FNB Life is ********* and non-compliant

On the 20th May, I submitted a claim for credit insurance on my Personal loan as a result of my retrenchment. According to the T's and C's for Customer Protection Plans sold between August 2017 and 31 December 2018, I have a valid claim. Supporting documents were requested of me, including my retrenchment letter.

My claim was "approved" but then the debit order ran taking the little money I had left to live off. I complain here (see first review). FNB Life quickly calls to fix the error. Refund the money. Next month, same story (see second review). I am then told this will continue to happen until I can afford to pay the instalment. I asked if it was fair, and was then told it is because I have been marked as "Not able to earn an income" instead of "RETRENCHED" As per the ****ing documents I submitted. I inform the consultant I was indeed retrenched, and asked to send the documents again. (Typical). So I send them.

This morning I wake up to guess what? ANOTHER ****ING DEBIT ORDER!!!! I am now ready to wage war. So FNB before you call me back please know that I have gone to the FAIS Ombudsman to lodge a complaint.

Further to that I ask that you reread the Terms and Conditions publicly available here. https://www.fnb.co.za/insurance/debtprotection/index.html

I refer to the following :

Section 3, point 3.

"If you become Unemployed or if you are Unable to Earn an Income, other than as a result of Permanent or Temporary Disability, all your obligations under the Credit Agreement that become due and payable will be paid for 12 months, during the Remaining Repayment Period of the Credit Agreement or until you are able to find employment or earn an income, whichever is the shorter period"

Section 4, point 5.

"4.Covered risk events definition: ... - Retrenchment means your forced termination from employment under section 189 and/ or 189A of the Labour Relations Act 66 of 1995, in respect of adverse business conditions, the liquidation of the company, the introduction of new technology and the re-organisation of the business resulting in staff reductions. You shall be regarded as retrenched if you remain unemployed."

"Unresolved Complaints:-If we still dispute or reject your claim and you are not satisfied with the reasons provided for such rejection or if you have any unresolved dispute about this Plan,you may refer the matter to the Ombudsman for Long-term Insurance: Third Floor, Sunclare Building, 21 Dreyer Street, Claremont, Cape Town. Private Bag X45, Claremont, 7735. Tel: *** Fax: ***. Email: ***. Website: www.ombud.co.za. -If after you have contacted FNB and you have any unresolved dispute about the financial service provided to you, you can contact the FAIS Ombudsman: Baobab House, Sus*** Office Park Ground Floor, Block B473 Lynnwood Road, Lynnwood. PO Box 74751, Lynnwood Ridge, 0040. Tel: ***. Fax: ***."