I was in an accident and am insured with FNB Insurance- the claims/ repairs process is a nightmare:
1. When I called to log the claim- a consultant was supposed to call back the same day and start processing it. That didn't happen
2. I followed up two days later- and they didn't have a record of my claim.
3. The same day I followed up- I GOT A CALL FROM ANOTHER FNB INSURANCE CUSTOMER WHO WANTED TO KNOW WHY I WAS LODGING MY CLAIM ON THEIR ACCOUNT. SOMEHOW, FNB INSURANCE HAD MIXED UP MY CLAIM WITH HER POLICY- AND THEN GAVE ANOTHER CUSTOMER MY PERSONAL DETAILS (My name, number and what car I drive). That is totally unacceptable and illegal!!
4. Car hire was finally arranged five days after I had submitted my claim- all that time I was not mobile.
5. Two towtrucks came to collect my car- I did not know which was the correct company to give the car too.
6. I have had no feedback/ updates on the progress of my repairs
7. My car has been in for repairs since 13 March- it's still not fixed and I don't have completion date. It has taken a month to replace a bumper and fix some scratches.
What makes the service even more unbearable is that the calls to the call centre go unanswered.
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