Ongoing Delays & No Clear Communication – FNB Insurance Claim

I am extremely frustrated with the handling of my third-party claim by First National Bank Short Term Insurance and their appointed attorneys, Neil Govender Attorneys.

This claim (Loss Event: RMO35394 // MAT25357) has been ongoing since November 2025, and despite numerous follow-ups, I have not received clear answers or any meaningful progress.

Key concerns:

• Multiple complaints have already been logged (Refs: ***Q, ***NF, ***NF, ***, ***, ***), yet I am still required to follow up continuously for basic information. • The final tax invoice was submitted on 2 March 2026, and it has now been over 10 days, yet the only feedback received is “awaiting approval,” with no indication of where the approval is pending or how long it will take. • I have repeatedly asked:

Where the settlement approval is currently sitting (FNB or attorneys)

What the expected timeframe is These questions remain unanswered.

• The at-fault driver collected their vehicle in January 2026, yet my claim remains unresolved with no explanation for the delay.

• I contacted FNB telephonically and spoke to Ntabiseng, who was helpful and attempted to assist by engaging the claims department. However, I was advised that the relevant claims handler was unavailable to take my call, and reference was made to a signed document regarding timeframes, without addressing my specific queries.

• I also requested a manager’s contact details to escalate the matter further, but this could not be provided.

Despite the matter being escalated internally and marked as urgent, I have still not received any direct or meaningful feedback.

At this stage, the issue is not only the delay but the complete lack of communication, transparency, and accountability.

I am requesting:

• Clear confirmation of where the settlement approval is currently pending • A definite timeframe for finalisation • Proper communication from the responsible department

I trust this matter will now receive the urgent attention it requires and be resolved without further delay.