FNB's negligence has put me in emotional and financial distress!

When I joined FNB short insurance I wouldn't have imagined the treatment I've received from them.

On the 25th of November 2025, I was involved in a minor accident, and everything went downhill from there. Here's what happened in bullet ponits:

* The accident happened on the 25th of November. I called it in and I was instructed to go to my nearest police station to log an incident and to await an email from them with instructions of what documents to send. * On the 28 of November, upon not being able to get through to the insurance department I sent an email to my allocated banker, asking if she could assist me with the claim in any way. Of which she rep**** and said someon would assist me. * I received a call that afternoon and the gentleman I spoke to took down my statement and said he would send me an email detailing next steps and what documents I need to send. That too took it's own time * On the 1st of December, about 6 days after the accident I sent yet another email to my allocated banker, this time relaying my disappointment in how FNB has handled the matter. The gentleman handling my claim kindly sent me the details I needed that afternoon. * On the 8th of December, having followed up with the gentleman and received no help, I wrote another email yet again to the banker asking that she asks him about the status of my claim. 2 weeks after my accident, still no way forward. * On the 15th of December, upon being sent from pillar to post, I sent an email to FNB's complaints department asking that the assist me in my matter. * The complaints department called to ask if I had anything else to add to my complaint and in true FNB style, told me they would be in touch. * On the 15th of Dec, my claim was finally approved and relevant documentation was to be sent to the panel beaters. * At this point, I was told my car could not be towed from the storage space to the panel beaters because they were closing for December and would handle my case in the new year. The car was towed on the 5th of January 2026 * On the 5th of Jan, FNB sent me a lousy apology saying the lack of communication and delays would not happen again.

Today, the 23rd of February 2026 I STILL do not have my car back. At first I was understanding of that parts would take a while before reaching the country, which delayed the start of the repairs. But even the panel beaters now keep shifting the collection date.

I utilised my 30 day car hire benefit from the 9th of Jan to 9 February. This because I knew I would need a car for school drop offs and pick ups. The financial and emotional distress this process has given me is unimaginable. On the 25th of February I will have spent 3 months paying for a car that is sitting at some panel beater in East London and not doing it's job. FNB has been so careless in handling my case that I feel like they only care about the money we give, more than making sure they carry out what we pay for.

I honestly just need my car back!