Bad service

Good morning Sir/Madam,

Hi, I am so highly disappointed with the customer service I have received from 1st for women. I had an accident on the 2nd or 3rd of June, not that much damage as it was drivable. I submitted my claim and it was approved. I was asked to do a self-assessment and sent pictures via whatsapp to a number provided to by FFW representative. Once the car was delivered to the panel-beater, I called FFW to request car hire and to my surprise I was told car hire was not included in my policies. In my view, this is simply not true and I requested the recording on 8 June 2019. As I write, I still have not received the recording!! It is almost two months and 10 calls about the same thing, and yet I have received no joy from FFW. I called again this morning and still nobody knows when will the recording be made available to me. Nobody knows if it has been dispatched from your offices or not! Can someone or anyone there write to me and advise on the status of my request. Two months of waiting to get the recording is simply unacceptable!!

Secondly, When I picked my car after being advise by the panel-beater that the car is ready for collections, I realised that the following was not done: • Left front and rear door was not fixed • Front left door scratches were not fixed • Tailgate dent was not fixed • Front left window was not replaced as it had scratches from the accident

I must bring to your attention that all the abovementioned dents were mentioned when I claimed. For some strange reason FFW decided not to include these in the jobs card they sent to the panel-beater. Furthermore, you guys failed to communicate to me why these were not included. Consequently, I found out on the day of collection from the panel-beater not you, that these dents were not included. Again, I had to run around and phone countless times to get to the bottom of this. Eventually after many weeks, you agreed to fix them. On the 1st of August 2019, I dropped the car again at the panel-beaters, yesterday I went to pick up my car and to my flippen surprise, the window has not been replaced. Upon further enquiry with the panel-beater and GlassFit, I found out that FFW has declined replacing the window because I allegedly failed to mention this when I claimed. Again this is BS, I did mention all these things when I claimed. Even if your assertion was correct, why did not communicate that to me? Why must I found from third parties when I am the one who is paying the premiums? This is the second time FFW is doing this.

Now I demand an explanation from the managers at FFW. I want answers now pertaining to the issues raised herein. The request for the recording and the issues regarding the claim!!