HelloPeter Complaint – FNB Funeral Claim

URGENT: FNB Funeral Claim – Please Help Me Get My Matter Properly Escalated

I am appealing a declined FNB Funeral Plan claim relating to the death of my mother, and I am asking FNB to please intervene and have someone properly investigate my case.

My FNB Funeral Plan was taken out on 17 February 2026. My mother sadly passed away on 11 August 2026, only six days before the six-month waiting period would have been completed.

I initially appealed the declined claim and provided supporting information regarding my mother's previous funeral cover. After this, my CEO, who was assisting me with the matter, wrote to FNB requesting that they consider a compassionate/ex gratia payment of 50% of the R50,000 benefit, being R25,000.

FNB then specifically requested a Letter of Authority because my CEO was acting on my behalf. We comp**** with this request and submitted the signed Letter of Authority.

FNB provided us with Care Reference ***Q, and we have repeatedly followed up on this matter.

Despite this, I have still not received a proper response to the reconsideration request.

On Friday, I contacted FNB four times trying to obtain an update. I was transferred between departments and, when I provided Care Reference ***Q, I was told that the reference could not be found or that the staff member did not know what it related to.

This is extremely frustrating because this is the same reference number that FNB gave us when they requested the Letter of Authority.

I am not asking FNB to ignore its policy terms. I am asking FNB to please have a senior person review the compassionate concession request and give me a proper answer.

My mother has passed away, and I am trying to arrange for her body to be released from the morgue and transported to the Eastern Cape so that I can give her a proper burial. I have explained to FNB that I have no other assistance available to me and that even a partial payment would make an enormous difference.

I have already lodged a complaint with the Ombudsman, but I would sincerely prefer to resolve this directly with FNB.

My request to FNB is simple: please locate Care Reference ***Q, confirm that the Letter of Authority and compassionate concession request were received, escalate the matter to someone with the authority to make a decision, and provide me with a written response.

I am asking FNB to please help me. This is not simply an administrative matter for me it concerns my mother's funeral and my ability to lay her to rest with dignity.

I hope someone at FNB will see this complaint and take ownership of the matter.