The worst experience

I am writing to express my extreme dissatisfaction with the recent handling of my insurance claim relating to roof damage at the property I purchased through FNB just four months ago.

When I bought the house, FNB conducted an assessment, and no issues regarding the roof were reported to me. After a recent storm, however, the roof began leaking and subsequently damaged the ceilings. I logged a claim with your insurance division, and an assessor was sent to evaluate the situation.

To my dismay, the assessor failed to conduct a thorough inspection—he did not even enter the roof cavity. His report claimed the leak originated from strut 3 at the end of the roof due to loose *****s. However, this is incorrect. The actual leak source is from strut 2, well inside the roof, which clearly indicates the assessment was superficial and flawed.

As a result of this careless inspection, my claim was rejected. It is completely unacceptable that the outcome of a legitimate claim rests on an inadequate evaluation. It appears that the commitment shown during the sales process does not extend to the claims process, which raises serious concerns about the reliability and fairness of your service.

I request that the claim be reviewed and that a proper, independent inspection be carried out. I also expect written feedback on how such a flawed assessment was allowed to dictate the outcome of my claim.

I await your urgent response.

Sincerely,