Formal Complaint – Unresolved Claim and Poor Service Delivery

Dear FNB Short-Term Insurance Team,

I am writing to formally raise a complaint regarding the handling of my insurance claim logged on 11 September for a geyser that was not heating up.

On 12 September, a plumber contracted to FNB attended the site and, after inspection, advised that the issue was electrical rather than plumbing-related. He confirmed that he would submit a report to the office.

On 19 September, an electrician was dispatched to assess the issue. However, upon his departure — after stating that the problem was plumbing-related and not electrical — a water stain began spreading across the ceiling, and water started leaking through the ceiling onto the floor. I immediately contacted the electrician, who requested photographs, which I shared right away. Despite this, no feedback or assistance was received from FNB or any of its service providers.

By 20 September, the situation had worsened — water began leaking through the light fixtures, and the lights ceased functioning. After multiple follow-up calls, a plumber was finally sent to site at around 14:00. It was the same plumber who had attended on 12 September. Upon inspection, he confirmed that the electrician had dislodged a pipe while in the ceiling, which caused the leak. He further advised that the geyser itself was never leaking.

Since then, I have made numerous calls and sent multiple emails, including escalations to the complaints department, yet the damage to my ceiling and electrical system remains unrepaired. The area is now unusable due to the electrical hazard and water damage. Each time I follow up, I am told that the team is “unable to reach the service provider” or that repairs will “hopefully be completed by the end of the week.”

It is unacceptable that I am being made to wait for the repair of damage caused directly by FNB’s appointed contractors. Furthermore, Mr. Mpho Barrett committed to providing feedback by close of business yesterday, but no update was received.

This entire experience has been extremely frustrating, inconvenient, and disappointing. The lack of accountability and follow-up reflects poor service delivery and has left me with unresolved damages caused during the claim process.

I kindly request immediate intervention to ensure that:

The damages caused by FNB’s contractors are repaired urgently,

I receive written confirmation of the next steps and timeframes, and

Appropriate service recovery measures are considered for the distress and inconvenience caused.

I trust that this matter will now receive the attention it deserves.

Kind regards,