Stalling tactics & mismanagement from FNB Claims Department

I am extremely disappointed to find myself once again having to raise concerns regarding the handling of my FNB Health Cash Plan claim....

Before addressing the issue itself, I do however want to sincerely acknowledge Laeveil from the Complaints Department for his professionalism, empathy & outstanding client service....not only during this matter ( ***F ) but also during my previous complaint. In every interaction, he has treated me with respect, listened attentively, communicated professionally & genuinely attempted to assist in resolving the ongoing concerns. Employees like this are an asset to FNB & I truly appreciate the manner in which he has handled a very frustrating situation.

Unfortunately, the same cannot currently be said for the actual claims handling process....

I submitted my claim ( with ALL DOCUMENTS AS I NORMALLY DO ) on 07th May 2026 & remained patient throughout the stated turnaround period, despite ongoing concerns around duplicate claims repeatedly being opened for what was ultimately a single submission.

This exact issue occurred previously as well....yesterday, after eventually receiving communication requesting additional information from the Claims Department, I responded within 20 minutes with a detailed email together with extensive photographic evidence clearly documenting the severity of my condition....

Thereafter, I received another vague email simply requesting: “Other”

No explanation. No clarity. No indication of what was allegedly outstanding.....

This morning, after speaking with Leavil again & agreeing to await his feedback following discussions with Claims, I instead received an app notification & email at approximately 11h20 stating that “several failed attempts” had allegedly been made to contact me & that my claim had now been closed due to outstanding information...

This is simply untrue!!!

At no stage did I receive phone calls, missed calls or voicemails

In fact, I have consistently followed up myself, responded promptly to emails & remained patient throughout the process.

At this stage, it is becoming increasingly difficult not to view this as a stalling tactic, particularly as tomorrow marks the 10th working day turnaround period.

My frustration is no longer purely about the claim itself, but rather the repeated duplicate claims being createdn contradictory communication, vague requests, inaccurate statements & what appears to be significant internal mismanagement between departments.

I genuinely expected better from FNB given the excellent service I historically received from the Claims Department, which makes this sudden closure even more disappointing.