Our home's IBR roof was damaged by the hailstorm on the 28 November 2013 and we reported it to FNB that day. We received a claim number on the 29 November 2013 and their assessor came on the 2 December. He informed us that a contractor would contact us by the 3 December. No response had been received from FNB direct policy insurance until we contacted them on the 6 December. We asked them how long it would take before our roof would be fixed and our claim to be processed. They couldn't furnish us with any of those details after four calls and couldn't assist us since there was a specific person assigned to our claim and she wasn't available. If we had defaulted on our premiums and stated that we don't know when we'll be able to pay, they would refer us to lawyers, yet they couldn't give us a time frame. We also received an intimidating call from Elite consultants who had sent out the assessor. They asked us if we still wanted to go ahead with the claim, they can do us a favour by providing us with a contractor provided that we don't contact FNB and they aren't even the FNB consultants!! Very confusing for a client. We'll move our business and accounts to another bank!
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