Appalling Service failures and I'm literally paying the price

I was in an an accident and lodged a claim with FFW on 22/08/2025. The car was towed to an assessment centre. I was then informed via the App that Sajeel Ganpath was allocated my claim and he would give me a call shortly. On 26/08/2025 I received an email from Sajeel with a repair cost estimate and was informed that the vehicle is a write-off. The email also requested additional information from me, which was to be used in the validation process of the claim. I provided the requested information the following day 27/08/2025, and thereafter called through to inform Sajeel that the information had been sent so he could proceed with the claim. But was told that he was not available and that he would be given a message to call me - He never did. While talking to the consultant, I enquired about car hire and she went ahead and assisted with a booking - picked up the car on 28/08/2025 and was told this is for 30 days.

The next communication received was on 01/09/2025 via email again, stating that they were still busy with validation and that an update would be provided by 04/09/2025 - still no call from Sajeel at this point. After receiving yet another email on 04/09/2025 telling me about the next update due on 09/09/2025, I decided to call again. Requested to speak to Sajeel, was told he wasn't available again and that he would be given a message to call me back urgently - He never did. On 09/09/2025, I received an sms informing me of the next update - 11/09/25....no phone call, no context, just nothing

11/09/2025 Sajeel called, for the first time since submitting my claim - He went through the value of my vehicle and the access, said he would request a settlement from my bank. Said that I will need to return the hired vehicle at this point, to which i argued that the arrangement was that I have the car for 30 days, he said he would discuss with his management and get back to me. He then concluded by saying that he would be in touch as soon as he receives the settlement. He called the following day 12/09/2025 and said it was fine I can still keep it but as soon as a get a substitute I have to return it. Was still waiting for the settlement at this point, according to him.

Tuesday 16/09/2025, Sajeel tried to call me but couldn't get through...received a message that FFW is trying to call. I then called back immediately but as always, he was not available, would be sent a message to call me back. This, I learned from the agent I spoke to, was regarding confirmation to process payment. Sajeel called me later in the afternoon, we discussed the figures and that there will be a shortfall from the settlement - I gave the go ahead for him to proceed with payment and than send me the proof of payment and Agreement of loss soonest to which he committed to latest morning of 17/09/25. Sajeel did not send the documents as promised, instead after calling countless times, a lady by the name Leanne Diedericks was able to assist and forward these through, this was after 4pm already.

Inconvenience #1 Because of these delays, the bank debit order is already set to go off for the month of September - based on the old balance. I still do not have a new vehicle as I couldn't move or do anything without the payments being cleared on the bank side and as a result, I have to wait until 01/10/25 for the new vehicle.

Inconvenience #2 Europcar says the hired car is due back on 23/09/25(5 days from today) and when I asked why, they said I must check with my insurance - I was just checking in on the times for return on '27/09/25'. I called FFW again, lady at claims said that 'once payment is processed, vehicle should be returned within 48 hours'. I was never told this and this is a huge inconvenience to me. I requested to speak to the manager and she said she would escalate to Uthra Adams to call me within an hour - I have not received any call.

This level of incompetence and service failure is appalling, I am already going through a whole lot emotionally and trusted FFW to atleast assist without any hassles. This has been a very stressful period in my life and FFW has added tons to it. My trust is completely tarnished. This has left me completely drained to be honest - hugely disappointed :(