Bad customer service

My name is Winnie Tshabalala I am a client at first for women, I toke a car cover with the since last year round about may or April. When I toke the cover it was a comprehensive cover and it covers anyone who has a valid driver's license. Last month my elder brother had an accident with my car and it was written off on the spot, I call them an explained they told me that the is no need for me to gather any information they will do the investigation for themselves all they need from me is the contact details of the person who was driving my car and case number and the officer who is busy with this case. I did give the the details. When I toke the cover I explained that I won the car at work and it's not financed or anything it's paid up. It's been three weeks since I claimed and according to them it takes 10 working days for the claim to be paid out and now they send me a document that they want me to fill about what happened the day of the accident and what was the weather conditions like where else I explained that the accident happened in Tzaneen and I was in Pretoria at work that Saturday. I even made a conference call between them and my brother's wife because she was there when the accident happened and my brother by that time was unable to talk because he was not in a good condition talk on the phone because of the injuries he sustained that time. Am still waiting for the claim to be paid so I can make means of getting something that will take me from point A to B. They want to to investigate about happend that day of the accident. I can no that is was I send the information they requested. This is frustrating me it's really affecting me emotionally and financially cause now I spend a lot of money on transpot where else with the car I was saving. Please help me to solve this case.

Regrads Winnie ********** 179 **********