FNB Cash Back Hospital Plan vs Home Loan Confusion

FNB do not know the difference between an insurance product and a home loan. I logged a complaint regarding an insurance product as I tried to apply for the Cash Back Hospital Policy on my app and online and was rejected immediately with the following message:

The error was: System time-out. You do not meet the qualifying criteria to apply for this product.

This error is insufficient as it does not provide a reason. I logged a complaint at *** and my complaint ended up with FNB Home Loans calling me to apply for a new bond.

Clearly someone do not understand the difference between a Home Loan and insurance product. I have two bonded properties with FNB but if I cannot even get a small insurance product from them I will need to reconsider taking my properties to another bank that understand my needs. I will be escalating this to the Short Term Insurance Ombudsman as FNB is unable to resolve my matter.