wB
wendy B
1 reviews | Active since Aug 2011
02 Mar 2026, 05:51
FNB Very bad poor and pathetic service
Very bad poor and pathetic service, I am failing to understand how the insurance module of FNB can be dropping the ball. I have been banking with FNB for over 30 years and thought I would give their insurance a go. Boy, was I wrong :(
I have logged a claim for a windscreen replacement since last December and I am still awaiting on the claim to be processed. They sent "their" monopolised supplier to fit a standard windscreen which I refused as my vehicle is currently fitted with an agent windscreen. I have tried calling and emailing but they either don't respond or push their own narrative.
So, frustrated :)
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Replies (3)0
Replies (3)wB
wendy B's updateReviewer Update
03 Mar 2026, 07:45Thank you for the swift response, much appreciated.
Await the relevant response to my compliant
Await the relevant response to my compliant
wB
wendy B's update03 Mar 2026, 07:45
Reviewer Update
Thank you for the swift response, much appreciated.
Await the relevant response to my compliant
Await the relevant response to my compliant
wB
wendy B's updateReviewer Update
15 Sept 2026, 05:51To the FNB Insure Claims Management Team,
Re: reference number is: ***NF.
Re: reference number is: ***NF.
I am writing to formally object to the demand that I pay an additional fee/co-payment to receive an agent (OEM) windscreen.
As per the South African law of contract and the Policyholder Protection Rules (PPR), an insurer is strictly bound by its written terms and conditions. The FNB Short Term Comprehensive Policy Wording states that the decision to repair or replace is determined by your authorised supplier, but it does not stipulate any contractual clause or exclusion requiring the policyholder to pay a financial premium or co-payment for OEM/Agent glass.
As a consumer, I am contractually entitled to have my vehicle restored to its pre-accident condition without un-stipulated out-of-pocket expenses.
Please confirm within 48 hours if FNB Insure will honour the claim in full without this extra charge. If FNB maintains this position, please issue a formal Letter of Deadlock immediately so I can escalate this directly to the National Financial Ombudsman.
Warm Regards
Wendy
Wendy
wB
wendy B's update15 Sept 2026, 05:51
Reviewer Update
To the FNB Insure Claims Management Team,
Re: reference number is: ***NF.
Re: reference number is: ***NF.
I am writing to formally object to the demand that I pay an additional fee/co-payment to receive an agent (OEM) windscreen.
As per the South African law of contract and the Policyholder Protection Rules (PPR), an insurer is strictly bound by its written terms and conditions. The FNB Short Term Comprehensive Policy Wording states that the decision to repair or replace is determined by your authorised supplier, but it does not stipulate any contractual clause or exclusion requiring the policyholder to pay a financial premium or co-payment for OEM/Agent glass.
As a consumer, I am contractually entitled to have my vehicle restored to its pre-accident condition without un-stipulated out-of-pocket expenses.
Please confirm within 48 hours if FNB Insure will honour the claim in full without this extra charge. If FNB maintains this position, please issue a formal Letter of Deadlock immediately so I can escalate this directly to the National Financial Ombudsman.
Warm Regards
Wendy
Wendy
wB
wendy B's updateReviewer Update
22 Sept 2026, 16:30No concrete response from FNB insure yet? Merley, shifting the queries from post to pillar. An entire week later, so pathetic 🙄
wB
wendy B's update22 Sept 2026, 16:30
Reviewer Update
No concrete response from FNB insure yet? Merley, shifting the queries from post to pillar. An entire week later, so pathetic 🙄