Repeated administrative errors put my cover and claims at risk

I have banked with FNB for almost a decade and have always regarded the bank highly. Unfortunately, my experience with FNB Insurance / FirstRand Short-Term Insurance has been extremely disappointing and concerning.

From the inception of my policy, critical information on my insurance was repeatedly captured incorrectly without my consent or instruction, including: • The insured vehicle being changed internally from an Audi S3 to an Audi A3 1.4 TFSI • An incorrect engine number, despite me supplying a copy of my licence disc • A completely incorrect postal code, including a Cape Town code (8001) being reflected alongside my Pietermaritzburg address (3201)

Each time these errors were “corrected”, I was informed that the premium would increase, meaning I was effectively being penalised financially for fixing FNB Insurance’s own administrative mistakes.

What is most concerning is that: • My vehicle is in daily use • Claims could easily be delayed or rejected due to incorrect policy details • Instead of fixing written errors, the insurer repeatedly hid behind “attempted phone calls” rather than issuing written confirmation of corrections

During my final call with an agent, I was informed that correcting an obviously incorrect postal code would push my premium from approximately R2,300 to over R3,300, which completely eroded any remaining trust.

Due to the ongoing inaccuracies, inconsistent underwriting outcomes, and lack of accountability, I was left with no choice but to cancel the policy to avoid serious claim risk.

This experience does not align with the FNB brand I have trusted for years, and I strongly urge FNB Insurance to review its internal data handling, underwriting controls, and customer protection processes.