him as protection for his family.

FNB has rejected the claim based on a two-year suicide exclusion clause. While I understand the existence of such clauses in general, I strongly dispute the fairness and handling of this decision in our case for the following reasons:

Lack of Proper Disclosure and Explanation I do not believe Duane was adequately or properly informed about the suicide exclusion clause or its implications at the time the policy was sold. I have repeatedly requested the original sales call recording and documentation to confirm what was explained to him. Despite numerous follow-ups, this has not been provided.

Context and Reasonableness Duane passed away only days before the two-year exclusion period would have ended. It is deeply distressing and, in my view, unreasonable to suggest that this was a planned act to exploit a policy. If this had been his intention, the timing would make no sense. This context has been ignored entirely in the assessment of the claim.

Failure to Communicate and Escalate Since August 2025, I have sent over 50 emails, made countless phone calls, and requested escalations. I have either received no response or been told that “no one has answers” for me. This is not only unprofessional—it is inhumane given the circumstances.

Ongoing Financial Pressure and Poor Guidance I have been forced to take over full bond payments immediately, with no clear explanation of how payments will be handled in relation to Duane’s estate. I was told simply that I “need to pay,” without any proper breakdown, options, or written confirmation. This is unacceptable.

Impact on Our Children Duane and I have two daughters, aged 8 and 16. I am now solely responsible for their emotional and financial wellbeing while navigating grief, trauma, and a complete lack of institutional support. The stress caused by FNB’s silence and handling of this matter has been overwhelming.

I find it deeply troubling that FNB is able to continue collecting bond but fails entirely when it compassion, accountability and credibility.