FNB poor service delivery on insurance claim

Refe: DP12QG80 : - FNBREF#*** "I have insurance on my credit card as a precautionary measure in case I cannot work and make payments on my credit card. The amount is almost R800. Unfortunately, I fell ill and was hospitalised while I was travelling abroad. I'm highly disappointed with the current service I am receiving from FNB. As a loyal and long-standing client for over 25 years, I deserve nothing but the best. It's unacceptable that the agent who called claimed she couldn't verify the doctor listed on the medical report because the doctor is outside South Africa. This is a weak excuse because there are many ways to verify the report's authenticity, such as calling the doctor or sending an email. Now, FNB expects me to find a specialist to be examined and then submit a report. It stands to reason that my condition has improved since, although I am still not able to work after the stroke, the new doctor's information will influence the outcome of my claim. FNB should be held accountable for its false advertising since it claims to go the extra mile but fails to deliver on its promises." Why is service delivery so poor in our country, and yet at the end of the month, the people who provide the poor client service expect to be paid?

Ms.R Fenon