FNB Critical illnes claim

I was recently diagnosed with Cancer. I submitted my pathology report via email 09/10/2024 and requested the necessary documents to claim from my critical illness benefit. Never got a response from ***.

I phoned a few days later ons 17 Oct and they said the did get my pathology report. I phoned again 28/10/2024 and the lady informed me that I must complete forms. She did email me the correct forms to complete on the same day.

I emailed the completed forms 7 Nov 2024 - got no response from FNB back

I Phoned on these dates:

14 Nov - lady informed me the assesor is looking at it and it will take about 5 - 10 working days for claim to be paid out. 22 Nov - Assesor looking at it and will provide feedback - got no feedback 25 Nov - Assessor looking at it and will urgently ask assesor to phone me - no feedback 02 Dec - Assessor looking at it and she mentioned that the claim can take a few months to be settled

The FNB assessor works on their own timeline and does not provide updates, it becomes solely the customers responsibility to get an update. The call centre agents can't access the claim as they can only see that it is with the assessor. All I want is the correct feedback as I have medical bills to pay and this claim process is taking too long.