No Process for Dual Insured customers
I called in today wanting to understand the process when it comes to Dual Insurance and no one from customer service or CLAIMS could answer (I ended up explaining what Dual Insurance is😒)??????? When I enquire about documents I need to produce to confirm I am covered for benefits stated in the cover that comes with the loan so this cover is canceled I am in essence told I cannot because this cover is mandatory.
How is this fair on me when I no once can say what percentages apply in case of dual insurance nor am i advised accordingly on how to protect myself should I have a claim, instead you have people like Buhle (in Life Claims) and Moeketsi in customer service that don't know what Dual Insurance is, what the SA law says around Dual insurance. Please listen to my call with Buhle, if this is how Claims agents speak/avoid direct questions then I am in trouble!!!!
I will be logging a formal complaint with the Ombud (FOR THE DURATION I HAVE ACTIVELY MADE PAYMENTS TOWARDS THIS COVER ) as FNB expect me to pay for a cover that I DO NOT NEED yet can't say how the payout will apply (NON DISCLOSURE), instead I am asked to remember if I did say I have cover or not (instead of pulling the call)- WHERE IN THE POLICY DOCUMENTS IS THE PROCESS OF DUAL INSURANCE MENTIONED, I was told to refer to my docs (yet no clause about non-disclosure😒)
If it's not being asked for me to digitize my electronic signature, having to wait for 48hours for COC or a quote then it's this?????
What is next????
I still ask, where on ANY of the products I have with FNB are the terms and conditions where dual insurance concerned mentioned??? As per the agent who called me saying " the call center agent's pay grade doesn't allow them to know how dual insurance works because they only know what they have been told??? Why does laws like FAIS exist??? I was also given the impression that ONLY sales agents would know how to answer questions related to Dual Insurance and not customer services????
If someone was to look at my profile from 2015 to date, you will quickly see that I have NEVER had a pleasant journey at FNB (I regret moving my Business back to FNB and adding more products under my portfolio because each time I say I am giving FNB a chance I END UP DEALING WITH BS)
I still ask, where on ANY of the products I have with FNB are the terms and conditions where dual insurance concerned mentioned??? As per the agent who called me saying " the call center agent's pay grade doesn't allow them to know how dual insurance works because they only know what they have been told??? Why does laws like FAIS exist??? I was also given the impression that ONLY sales agents would know how to answer questions related to Dual Insurance and not customer services????
If someone was to look at my profile from 2015 to date, you will quickly see that I have NEVER had a pleasant journey at FNB (I regret moving my Business back to FNB and adding more products under my portfolio because each time I say I am giving FNB a chance I END UP DEALING WITH BS)