Poor Service

Sharing my recent experience with FNB Insurance, specifically relating to claims handling, communication, and overall customer care.

In November 2025, I experienced financial difficulties and was unable to meet my monthly debit orders, including my insurance premium. On 26 November, I engaged with FNB, and my policy was stopped and later reinstated. However, on the same evening, I required roadside assistance, and my claim was rejected on the basis that the policy would only be active from 1 December 2025. While I understand policy terms, the lack of flexibility or support in an emergency situation was concerning.

In December 2025, my borehole stopped working on 24 December. Although the claim was accepted, assistance was only provided on 4 January 2026. This left my household without water over the festive season. While I was informed that this fell within SLA, there was no consideration of the severity of the situation or its impact on my household.

Most recently, I reported a lost cellphone on 16 April 2026. To date, the claim remains unresolved despite now exceeding 11 working days. I have communicated that this phone is essential for my livelihood, yet my request for urgent consideration has been disregarded. I was forced to purchase a replacement device at my own cost to sustain my income.

Additionally, I have experienced poor communication throughout this process:

Feedback is only provided upon follow-up The assigned consultant responds selectively to queries No clear updates are proactively communicated

Of further concern is that on 30 April 2026, my account was debited for the insured cellphone, despite it having been reported lost on 16 April. My query regarding this debit has not been addressed.

While I acknowledge that certain actions may fall within SLA, the consistent lack of urgency, empathy, and communication reflects poorly on the service provided. Insurance is meant to offer support during difficult times, yet my experience has been the opposite.

I fear for the Worse