FNB Home Insurance Incompetence

Noticed a burst/leaking water pipe in the ceiling this morning at around 8:00 (ceiling boards in guest toilet has excessive water damage. Went onto the FNB app to log a claim from FNB home insurance. Logged a claim twice and got a reference number, but when clicking finish, die claim disappeared from the app. Phoned them after 9 after noticing no communication from their side. After being transferred incorrectly twice I eventually got a gentleman to assist. Got an sms with the claim number and the name of the nominated plumber at 9:57, which stated they would contact me.

For some reason their nominated plumber is a company from Johannesburg for my property in Pretoria.After no communication I again phoned FNB insurance just after 13:00, and they were surprised that the plumber hasn't contacted me. After multiple back and forth calls between FNB insurance and the plumber, he promised that they will still come out, but they are busy on another job.

It is now 17:00 already and there is still no sign of the plumber and the water damage and smell keeps getting worse.

The service from FNB short term insurance and their nominated service providers are really bad to say the least. One would expect that a water damage claim would be treated with urgency, but not one of the parties seems phased to sort this out.

We have a four day old newborn baby at home and now we have to sit with no water because of bad service.

I have family members with home insurance at Outsurance and when their geyser burst a few months ago, the turn around time from claim submission to the plumber starting to fix the work was three hours. We have been waiting for 8 hours+ already with only empty promises.