FNB Law on Call Review

I have been a loyal FNB Law on Call Personal Plan customer for over 11 years, paying monthly premiums of R130 since August 2014. This represents over R14,000 in premium payments to date.

Nature of Legal Issue: I submitted a legitimate claim for legal assistance regarding a civil debt dispute. A R13,052 debt from a vehicle I sold in 2013 is preventing me from obtaining a license disk for my current properly registered vehicle. The vehicle was sold to a work colleague who failed to transfer ownership, creating ongoing liability issues that require legal intervention to resolve.

Complaint Against FNB:

Improper Claim Assessment: My claim was dismissed without adequate legal evaluation. FNB staff stated they could not assist without written sale documentation, ignoring that:

- Verbal contracts are legally valid in South Africa - Circumstantial evidence can establish contractual relationships - Legal advice should include guidance on evidence-gathering procedures

Failure to Provide Contracted Services: Under my policy terms, I am entitled to:

- 24/7 telephonic legal advice on civil matters - Legal cost coverage for civil disputes - Guidance on documentation and procedural requirements - Special consultation benefit if claim is rejected

Inadequate Claims Process: The claim was closed via SMS after minimal engagement, without:

- Written explanation of specific policy exclusions - Assessment of available evidence and legal options - Consideration of alternative dispute resolution methods - Proper application of policy terms regarding civil matters

Breach of Good Faith: After 11 years of consistent premium payments, I expected professional legal assessment, not summary dismissal.