FNB Credit Card Travel Insurance (TIC has double Standards) TIC offers restricted policies to FNB customers

The travel insurance offered as a benefit when using FNB credit cards is very misleading and dont have the benefits even if you upgrade to the 2 options available. My parents had booked their airline tickets using their FNB credit card on the 14th Feb 2020, their travel insurance was topped up\upgraded with TIC, divison of Santam on the 25th Feb 2020, thats 2 weeks later. This was accepted all in order and policies was immediatly emailed after upgrade payment made. FNB clients are given 2 options when upgrading with TIC, Optimum 1 & 2. My parents had selected optimum 2 which is the highest option. My parents are now stranded in USA , since their SAA flights were cancelled and travel ban implemented, various additional costs are adding up, having to purchase and courier chronic medication, accomodation costs, food costs until they can fly back. I contacted TIC and was told that I cannot claim anything, the FNB policy does not have any benefits for flight cancellations for airport closures, no accomodation benefits. I have saved all my chats and emails with TIC and will be reporting this to CPA. I was told that if my parents took the Leisure Comprehensive policy then they could of claimed, however when taking the initial policy and upgrading on the 25th Feb 2020, leisure comprehensive was not an option available to select. I tried to upgrade to leisure comprehensive in March and I was told that you can only upgrade within 48 hours of booking the holiday, yet the upgrade to optimum 2 was done 2 weeks after flights was booked. I asked for any documents stating the 48 hour upgrade rule, Noel Joseph ,Claims Manager of Travel Insurance Consultants confirmed on email that the 48 hour rule is not documented anywhere. Noel Joesph then refuses to comment or reply to me since they dont have a rule documented. The FNB credit card benefit is misleading and I dont recommend it to anyone. Poor service recieved from from TIC and FNB. Complaint logged with FNB and no feedback yet. I will take this us with CPA for customers being misled and treated unfailry. How can FNB offer this as a benefit??? after having to still pay a upgrade fee???TIC offers restricted policies to FNB customers