What insurance? - Unreliable with zero communication.

Fellow insurance clients.

Have a read below.

This is a primary example of terrible service with little to no responsibility taken on by FNB who we pay to provide a service. If you want to wait months and have to keep on being the one to follow-up with your provider, this is the company for you. Rather reduce your spend elsewhere and go for a mainstream insurer using a broker. It will save you months of headache!

I had a break-in at my house on Saturday, 11 February 2023. We were sleeping when they removed a window and stole 3 laptops from my office. I first called FNB emergency to assist with the window installation and got told I first need to put down R2000. This was for a job my wife and I did on our own in the end.

I called to open the claim 2 days later as there is no claims support outside of normal business hours. I provided the required documents including proof of ownership and replacement quotes on the same day. I provided the police report on the day after. It then took FNB 8 days to send out an assessor on the 22nd of February 2023. The FNB appointed assessor then sent the report and it was received at FNB on the 27th.

It took me almost 300 minutes of my own airtime to obtain an agreement of loss from the company. The AOL was received 1 month and 5 days later. This also only happened after FNB decided to send out ANOTHER assessor as the first one was sent out for a building claim and not a content claim even though I never submitted a building claim. I spent more time on the phone to ensure that FNB did not waste more of my time and managed to get the agreement of loss after the assessor provided FNB with more information regarding the claim..... EXACTLY what I provided FNB on the first day of my claim. I also sent an e-mail requesting an update and never received a single response. I even got a promise from the team leader/manager (Sheldon) that he would return my call within the same day. I never spoke to him again and it made me feel he only made the promise just so that he did not have to continue the conversation.

The AOL was for R20 000 LESS than my replacement value. When I queried it over the phone, I was told they found the prices on Google. They could not provide me with the replacements at those values as they do not have that service within the department. I asked for proof and was provided with 2 screenshots. One was a Takealot link to an unknown vendor who we were unable to validate if their devices would be supported under vendor warranty. The other seemed to be off ALIEXPRESS.

When providing reasoning why this would not be classified as a replacement specifically as I would be worse off e.g., 15% VAT on import, no option to return under warranty and then shipping costs. The minimum requirement is to give me what I had. I spent another week to get a response from the team. I received a very unclear reasoned answer stating that my reasoning was REJECTED on the 6th of April.

I was then made a promise that FNB had a partner that would start today (11 April) and will provide them with replacement quotes. I would be contacted then. I ended that call frustrated and promised I will not waste my time to contact them again.

FNB, you provide me a paid service which require you to communicate and provide a fair service. This includes putting me in the same or better position than I was prior to the incident. This is a regulated service, and it seems your internal processes require an audit as nothing seems to be working. As a customer I was the only one making contact, provide you with exactly what you asked for and was patient when things took slightly longer than expected, and I still received the level of (no) service I have. I still have not received a call.

To top it all off, my car was involved in a collision with a buck on the 26th of December 2022. It will be going in for the repair on the 17th of April (4 MONTHS). In every step of the way, there was no communication or follow-up from FNB. I had to threaten them with the ombudsman. All I got was a reply blaming me for the delay.

You have no more value in my eyes. I have lost all trust. Even when asking my private banker to assist, there was nothing. It only cost me more money.

I hope the fellow citizens of South Africa see what type of substandard service you provide to your customers. I will be steering away my portfolio from your false promises. So much that I am going to say it again.

I am definitely making my move.