FNB short-term insurance, DON’T!

Having suffered a very unfortunate event, I never imagined getting a claim sorted would be so much of a drag. Especially for such a reputable company as FNB.

I logged a claim on July 4, 2023, with Cheryl Khumalo, and to date I have received no new phone or feedback on whether my cellphone will be replaced.

I have reached my wits end with this company. They keep promising feedback the next day or in a few minutes, and they have never provided any form of communication aside from the initial confirmation that my claim was logged.

The claim is still not concluded, and I am still in the same position I was when I logged the claim. phoneless.

They told me their SLA for the claim is 10 working days, it's over 10 working days and counting.

I have been debited for an item that I don’t have because the claim took so long that my debit cycle concluded before they could finalise the claim.

I spoke to Omphile this morning and was kept on hold for more than 20 minutes after I asked her to escalate my request. She had the audacity to return my call and tell me that it was still with management, but she didn’t escalate my claim.

I called again an hour or two later, and they told me that the claims handler (Cheryl Khumalo) would be in contact with me shortly (5 minutes to be exact), and she didn’t (I'm not shocked by that because she never does).

I called again at around 3 p.m., and they still had not finalised my claim. I asked to speak to someone senior. I had to hold again for another 15–20 minutes. I was put through to Sheldon (apologies for getting his name wrong), who advised that he would look into the claim and provide feedback tomorrow morning, which, to be honest, I have no faith in happening.

I just need the claim to be finalised. It's been over two weeks, and it seems like the call centre does not give a damn about the inconvenience I am currently experiencing.

If you are reading this and are thinking about insuring your item with FNB short-term insurance, DON’T!