Unauthorised Asset Disposal and Unjust Claim Denial by FNB

I write to formally express my serious concerns regarding the handling of my insurance claim lodged on 26 March 2025. Despite timely submission and all supporting documentation provided, I only received a response from FNB Insurance on 16 April 2025, nearly three weeks later, an unacceptable delay under fair claims handling standards. Additionally, when we attempted to get a hold of the manager, Mr Shabangu (through Mr Mooka), he was not available, nor did he return our calls or emails.

Interestingly, there has been a contradiction in terms of what was told to us by the service provider, creating a reasonable expectation that this would be sorted out, considering it was a flash flood which impacted many homes due to high volumes of water, which even the road storm water drainage could not cope with. Despite this, nothing was expedited by the insurer. Instead, we were patronised by receiving feedback which was contradictory to what we were informed by the assessor and service provider. Furthermore, I must raise alarm over the unauthorised and undocumented removal of damaged items from my residence by representatives affiliated with FNB Insurance. This action was executed without prior written consent, requisite documentation, or issuance of a legally compliant inventory receipt. According to my knowledge, such conduct constitutes a breach of procedural integrity, violating fundamental tenets of consumer protection statutes, which constitutes a serious breach of protocol and raises questions of legality and compliance with relevant consumer protection and insurance regulations. This unilateral removal of property, compounded by the subsequent denial of my claim, underscores a flagrant disregard for due process and property rights. So, FNB insurance has deprived me of my property without due process. • I need an immediate written explanation for the delay and the ******** behaviour by FNB Insurance’s affiliated subcontractor/s • Full compensation for the value of the damaged items removed from my premises, along with supporting calculations and valuation methodology, as the storm has damaged my entire wooden flooring • Confirmation of compliance procedures and an internal investigation into the unauthorised removal. If this matter is not addressed and resolved within the stated timeframe, I will have no choice but to escalate it through legal avenues, including formal complaints to the Insurance Ombudsman and litigation for damages. The gravity of these violations necessitates urgent, transparent, and material redress. I trust that FNB Insurance will prioritise ethical rectitude over further reputational erosion.