Poor customer service and exploitation by FNB

I am writing to formally express my dissatisfaction with the service I have received from FNB Home Insurance. On 7 November 2025, I logged a claim after a section of my roof sheeting was blown off during a heavy storm. Despite the urgency of the matter, I waited an entire month without meaningful feedback. During this time, FNB only attempted to contact me once, and when I followed up, I was passed from one department to another. I spent nearly an hour on calls before finally receiving feedback, only to be told that my claim had been declined with a vague and unconvincing explanation. On 9 December 2025, I requested the inspector’s report so that I could properly understand the reasons for the rejection and lodge an appeal. To date, I have not received this report. This delay has left me unable to proceed with repairs, even as Gauteng continues to experience severe storms, further exposing my property to damage. I find it unacceptable that FNB Home Insurance continues to deduct premiums from my account without issue, yet fails to provide timely service, transparency, or accountability when I need support. This lack of responsiveness and empathy demonstrates insensitivity toward customers who rely on insurance precisely for situations like this. I urge FNB Home Insurance to provide the inspector’s report immediately, reconsider the handling of my claim, and take responsibility for the poor service I have endured.