The worst service provider I've ever experienced.

I am an FNB client and also have my short term insurance with them. I had an accident on 13th May 2023 and submitted my claim.

I was in the Mangaung township that evening and drove into a pothole as it was raining.

I slowed down a bit just to see if everything was OK, but because there wasn't any sign on my dashboard indicating any problem I drove off.

On my way home the sign started flickering on my dashboard that " *oil is running low* ". I pulled over _immediately_ on the side of the road and called for help.

The tow truck from Cobra arrived to tow my vehicle away. My car was sent to Technicolor on Monday following the date of the accident and was stored there for a month before the insurer could approve my claim. I called in several times after the accident investigations, interviews and assessments were conducted to check the status of my claim and spoke to Bonolo Mabena, who is my claim handler.

I received a call from the assessors before my claim approval to ask where I pulled over, that evening of the accident because they wanted to put oil in the car and start it to check if there isn't any possible damages to the engine before they could replace the oil sump.

Bonolo informed me a month later that my claim has been approved. When I asked why did it take so long to approve, She told me that there where red flags with regards to my location and time of the accident.

Only after two months when the panelbeaters had replaced the oil sump, I was informed by the panelbeaters that my car was sent to Mercedes Benz Garden City Motors in Bloemfontein to strip the engine.

I called Garden City Motors and FNB short term insurance to find out what was going on and the progress on my vehicle.

I spoke to Matlhodi who promised to find out for me but never came back to me.

I continued to call hopingto get feedback, and spoke to Lerato who took messages and promised to pass my messages to Matlhodi, but both never returned any of my calls.

I was informed telephonically by the assessor that according to Mercedes Benz, my car needs a new engine and the insurance had declined my claim because the damage to the engine was circumstantial and that I should have stopped immediately after hitting the pothole that evening.

As a result, my car is at the s**** yard of Technicolor and in a very bad condition yet the insurance continues to deduct my debit order of R1900 for the same car which I haven't been having for 4 months.

I am very disappointed and very unhappy by the manner in which FNB has handled my case since the beginning of my claim.

I have submitted everything which was requested from me by FNB including my bank statement on the day of the accident and have gone to the place of the accident with the assessor, my tracker records have also indicated I was driving within the required speed limit. The also obtained my call records from my service provider and checked my phone GPS to track my movements just to clear all the red flags.

I called Bonolo after several attempts to request the rejection leller in writing, and was told my claim has been partially approved, and the oil sump only bought and apparently fitted by technicolor on the vehicle which was only declared to be damaged by Mercedes Benz after dissembling the engine for assessment of damages.

I hope to get any assistance on this matter, as I still don't have a car to this day and my car is still parked within the premises of Technicolor with no update from the insurer.

I continue to be their loyal client in all my account with them but still getting an undeserving service from them.