KS
Kobus S
1 reviews | Active since Nov 2025
23 Nov 2025, 14:33
FNB Insurance rejection of claim and amend policy during claim
In June 2023, I submitted a claim to FNB Short-Term Insurance for ceiling damage. Their assessor at the time concluded that the damage was due to a leaking roof. Acting in good faith, I repaired the roof, ceilings, and repainted the entire house at my own cost.
However, the exact same issue occurred again this year. A new assessor inspected the property in August 2025 and concluded that the 2023 diagnosis was incorrect — the true cause was condensation forming under the IBR roof, not a leaking roof. The assessor specifically recommended that the matter be referred back to FNB for liability consideration.
Despite this, FNB again rejected my claim, relying only on the incorrect 2023 report. When I requested the correct 2025 report, it was only provided weeks later.
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Kobus S's updateReviewer Update
23 Nov 2025, 14:35I would like to share my experience with FNB Short-Term Insurance regarding a claim that has dragged on since 2023, with no proper resolution and extremely poor service.
In 2023, I reported damage to the ceilings in my home. FNB’s assessor incorrectly diagnosed the cause as a leaking roof. Based on this, I repaired the roof, ceilings, and repainted the entire house at my own cost, trusting the assessment.
In 2025 the same ceiling damage returned during winter, and a new assessor was appointed. This assessor found that the real cause was condensation forming under the IBR roof, not a roof leak — completely different from the 2023 diagnosis. The 2025 assessor specifically recommended that the matter be referred back to the insurer after confirming that I had repaired everything in good faith based on their previous instructions.
Instead of reconsidering the claim, FNB amended my policy during the claim process, adding immediate exclusions for ceiling damage and storm/leak damage — after my claim had already arisen. This feels extremely unfair, and as far as I understand, such exclusions cannot be app**** retroactively.
I escalated the matter to the Ombudsman and submitted all supporting documentation, including both assessor reports (2023 and 2025). FNB continues to reject the claim, stating “no insured peril” despite the assessor’s own findings and recommendations.
It is now impossible to live in the affected areas, and I cannot sell the house in this condition. I am an FNB Private Client and expected far better service, honesty, and accountability from a major bank and insurer.
I hope sharing my experience helps others who are dealing with similar issues, and I hope FNB finally takes responsibility for the incorrect assessment and their handling of this matter.
KS
Kobus S's update23 Nov 2025, 14:35
Reviewer Update
I would like to share my experience with FNB Short-Term Insurance regarding a claim that has dragged on since 2023, with no proper resolution and extremely poor service.
In 2023, I reported damage to the ceilings in my home. FNB’s assessor incorrectly diagnosed the cause as a leaking roof. Based on this, I repaired the roof, ceilings, and repainted the entire house at my own cost, trusting the assessment.
In 2025 the same ceiling damage returned during winter, and a new assessor was appointed. This assessor found that the real cause was condensation forming under the IBR roof, not a roof leak — completely different from the 2023 diagnosis. The 2025 assessor specifically recommended that the matter be referred back to the insurer after confirming that I had repaired everything in good faith based on their previous instructions.
Instead of reconsidering the claim, FNB amended my policy during the claim process, adding immediate exclusions for ceiling damage and storm/leak damage — after my claim had already arisen. This feels extremely unfair, and as far as I understand, such exclusions cannot be app**** retroactively.
I escalated the matter to the Ombudsman and submitted all supporting documentation, including both assessor reports (2023 and 2025). FNB continues to reject the claim, stating “no insured peril” despite the assessor’s own findings and recommendations.
It is now impossible to live in the affected areas, and I cannot sell the house in this condition. I am an FNB Private Client and expected far better service, honesty, and accountability from a major bank and insurer.
I hope sharing my experience helps others who are dealing with similar issues, and I hope FNB finally takes responsibility for the incorrect assessment and their handling of this matter.