Formal Complaint: Poor Claims Handling and Courtesy Vehicle Mismanagement

I am writing to formally lodge a complaint regarding the handling of my recent motor vehicle claim and the unacceptable level of communication and service I have experienced from both FNB Insurance and Avis.

I have banked with FNB for many years and moved my insurance to FNB a few years ago. Unfortunately, my experience with this claim has left me extremely disappointed and questioning my loyalty to FNB.

Timeline and issues experienced:

• My vehicle was involved in an accident on 23 December, and a claim was logged. • I was issued with a courtesy vehicle. • From 12–14 January, I had to phone FNB three times to obtain any update on the status of my vehicle, as no communication was forthcoming. • Authorization for repairs was only granted after I personally escalated the matter, which should not have been necessary. • On 14 January, I phoned to extend the courtesy vehicle. I did not receive the usual confirmation message confirming the extension. • Upon following up, I was informed there had been a miscommunication between FNB and Avis and was assured this would be rectified and that I would be notified — this did not happen. • I phoned again and was once more assured the matter would be resolved and that I would be contacted urgently so I could make alternative arrangements. No feedback was provided. • During this time, Avis incorrectly logged the vehicle as returned, meaning I was unknowingly driving a vehicle that was recorded as no longer in my possession. • On the morning of [date], I again contacted FNB for clarity and was told I would receive feedback — which again did not happen. • At 14:00, I received a message from Avis stating that the vehicle needed to be returned by 16:00, giving only two hours’ notice.

I am a teacher and have learners in my class until 17:00. Returning the vehicle within this timeframe was impossible. When I contacted FNB, I was told this was “not their problem” and that the vehicle still had to be returned by 16:00, with no grace period, no extension, and no acknowledgement of the communication failures that led to this situation.

Avis similarly showed no accountability, despite the issue stemming from miscommunication between Avis and FNB. While collection the following morning was offered, I was informed I would still be charged for the day — effectively penalising me for errors that were not mine.

Key concerns:

• Repeated lack of communication • Failure to follow through on commitments to provide feedback • No ownership or accountability for errors • No empathy or consideration for my professional responsibilities • Being placed under unnecessary stress and inconvenience due to service failures

At no point was there an apology, acknowledgement of fault, or attempt to resolve the matter in a customer-focused manner.

This experience has severely eroded my confidence in FNB Insurance. I no longer feel valued as a long-standing customer and am reconsidering my relationship with FNB as a whole.

I request:

A formal response addressing the failures outlined above

Clarification on why I was expected to bear the consequences of internal miscommunication

Confirmation that I will not be financially penalised due to these errors

Details of what steps will be taken to prevent this from happening to other clients

I look forward to your urgent response.

Kind regards,