1st for Women

Insurance with 1st for women, policy number ***. I had an accident on the 05th Nov 2021 - my car was a write off. I was swiftly assisted by Hayley who confirmed they will pay the bank including the shortfall cover as it was included in my policy. Everything went well paying off the vehicle however the shortfall cover was handled by another department. It was confirmed that all is in order in terms of the claim being successful and it was closed out in December, however January I was debited a monthly premium of R 2 679.83 which according to Hayley i was not supposed to expect as the claim was finalized.

I got to know that the shortfall cover will not be paid after several attempts trying to get hold of the department that handles this shortfall cover, I had to deal with Venolyn from claims who helped me by escalating this matter to Peggy who did not respond on the mail that Venolyn sent or call me, who was then been escalated to her line Manager Henriette who came to me requesting documentation which I provided the next day and after went quiet and i had to send another mail for feedback which I did not get a reply on, then called after couple of days to be assisted and the matter was escalated to her Line Manager Cornette who advised that Henriette will call me on that day and still no call until the next day that i had to call again due to my frustration of an amount debited that i did not budget for as i know that I do not owe the bank anything. I was then advised to contact their dispute department if I am not happy about the outcome.

On the 11th of January i relate the above story to them, on the 12th i received a quick response from Nontombi Tsomo who confirmed she received my query and that she is assigned to my query for assistance and she also confirmed it will take 7 working days to provide me with the outcome of my query which is the 19th of January from the day she called me.

From the 19th until 31 January, I was receiving a respond mail ''We are still working on your complain''

when I called Nontombi - demanding a resolutions, she confirmed they could not find my recording when they were selling the insurance to me because it is what i suggested and explained that i was not informed what a ''short fall cover'' will cover and what it will not cover.

after several calls to Nontombi, she came back to me on a the 1st of February that the balance of the short fall which was originally +- R17 000 subtract the premium that bank debited R 2 679.83 , total to +- R 13 000, they will only pay R 4 492.80 with reasons the amount was for the warrantee from the finance company which i have to claim that from them.

No one explained that to me, I still say and now I have to pay this amount from my pocket even if a short fall cover premium was debited to cover me for this.