FNB pothole cover claim

I keep on having problems with FNB - it seems that they are very quick to offer loads of lovely things, but when it comes to using the services - they dont know anything or do not assist - transfer you from one office to the next office.

POTHOLE COVER - I have taken this out with FNB -for more than 10 years- now that I need to claim for damages - nobody in FNB knows what I am talking about, but the amount still gets deducted. ***??