FNB Health Cash Plan - Disappointing service

I am writing to express my dissatisfaction with the extremely poor service I have received in relation to my recent claim under the Hospital Cash Plan. As a long-standing customer of FNB for decades, I never expected such a frustrating and unpleasant experience when I needed to rely on my policy. After coming out of hospital I have become frustrated.

Here are the key issues I encountered:

*********** Consultants: When contacting FNB for assistance, the consultants seemed unaware of the claims process, leaving me confused and with little guidance on how to proceed with my claim. Non-Functional Online Banking App: The app was down for several days, preventing me from submitting my claim. This is highly unacceptable, as online submission is an integral part of the process. Unprofessional Behavior: When following up on my claim, I spoke to a consultant named Boiphelo, who was not only unhelpful but also rude. She raised her voice when I asked legitimate questions about the status of my claim, which made the experience even more distressing. Lack of Communication: After submitting the claim, I received no feedback regarding the status of my claim for over five days. This lack of communication is frustrating and leaves clients in the dark about the progress of their claims. This has been my first claim since taking out this policy, and I am deeply disappointed by the service I have received. It is clear that FNB is eager to collect premiums but fails to provide the necessary support and service when clients need to make a claim. I am left feeling disregarded and frustrated.

I trust this complaint will be taken seriously, and I expect to hear back regarding the next steps to resolve this issue promptly. I would appreciate any updates on the status of my claim and the actions FNB intends to take to address these service failures.