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CS
Cyrano S

1 reviews | Active since Jul 2020

14 Apr 2025, 09:56

Formal Complaint – Gate Motor Insurance Claim Poorly Handled

I am writing to express my deep disappointment and dissatisfaction with the manner in which my recent insurance claim with FNB was handled regarding a non-functional Centurion gate motor.

I submitted a claim via the FNB App — a platform that, to my surprise, does not allow users to track or view their submitted claims. After receiving no confirmation or feedback, I had to follow up telephonically to confirm if the claim had even been received. Still, no one from FNB ever called back to provide an update.

Eventually, on Wednesday, 09 April at approximately 8:30 AM, a technician was sent out to assess the motor. His entire visit lasted no more than 3 to 5 minutes. During that time, he took a few photos, asked me to set the motor to “lock” and then pulled the gate. He then had me set it to “open” and pulled the gate again. He went back to his vehicle, uploaded the photos, and left — no tools, no diagnostics, no proper testing of the motor.

When I called back on Monday, 14 April to follow up, I was told that based on the technician’s “findings,” the motor has power but is not functioning due to “wear and tear over the years” and is therefore excluded from my policy.

I find this conclusion highly questionable and unacceptable. How does pulling a gate and taking a few pictures allow someone to conclusively diagnose long-term wear and tear? There was no in-depth inspection, no electrical testing, no internal assessment of the motor. The evaluation was superficial at best.

This reflects extremely poor service, a lack of professionalism, and a failure to properly assess my claim. I feel that my case was dismissed without due process, and I am left with a broken gate motor and no support from my insurer.

I expect FNB to take this complaint seriously and provide a proper explanation and resolution. Furthermore, I am posting this publicly to alert others to the lack of transparency and follow-through in your claims process.

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Replies (1)
CS
Cyrano S's update15 Apr 2025, 07:04
Reviewer Update
Thank you for the follow-up call regarding my recent insurance claim for a malfunctioning gate motor.
During our conversation, I was informed that FNB would uphold the findings of your appointed service provider. While I understand the need to rely on professional reports, I raised a valid concern: is FNB choosing to accept the service provider’s conclusion without fully considering the feedback and experience of your private client?
I requested a further investigation into the matter based on the limited and superficial nature of the assessment conducted on-site. The technician spent no more than 5 minutes at my property, during which he simply took photos and pulled the gate while it was set to "lock" and "open" mode. There was no in-depth technical evaluation performed. Despite this, the diagnosis of "wear and tear" was made and the claim was dismissed.
What I found particularly disappointing was the response from your representative, who defended the service provider as “world class.” With respect, I must point out that your team may not be fully aware of how these service providers present themselves to clients. In my case, the technician arrived in a tracksuit, did not address me in a professional manner, and failed to conduct a thorough assessment.
FNB is widely recognized for its innovation and leadership in the financial services space. However, it is concerning that such a forward-thinking institution is using service providers and systems that rely solely on quick photo submissions to determine the cause of a technical failure — without any detailed testing or client engagement.
This experience has been deeply disappointing. As a loyal FNB client, I expected more transparency, professionalism, and due diligence in handling this matter. I once again urge FNB to properly investigate the assessment process and take my feedback into account before closing this case.
I look forward to a comprehensive and fair resolution.