sN
sivern N
1 reviews | Active since May 2015
24 Nov 2025, 16:55
FNB Insurance ******** Declining Claims
Dear Edmund, FNB CEO's (Harry Kellan, Lee Bromfield, Jacques Cillers) and Firstrand Ethics.
Please assist.
As discussed, the mechanical error in my vehicle occurred after I hit the wall. (accident) I provided all evidence that my car has always been serviced with no faults, the most recent service being in July of this year. I have comprehensive insurance, which I believe should cover all incidents, especially considering this happened during heavy rain and hail.
You shared a snippet of text that does not appear in my attached insurance document. Given that I have held my insurance with FNB for 12 years and also have a warranty with FNB as well , I view this sudden decision to decline the claim as unfair.
I have copied the FNB CEO , FNB Insurance CEO and CEO desk in this email. I strongly urge you to intervene and resolve this matter as soon as possible, as I believe this decline is ********.
I formally request a meeting with the FNB Head of Insurance, the accessor FNB uses (Santam in this case), and all relevant parties to discuss this claim. Furthermore, I have received no feedback on this claim from Dusty, (copied on mail) the assigned accessor, despite sending multiple emails, and the claim is now simply being declined because I have been following up..I have asked Edmund to schedule a meeting and he was not very accommodating with my request.
FNB is the largest banking and insurance group in South Africa, and I question why customers are being treated in such an unfair and potentially ******** manner. I look forward to your urgent response and resolution.
We take out insurance to cover events that are outside of our control, and it is disappointing to have to navigate this process.
@Mamolewa Magagane - Could you please ensure this escalation is prioritized for urgent attention and forwarded immediately to the CEO's office?
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Replies (4)sN
sivern N's updateReviewer Update
26 Nov 2025, 19:02Dear Faradiba,
As discussed, please find attached the full service history and continuous maintenance records for the vehicle. These documents prove that the vehicle was regularly maintained and would not have failed due to typical wear and tear.
I have also shared other service history documents with Santam and requested that they reference the physical service book, which is currently in the boot of the car. It appears that their intent is to decline my claim without proper consideration of the evidence.
To confirm, I was at BMW this afternoon, and the documentation has been provided by them. Please see the email trace below for details on the documents received from BMW.
@First Rand Ethics and FNB Executive Team,
I am writing to ensure that customers are being treated fairly because Santam (FNB Service Provider/Underwriter) are being bullies!
I have been presented with policy exclusions that appear ambiguous and lack supporting evidence. Furthermore, from a FAIS perspective, I was not taken through the policy details by any representative and was shared 12 years later after a previous home claim that has no relation to vehicle insurance.
I want to emphasize the importance of fair treatment for customers, especially those who have diligently honored their premium payments for an extended period, such as 12 years of continuous coverage. Remember there are multiple compliance rules that Financial insutitutes must adhere too =, to name a few TCF, FAIS , FIC, PPRs, etc.
We expect to be treated fairly and professionally, and we should not be subjected to any form of aggressive or unreasonable behavior (bul****).
I would appreciate it if someone could review this matter.
As discussed, please find attached the full service history and continuous maintenance records for the vehicle. These documents prove that the vehicle was regularly maintained and would not have failed due to typical wear and tear.
I have also shared other service history documents with Santam and requested that they reference the physical service book, which is currently in the boot of the car. It appears that their intent is to decline my claim without proper consideration of the evidence.
To confirm, I was at BMW this afternoon, and the documentation has been provided by them. Please see the email trace below for details on the documents received from BMW.
@First Rand Ethics and FNB Executive Team,
I am writing to ensure that customers are being treated fairly because Santam (FNB Service Provider/Underwriter) are being bullies!
I have been presented with policy exclusions that appear ambiguous and lack supporting evidence. Furthermore, from a FAIS perspective, I was not taken through the policy details by any representative and was shared 12 years later after a previous home claim that has no relation to vehicle insurance.
I want to emphasize the importance of fair treatment for customers, especially those who have diligently honored their premium payments for an extended period, such as 12 years of continuous coverage. Remember there are multiple compliance rules that Financial insutitutes must adhere too =, to name a few TCF, FAIS , FIC, PPRs, etc.
We expect to be treated fairly and professionally, and we should not be subjected to any form of aggressive or unreasonable behavior (bul****).
I would appreciate it if someone could review this matter.
sN
sivern N's update26 Nov 2025, 19:02
Reviewer Update
Dear Faradiba,
As discussed, please find attached the full service history and continuous maintenance records for the vehicle. These documents prove that the vehicle was regularly maintained and would not have failed due to typical wear and tear.
I have also shared other service history documents with Santam and requested that they reference the physical service book, which is currently in the boot of the car. It appears that their intent is to decline my claim without proper consideration of the evidence.
To confirm, I was at BMW this afternoon, and the documentation has been provided by them. Please see the email trace below for details on the documents received from BMW.
@First Rand Ethics and FNB Executive Team,
I am writing to ensure that customers are being treated fairly because Santam (FNB Service Provider/Underwriter) are being bullies!
I have been presented with policy exclusions that appear ambiguous and lack supporting evidence. Furthermore, from a FAIS perspective, I was not taken through the policy details by any representative and was shared 12 years later after a previous home claim that has no relation to vehicle insurance.
I want to emphasize the importance of fair treatment for customers, especially those who have diligently honored their premium payments for an extended period, such as 12 years of continuous coverage. Remember there are multiple compliance rules that Financial insutitutes must adhere too =, to name a few TCF, FAIS , FIC, PPRs, etc.
We expect to be treated fairly and professionally, and we should not be subjected to any form of aggressive or unreasonable behavior (bul****).
I would appreciate it if someone could review this matter.
As discussed, please find attached the full service history and continuous maintenance records for the vehicle. These documents prove that the vehicle was regularly maintained and would not have failed due to typical wear and tear.
I have also shared other service history documents with Santam and requested that they reference the physical service book, which is currently in the boot of the car. It appears that their intent is to decline my claim without proper consideration of the evidence.
To confirm, I was at BMW this afternoon, and the documentation has been provided by them. Please see the email trace below for details on the documents received from BMW.
@First Rand Ethics and FNB Executive Team,
I am writing to ensure that customers are being treated fairly because Santam (FNB Service Provider/Underwriter) are being bullies!
I have been presented with policy exclusions that appear ambiguous and lack supporting evidence. Furthermore, from a FAIS perspective, I was not taken through the policy details by any representative and was shared 12 years later after a previous home claim that has no relation to vehicle insurance.
I want to emphasize the importance of fair treatment for customers, especially those who have diligently honored their premium payments for an extended period, such as 12 years of continuous coverage. Remember there are multiple compliance rules that Financial insutitutes must adhere too =, to name a few TCF, FAIS , FIC, PPRs, etc.
We expect to be treated fairly and professionally, and we should not be subjected to any form of aggressive or unreasonable behavior (bul****).
I would appreciate it if someone could review this matter.
sN
sivern N's updateReviewer Update
28 Nov 2025, 14:11I am writing to seek your assistance regarding a persistent issue with an insurance claim through FNB (underwritten by Santam).
My claim is continually being declined based on the assertion that my vehicle was not serviced. I have provided the company with a comprehensive 12-year service report, but they continue to dispute the claim.
I feel that I am being unfairly treated and that my claim is being wrongly declined despite providing the necessary documentation. Could you please advise on the appropriate next steps to resolve this matter?
My claim is continually being declined based on the assertion that my vehicle was not serviced. I have provided the company with a comprehensive 12-year service report, but they continue to dispute the claim.
I feel that I am being unfairly treated and that my claim is being wrongly declined despite providing the necessary documentation. Could you please advise on the appropriate next steps to resolve this matter?
sN
sivern N's update28 Nov 2025, 14:11
Reviewer Update
I am writing to seek your assistance regarding a persistent issue with an insurance claim through FNB (underwritten by Santam).
My claim is continually being declined based on the assertion that my vehicle was not serviced. I have provided the company with a comprehensive 12-year service report, but they continue to dispute the claim.
I feel that I am being unfairly treated and that my claim is being wrongly declined despite providing the necessary documentation. Could you please advise on the appropriate next steps to resolve this matter?
My claim is continually being declined based on the assertion that my vehicle was not serviced. I have provided the company with a comprehensive 12-year service report, but they continue to dispute the claim.
I feel that I am being unfairly treated and that my claim is being wrongly declined despite providing the necessary documentation. Could you please advise on the appropriate next steps to resolve this matter?
sN
sivern N's updateReviewer Update
04 Dec 2025, 14:56FNB Insurance division continues to be ******** with managing my claim @@Fourie, Theunis @Benjamin, Faradiba @Rajcoomar, Mandy (FNB Commercial) Yet again another service failure. I am starting to believe I am being targeted as a customer, whether I was invoiced for 4k for no reason, by your rental car partner. My claim partially declined (4 days later after having a fruitful discussion with no feedback , follow up etc.) , FNB having duplicated my warranty policy for which I paid for 30 months, and multiple other service failures (still no feedback) @FNB CEOComplaints @Bromfield, Lee @complaints (Santam) - Clearly you'll take no interest in customer service and being lawful!, it's all about market share and ROI.
sN
sivern N's update04 Dec 2025, 14:56
Reviewer Update
FNB Insurance division continues to be ******** with managing my claim @@Fourie, Theunis @Benjamin, Faradiba @Rajcoomar, Mandy (FNB Commercial) Yet again another service failure. I am starting to believe I am being targeted as a customer, whether I was invoiced for 4k for no reason, by your rental car partner. My claim partially declined (4 days later after having a fruitful discussion with no feedback , follow up etc.) , FNB having duplicated my warranty policy for which I paid for 30 months, and multiple other service failures (still no feedback) @FNB CEOComplaints @Bromfield, Lee @complaints (Santam) - Clearly you'll take no interest in customer service and being lawful!, it's all about market share and ROI.
sN
sivern N's updateReviewer Update
04 Dec 2025, 15:10I have provided all requested information, including 12 years of comprehensive vehicle service and maintenance records. This documentation was further supported by an assessment from BMW confirming the vehicle's excellent condition. Despite this, the claim was declined on the grounds of insufficient mechanical maintenance.
I note your internal communication stating that FNB has no mandate to act on the claim and that Santam does. As my policy is explicitly held with FNB, I require clarity regarding the administrative structure and a definitive point of contact for the resolution of this claim.
Furthermore, I wish to raise additional concerns regarding the management of my policy:
- I believe I was sold a duplicated extended warranty plan, an act I contend is ********.
- The comprehensive policy wording, which is now being cited against my claim, was only provided to me 12 years after the policy was initiated, and no FAIS representative reviewed the terms with me at the time of purchase.
This lack of feedback on my claim, which was only addressed following multiple escalations to the CEO’s office, along with the aforementioned acts, represents a significant breach of service and potentially ******** practices.
I require an immediate review of the claim decision, supported by a clear explanation of the mechanical maintenance clause being cited and how it applies despite the submitted maintenance records. I also request a formal response to the concerns regarding the duplicated warranty and the late provision of policy documentation.
@Fourie, Theunis @Benjamin, @Faradiba @Rajcoomar, Mandy (FNB Commercial) @FNB CEOComplaints @Bromfield, Lee
I note your internal communication stating that FNB has no mandate to act on the claim and that Santam does. As my policy is explicitly held with FNB, I require clarity regarding the administrative structure and a definitive point of contact for the resolution of this claim.
Furthermore, I wish to raise additional concerns regarding the management of my policy:
- I believe I was sold a duplicated extended warranty plan, an act I contend is ********.
- The comprehensive policy wording, which is now being cited against my claim, was only provided to me 12 years after the policy was initiated, and no FAIS representative reviewed the terms with me at the time of purchase.
This lack of feedback on my claim, which was only addressed following multiple escalations to the CEO’s office, along with the aforementioned acts, represents a significant breach of service and potentially ******** practices.
I require an immediate review of the claim decision, supported by a clear explanation of the mechanical maintenance clause being cited and how it applies despite the submitted maintenance records. I also request a formal response to the concerns regarding the duplicated warranty and the late provision of policy documentation.
@Fourie, Theunis @Benjamin, @Faradiba @Rajcoomar, Mandy (FNB Commercial) @FNB CEOComplaints @Bromfield, Lee
sN
sivern N's update04 Dec 2025, 15:10
Reviewer Update
I have provided all requested information, including 12 years of comprehensive vehicle service and maintenance records. This documentation was further supported by an assessment from BMW confirming the vehicle's excellent condition. Despite this, the claim was declined on the grounds of insufficient mechanical maintenance.
I note your internal communication stating that FNB has no mandate to act on the claim and that Santam does. As my policy is explicitly held with FNB, I require clarity regarding the administrative structure and a definitive point of contact for the resolution of this claim.
Furthermore, I wish to raise additional concerns regarding the management of my policy:
- I believe I was sold a duplicated extended warranty plan, an act I contend is ********.
- The comprehensive policy wording, which is now being cited against my claim, was only provided to me 12 years after the policy was initiated, and no FAIS representative reviewed the terms with me at the time of purchase.
This lack of feedback on my claim, which was only addressed following multiple escalations to the CEO’s office, along with the aforementioned acts, represents a significant breach of service and potentially ******** practices.
I require an immediate review of the claim decision, supported by a clear explanation of the mechanical maintenance clause being cited and how it applies despite the submitted maintenance records. I also request a formal response to the concerns regarding the duplicated warranty and the late provision of policy documentation.
@Fourie, Theunis @Benjamin, @Faradiba @Rajcoomar, Mandy (FNB Commercial) @FNB CEOComplaints @Bromfield, Lee
I note your internal communication stating that FNB has no mandate to act on the claim and that Santam does. As my policy is explicitly held with FNB, I require clarity regarding the administrative structure and a definitive point of contact for the resolution of this claim.
Furthermore, I wish to raise additional concerns regarding the management of my policy:
- I believe I was sold a duplicated extended warranty plan, an act I contend is ********.
- The comprehensive policy wording, which is now being cited against my claim, was only provided to me 12 years after the policy was initiated, and no FAIS representative reviewed the terms with me at the time of purchase.
This lack of feedback on my claim, which was only addressed following multiple escalations to the CEO’s office, along with the aforementioned acts, represents a significant breach of service and potentially ******** practices.
I require an immediate review of the claim decision, supported by a clear explanation of the mechanical maintenance clause being cited and how it applies despite the submitted maintenance records. I also request a formal response to the concerns regarding the duplicated warranty and the late provision of policy documentation.
@Fourie, Theunis @Benjamin, @Faradiba @Rajcoomar, Mandy (FNB Commercial) @FNB CEOComplaints @Bromfield, Lee