FNB Short-Term Insurance - RMO16032, Claimed ***/03

I regret moving all my insurance covers to FNB! This was after their sales consultant convinced me to join their FNB Private Clients, citing the many advantages of this move. I subsequently decided to move my life cover, opened a will, opened a bank account for my child, got a credit card, continued my funeral covers, and regrettably, put my car under their short-term insurance.

And the short-term insurance cover for my car is where my frustration comes from. I got involved in an accident in October 2024, not January 2025, with most companies having resumed their normal operations. FNB short-term insurance has not prioritized my case. I furnished them with everything they required from me to a point of even providing more information to their partners, Crash Investigation Group (CIG hereafter).

The CIG came to my house, took pictures of my car, drove me to the accident scene, requested personal information like my bank statements, record of service for my car, tyre threads, ran diagnosis from my car, thoroughly inspected my car and even took my statement.

Prior to this, FNB short-term insurance called me and asked me to go back to the Haarterbees SAPS to get a copy of my Accident Report, to which I was advised by SAPS that it is FNB's duty to send someone on their behalf, who is authorised to obtain such a copy for purposes of investigating my case, etc. (another wasted trip and time on my end) to which no one even apologised for.

I am sitting with a car that needs repairs, I have never skipped any of my payment in and before I even took this cover, I requested a refund on their debit order after I was told that I need to have my car inspected. I then asked for an inspector to come, to which I was told It was not necessary. They didn't even require a tracker in my car but I still chose to keep the one I have and am still using to date because of the fact that I want my car to be safe at all times and to hopefully retrieve it if ****** or hijacked. I provided CIG as well as FNB with this information but disappointingly enough, and now surprising, however, FNB and CIG are not assisting me with my claim.

My Private Banker, Hlengiwe Mtwana has also not been helpful and honestly starting to reconsider doing business with FNB. At this stage, it looks like both FNB and CIG are looking for any loophole to deny my claim because nothing makes sense about the time it is taking to conclude this matter and investigation.

This is the worst customer service I've ever received from FNB after many years of banking with them and now going to involve the Ombudsman.