Formal Complaint Regarding Mishandling of Insurance Claim – Lack of Communication and Transparency

Dear FNB,

I am writing to express my deep dissatisfaction with the way my recent claim has been handled by FNB Short-Term Insurance. The entire process has left me disillusioned, frustrated, and questioning the reliability of the service.

After submitting my claim, I waited for approximately four days without any form of communication. I eventually took the initiative to call your offices, only to be told that while the claim had been registered, no service provider had been assigned. The agent I spoke to then assigned one and confirmed this via SMS. A service provider came to conduct an inspection. Following this, I once again had to call in to find out the outcome—no one had reached out. I was informed that the report noted signs of wear and tear in the grout of the shower, which supposedly allowed water to seep through. I challenged this conclusion and requested a second opinion.

Another individual visited the property, conducted a visual inspection, and took photographs. Again, I received no communication. Eventually, I received an email from someone named Tumelo Pilane, stating that attempts had been made to contact me. I responded via email and called him back. He acknowledged my email and promised to call me—but never did. I followed up again a day or two later and spoke to a different representative who told me there were two reports on the system, both stating the same conclusion. He also mentioned that pictures from a dye test had been submitted. I asked for copies of these reports, but received only one—without any pictures. I followed up again with Tumelo requesting the second report and images. To this day, I am still waiting.

It is incredibly disappointing to learn that Tumelo was assigned as my claim handler, given the lack of communication, failure to follow up, and incomplete documentation provided. I am still unclear on the specific grounds for the rejection of my claim, and I find this level of service unacceptable.

I request immediate clarity regarding:

1. A complete copy of both reports with all supporting images, including the dye test. 2. A clear written explanation of the reasons for the rejection of the claim. 3. An explanation of why the claim was so poorly handled and what measures will be taken to address this