Unacceptable Delays and Policy Contradiction – FNB Short-Term Insurance Claim

It has now been almost three weeks since I lodged a claim for P145429/00 with FNB Short-Term Insurance for ****** headlights in Illovo, despite having clear CCTV footage of the incident. The handling of this claim through Lerato Tshukudu has been extremely slow and frustrating.

To make matters worse, FNB now intends to fit used headlights to my vehicle. Not only can they not confirm that these are ethically sourced — a serious concern given that my own lights were ****** — but this decision also directly contradicts my policy wording.

My contract clearly states that:

“If the insured item is lost or damaged and cannot be repaired, we will pay the replacement value of a new item of equal quality, functionality and capacity. If this is not possible, we will pay the cost to replace it with a new item having the closest equivalent quality, functionality and capacity.”

Despite this, FNB insists on replacing my ****** headlights with old/used parts, which is not only inconsistent with their own policy terms but also highly concerning from an ethical and safety standpoint.

After such a long delay and contradictory communication, I am left questioning whether this reflects a systemic issue at FNB. This is not my first disappointing experience with the company — just a month ago, I had another unsatisfactory interaction.

This experience has been unnecessarily stressful and reflects poorly on FNB’s claims handling and customer care.