FNB Connect and Insurance horrible service

I took a cellphone contra and insurance from Fnb in 2022, lost my phone on 25 July 2025 and wow , what a nightmare. You would think it would easy because both products are from one company right? Wrong, the insurance people sent me a long list of requirements only to find out that when i took out insurance they did not capture my full information, they did not have me IMEI number and wanted me to run around looking for it and also requested a picture of the lost phone, like how. I have to provide contract documents and cellphone numbers, you would think by entering my id number they would have all this information since its one company, got that sorted. Now they want confirmation sim swap, i call fnb connect they send me to the branch, the branch (fnb Golden Walk, Consultant -Sicelo) cannot see my number on their system and tell me fnb connect are the people who must help me yet they sent me to the branch, we call fnb connect (Pontsho) and they log a case and say they will resolve the matter in 72 hours (CAS-908151-M7H8G9) no one calls me even though i gave them 2 numbers .When i finally call them they tell me they closed the case as i was unreachable, guesses which number they used- the same number am trying do a sim swap on, the number that was lost with the phone.

Someone (Zanele) calles later to say tgey want to assit me but firsrt i must go back to the branch and get a new sim card otherwise they can't help me, why did they not tell me i need a new sim card when i was initially atcthe branch- no one know. Anyway I go to the branch get a new sim card , call fnb connect and geuse what, they still cant help me, Sthembiso Tshabalala gives a whole different story of what needs to happen, he will log another case (911219)and i have to wait 5 to 7 working days.

Yhooo am at my wits end, if it wasn't for the pending claim, i would cancel my insurance and move banks because this is completely unscaptable You would think the two divisions (fnb connect and insurance) would ask each other for updates, no, Fnb insurance keeps emailing me and asking me for updated It's almost a month now and still no help, everyone at fnb connect speaks their own language and gives a completely different story