Nearly 2 Months and still No Clarity on My Claim

I am extremely frustrated with the poor service and experience I have had with First National Bank Short Term Insurance. I submitted a claim on 27 January, and nearly two months later, I still have no clarity on its status. Since submission, I have been calling more than three times every week just to follow up. Each time, I am given a different story first being asked to resubmit documents multiple times, then being told the claim is pending manager approval, and later that it is still under assessment.

Today, I was even more disappointed to learn from the CIG that the AR file could not be found, despite the claim being properly registered with SAPS. This level of disorganization is unacceptable. What is most frustrating is the complete lack of communication. I never receive updates unless I call, and even then, the information provided is unclear and inconsistent. I have been banking with FNB for many years and hold multiple policies with them, but this experience has been extremely disappointing. It feels like instead of being supported as a customer, I am being put through an unnecessarily long and frustrating process. I sincerely hope this matter is urgently addressed and that improvements are made to avoid putting other customers through the same experience.