Nedbank Personal Loan Assurance Claim Mishandled – Ongoing Debit Orders, Poor Communication & Credit Prejudice

I am lodging a formal complaint against Nedbank Personal Loans / Nedbank Insurance Claims Department regarding the severe mishandling of my Personal Loan Assurance claim and ongoing administrative failures.

Despite submitting all required documentation for my Personal Loan Assurance policy (Policy Number: P***), only one payment was made by claims. Thereafter, the claim stalled without explanation, while debit orders continued intermittently and without proper communication, forcing me to personally cover instalments during a period of illness and financial vulnerability.

Key issues include the following: 1. Ongoing unexplained debit orders • Debit orders were processed without prior communication or confirmation that the claim had been finalised or rejected. • These deductions occurred while my claim was still under assessment, causing financial distress. 2. Claims assurance fee still debited with no service rendered • The Personal Loan Assurance premium continues to be debited monthly, yet the assurance has failed to perform its core function. • This insurance was explicitly meant to activate due to my documented medical and health-related conditions. 3. Silence and contradictory responses after document submission • All requested medical reports and supporting documents were submitted timeously. • Instead of clear feedback, I was met with prolonged silence, delayed responses, or incorrect information that did not align with previous correspondence. 4. Poor internal record-keeping and mishandling by staff • Email correspondence and written follow-ups are clearly not being properly logged or acknowledged on Nedbank’s system. • I have repeatedly had to restate the same facts, resubmit information, and correct inaccurate responses, indicating internal process failures. 5. Unreasonable administrative barriers • Despite my email address never changing, I was instructed to submit a separate signed authorisation letter simply to receive assistance—long after the claim process had already been underway. • This requirement was never communicated at inception and appears to be used as a delay tactic rather than a legitimate compliance issue. 6. Credit profile prejudice due to Nedbank’s failure • Missed or delayed payments on my account are a direct result of Nedbank’s claims and communication failures, not negligence on my part. • I am demanding that any negative credit bureau listings or missed-payment markers be corrected immediately, as they are unjustified and prejudicial.

This matter has caused prolonged stress, financial strain, and reputational harm to my credit profile, despite my full cooperation and compliance throughout the process.

Resolution expected: • Immediate clarification and finalisation of the Personal Loan Assurance claim • Written confirmation of why only one claim payment was made • Refund or adjustment of any unfairly debited instalments • Immediate correction of my credit record for missed payments caused by this issue • A formal written explanation and apology for the administrative failures

I trust Nedbank will treat this complaint with the seriousness it warrants and resolve it without further escalation to the Ombud or NCR.