FNB Insurance is truly terrible

We submitted a claim to FNB our insurance brokers for damages during the rain storm on the weekend of 24 - 26 September that also resulted in the Western Cape been declared a disaster area. The insurance appointed an assessor who approved our claim based on the damages and cost estimates, however FNB declined our claim based on the following ''With reference to the above claim, the assessor has completed his assessment and submitted his report to Insurers. The Insurers have confirmed that the total loss of R60 557.47 will unfortunately fall within the flood excess of 10% of claim minimum R200 000.00. The Insurers will proceed to close their file of papers and we will do likewise''

We are challenging this outcome based on the fact that we have not received communication that stated the flood access clause. We asked for proof of communications where we agreed to this clause in the 2022 renewal policy and/or voice recordings thereof and FNB are now mum as to what is happening with our claim. Correspondence received October 26th ''Our Underwriters are addressing your query and we will revert soonest''.

After follow up on 31st October I received this message from FNB '' Our team has followed up this morning and still await feedback from your insurer – We have asked them to schedule a meeting with us this week Unfortunately insurers do not communicate directly with clients , Heather will provide feedback soonest."

Until today 09 November, no feedback on any request made on policy changes and or valid reasons why our claim was rejected.

Highly frustrated and feel ignored by FNB!

Our last resort to report this to the Ombudsman for assistance. We operate a guest house and it's also affecting our business (not being able to perform urgent and necessary repairs).