FNB Insurance - POOR

On the 8th of September 2023 we were informed from our Caretaker that there was a break-in at our property. SAPS were contacted and we did receive a case nr from them. Our security company also assisted us with a security guard because the back door of our property was so badly damaged it couldn't be closed, as well as the security alarm was completely damaged.

We logged a call with FNB on the 9th of September 2023 on which we received the claim nr. And on the 10th we phoned FNB to give them the SAPS Case nr.

On the 11th we spoke to call advisor which told us that there is an Emergency assistance that could be appointed in order to temporarily close the backdoor for us. But he will confirm and phone us back. Which never happended.

On the 13th we phoned FNB again and spoke to another advisor, who told us that she will look into the report and phone me back. She did phone us back and told me that she needed to speak to the caretaker to confirm a little information and then she will let me know. No phone calls after this.

Again on the 26th we phoned FNB only to be told that they are still awaiting feedback from management but will have an answer soon and will give me a call back. No feedback however.

On today the 27th of September we phoned again and spoke to advisor, I did ask to speak to supervisor but I was told he was busy on a call. Although he did ask in the background for whom it was and every question that she asked him we could hear him answer all of them but he was too busy on a call to speak to us. Which was very unprofessional as I was willing to hold to speak to him.

All of a sudden I was informed that our claim was rejected when I asked why I was told to wait 10 working days for the Rejection letter that will explain the reasons.

According to our policy and I quote: "If the property is not occupied for more than 60 days, you will be liable for an excess of 10% of the total claim value or a basic excess as stated in the Policy Schedule, whichever is higher"

I can't understand why FNB and their call advisors will give you advice when you ask them about your policy and clauses and then they will confirm that it is correct. But when you follow up on your claims, seeing that nobody from FNB will contact you, the story changes every time.

I am honest when I say that I'm truly unhappy with the service that we received from FNB in total, this is now our 2nd claim that has been rejected. And the best of all is that we received our previous claim's Rejection letter that occurred in February only on the 13th of September 2023.

We will not leave this matter here, and I will definitely not recommend your services to anyone.