FNB- Worst Insurance

I am Totally appalled by how FNB has treated and handled my claim. My experience is a total NIGHTMARE! I had a vehicle accident on 14/07/2023, where I was bumped from the rear of my vehicle which resulted in the impact knocking me into another vehicle in front of me. I contacted the towing line as per procedure and my vehicle was towed from the accident scene. I spoke a claims consultant (Neo Makhaza) on 17/07/2023, who was allocated to the claim and was to be my contact throughout the process. She advised that an assessor was to assess my vehicle and the turn around time of the claim will be within 14 days, she further requested documents which I submitted within 24 hours of her request of them. I requested to use the 30 day Car Hire option included in my monthly premium, which I had to call FNB throughout the course of the day as I had not been contacted by the Car Hire company to advise when I can collect the vehicle, I eventually got a reference number from FNB which I confirmed with the Car Hire company and managed to collect the vehicle the same evening… Later in the same week, Neo advised that my vehicle was towed to the incorrect storage/yard facility and that she has requested it be towed to the correct storage facility. The vehicle was only towed to the correct storage facility on 21/07/2023 (a whole week wasted). The assessment of my vehicle only took place on 01/08/2023, when I also received a call from Neo to advise on the findings of the report stating that my vehicle will be written off. This was not the best of news, however understood and allowed some time for the claim to be finalised – this is already the nearing end of 14 days – I was requested to send my “Finance House” latest invoice, which I sent on 02/08/2023. Neo further advised that she will request a settlement letter to finalise the claim which was the only thing that needed to be done- I made contact with FNB again on 07/08/2023 requesting for them to adjust the days of my Car Hire period as they had only approved for 15 days on their initial request. I made contact again with Neo on 10/08/2023 via email to follow up on the claim and I received an automated response advising she is on leave. I contacted FNB spoke to another claims consultant who asked that I request my Finance House for a settlement letter as it was not done by Neo. I requested it and sent it on the same day. On 14/08/2023 I sent an email to follow up and Neo was available again and she contacted me to advise that she is playing catch-up due to her absence and that she will not use the Settlement letter I had sent and that she will have to request for it again from their internal systems. I was already expressing my dissatisfaction with the delay and she advised there is nothing she can do as it is process. I further advised that I don’t have other means of transport and that I am worried that the 30 day period is ending on the 16/08/2023 and that the claim seems to be no where close to being finalised. I then requested that she escalate for an extension due to service failure- She only responded on 16/08/2023 in the afternoon after 15h00 to advise that she managed to get an extension for 2 days- which is still unreasonable if the claim has still not been unfinalised and no communication is made to me regarding progress. Today, 17/08/2023 at 13h30, I called in to speak to her manager and was advised manager is in meeting and that they will call after an hour- It is now 16h00 and still no call from anyone at FNB- Instead, (rubbing salt to injury/making matters even more devastating) I receive an email from FNB to advise that the Car Hire is terminated and that the vehicle should be returned tomorrow, 18/08/2023 at 13h00 and that keeping the vehicle any longer will be billed on my account by the Car Hire company. This has been a very disturbing journey for me and feel that there may also be an element ************** on how this claim was handled. FNB is the worst to deal with, they have drained me emotionally and I feel that they don’t value their customers. Very polite when they offer you cover but no where to found when its time for them to deliver. I am extremely disappointed at how you have handled my claim. It is now 16h15 and I have still not been called to resolve this matter at hand. Still no assistance, no sense of urgency. SHOCKING!!!!