Complete failure to respond to third-party insurance claim

I am an FNB third-party insurance policyholder (claim no. RMO40202). After my husband reversed into a third party’s vehicle, the claimant was directed to contact your firm at enquiries@ngov-attorneys.co.za to process his claim. The claimant emailed your offices over two weeks ago with all relevant details. To date, he has received no response whatsoever — not even an acknowledgement of receipt. The claimant had initially tried to claim through his own insurer but was expected to pay a R5 500 excess for an incident that was not his fault. He followed the correct channels by contacting your firm as directed. Your silence has left him without recourse and has placed me in an embarrassing position. I have since sent your firm a formal letter of complaint. As legal professionals appointed to handle insurance claims, the very least one would expect is a timely acknowledgement of correspondence. I urge anyone dealing with Neil Govender Attorneys on an FNB insurance matter to document everything meticulously.