Loss of My Mother Made Worse by FNB

I am extremely frustrated with the handling of my funeral claim by FNB.

This claim relates to my mother’s funeral policy, and having to deal with administrative issues on top of losing a loved one has made an already difficult time even more distressing.

My claim has been rejected due to a surname discrepancy, despite the fact that I got married in 2017 and have submitted all required supporting documents — including both identity documents and my official marriage certificate.

To be clear: in South Africa, a marriage certificate is legally sufficient proof of a surname change. The Department of Home Affairs does not issue a separate letter confirming a surname change after marriage. The marriage certificate, together with an updated ID, is the accepted and standard form of proof.

What is particularly concerning is that this experience creates the impression that FNB is not recognising my marriage, which is a legally valid same-*** marriage in South Africa. This is deeply troubling and unacceptable.

It is unreasonable for FNB to reject my claim on this basis when all valid documentation has already been provided.

I have requested that the matter be reassessed and have asked for a reference number, as I am prepared to escalate this to the Ombudsman if necessary.

At a time like this, I would expect compassion, efficiency, and professionalism — not unnecessary obstacles.