FNB Insurance Claim Rejection — My Experience After More Than 3 Years as a Claim-Free Customer

FNB Insurance Claim Rejection — My Experience After More Than 3 Years as a Claim-Free Customer

I am sharing my experience with FNB Insurance because I believe customers should be aware of what happened to me when I needed my insurance.

I was involved in a motor vehicle accident on 8 August 2025 at approximately 6:00 a.m.

I submitted my claim to FNB Insurance and was initially informed that my claim had been approved. My vehicle was subsequently declared a write-off, and I was asked to provide the spare key to finalise the claim.

I completed all the requirements and was waiting for the finalisation of the settlement or replacement of my vehicle. Instead, I received a call from a private investigator appointed by FNB Insurance to investigate the accident.

This is where my problems began.

According to the investigator, the Netstar tracking information did not correspond with the date and time I provided for the accident. I was questioned about whether I was being truthful about the accident.

The tracking information apparently suggested that the vehicle had been involved in an accident during the previous month. This was completely unexpected to me because I had not been involved in such an accident.

I was also questioned about whether I had taken the vehicle and placed it at the accident scene. Given the condition of the vehicle after the accident, I found this suggestion extremely upsetting and unreasonable.

My claim was subsequently rejected.

I did not simply accept the decision. I investigated the tracking issue myself and contacted Netstar several times. I provided photographs from my phone showing the condition of my vehicle before the accident.

After further engagement, Netstar issued an apology letter regarding the tracking information.

I also contacted Mercedes-Benz South Africa, because they had detected the accident and contacted me on the day. I requested confirmation relating to the accident.

I provided FNB Insurance with additional supporting information, including:

- Netstar's apology letter - Confirmation from Mercedes-Benz South Africa - Photographs showing the vehicle before the accident - The police report - Additional information supporting my version of events

Despite this, I was informed that FNB Insurance would not accept the additional information after the rejection of my claim.

Later, Netstar provided FNB Insurance with updated tracking information. However, I was then presented with another issue concerning an alleged U-turn.

From my perspective, this was extremely frustrating because the original tracking information had already been shown to be unreliable, and Netstar had issued an apology.

I was also deeply upset by some of the questions and statements made during the investigation. Among other things, I was questioned about why I had called my wife on the morning of the accident. I felt that ordinary events were being interpreted as evidence against me.

I repeatedly explained that I was driving the vehicle on the day of the accident and did not place the vehicle at the accident scene.

I attempted to dispute the rejection directly with FNB Insurance. Unfortunately, I experienced significant difficulty getting my concerns properly addressed, including emails that I believe were not responded to within a reasonable period.

I eventually approached NFOSA. After approximately four months, I was advised to consider seeking legal assistance.

My main concern

The central issue for me remains the Netstar tracking information and that the car was not damaged underneath but the cover is loose i failed to understand their scenarios.

If the initial tracking information was incorrect or unreliable, and Netstar subsequently acknowledged the problem and issued an apology, I struggle to understand why that information — or information originating from the same tracking system — could continue to form part of the basis for rejecting my claim.

I am not asking anyone to simply take my word for it. I have documentation supporting my position, including correspondence from Netstar, information from Mercedes-Benz South Africa, photographs and the police report.

What makes this experience even more disappointing is that I had been a claim-free FNB Insurance customer for more than three years.

I have also recently experienced another motor vehicle accident with a different insurer. My claim with that insurer was approved and paid, without the same type of investigation I experienced with FNB Insurance.

I understand that insurance companies have the right to investigate claims. However, I believe customers also have the right to be treated fairly, respectfully and objectively, particularly when they provide evidence challenging the information being re**** upon.

This experience has caused me significant financial and personal stress.

I am sharing my experience so that other consumers can make informed decisions and understand the importance of keeping their own evidence, photographs, reports and correspondence when dealing with an insurance claim.

This is my personal experience and my account of what happened. I have supporting documentation relating to the matters described above.

I would still welcome a proper explanation from FNB Insurance as to why my claim was rejected and how the tracking information was assessed after Netstar acknowledged problems with its earlier information.

Customers deserve to understand why their legitimate claims are rejected — especially when they have provided evidence challenging the basis of the rejection.