A Disheartening Experience with First For Woman Insurance

Dear First For Woman Insurance,

I am writing to express my profound disappointment and frustration with the recent experience I've had with your company, which has left me utterly dismayed. As a loyal customer who believed in your promise to protect and serve, I feel compelled to share my ordeal, which has been nothing short of traumatic.

For nearly 2.5 years, I have been a dedicated customer, making timeous payments and maintaining a claim-free record with your company. I subscribed to the belief that "a company is as good as your first claim experience with them." Unfortunately, my recent encounter has shattered this belief.

On September 19, 2023, I was the victim of an attempted hijacking, a harrowing incident that unfolded before 10:00 AM. Thankfully, I managed to escape to safety despite severe damage to my Audi A3. The prompt alert from the onboard display screen detected a rapid loss of oil and instructed me to turn off the engine.

In the immediate aftermath of this terrifying encounter, I reached out to your insurance company for assistance, a decision I now deeply regret. What followed was a sequence of events that defied logic and basic customer service expectations.

1. Towing Mismanagement: After contacting your insurance, a flatbed tow truck from D.O.T. Towing was dispatched to collect my vehicle and take it to a nearby assessment center. However, without my knowledge or consent, D.O.T. Towing overrode the system and transported my vehicle to a location much further away—Renew-it in Bedfordview. This inexplicable decision was made without any communication or explanation, leaving me utterly bewildered.

2. Unpleasant and Defensive Service: My attempts to seek clarification were met with defensive and unhelpful responses from your representative, Hayley. She displayed an unpleasant attitude, provided vague excuses, and raised her voice when questioned about the towing and repair process. To add insult to injury, she callously informed me that my beloved Audi would be repaired with Chinese alternatives, disregarding my preference for new and original parts.

3. Delays and Disregard: To further exacerbate the situation, Hayley informed me that the assessment process would take an astonishing 4-5 working days. This extended timeframe was presented with a blatant lack of urgency and professionalism. She also insisted on providing feedback only on Tuesday, September 26, 2023, leaving me without information for an extended period.

4. Deceptive Sales Tactics: On September 26, when I finally received a call, a new representative attempted to coerce me into changing my insurance coverage to a business plan with significantly higher premiums. This maneuver was both unprofessional and opportunistic, exploiting the situation to push for more costly coverage.

5. Lack of Transparency: The quote for the claim remains unclear, and I have not received the promised email detailing the repairs needed. When I attempted to seek clarification, your representatives were unavailable anymore.

6. Excessive Towing Costs and Unauthorized Access Fees: It has come to my attention that my vehicle will be towed back to Kempton Park for repairs, doubling the towing costs incurred. This raises concerns about internal auditing and the financial practices within your organization. Moreover, my access payable for the claim has been inflated by R700.00 compared to my policy agreement, an act that I find outrageous and unjust.

In conclusion, I find myself in a situation where I have been without my vehicle for an entire week, and my car has only been assessed without any work being done on it. This ordeal has been nothing short of traumatic and has shattered my trust in First For Woman Insurance. Your company's slogan, "All The Ways We Make Your Money Go Further," seems ironic, as it appears that my money is going further for you rather than providing the promised protection and support.

I implore you to rectify this situation immediately, provide clear information about my claim, ensure transparency in your processes, and uphold the values and commitments you claim to represent. Your loyal customers deserve better than what I have experienced.

Sincerely disheartened,

Barbara