Bad service from FFW Legal Department

To who this may concern. My name is Nicolette Dirk and I had an accident last year November in Bellville when a car drove into me. I took my car to the accessors in Century City timeously and was told I would be contacted regarding when my car will go to your designated panel beaters. After a two week delay in the return of my car from the panel beaters, which I understand as it was a busy time of the year, I went to fetch my car.

However, regarding my excess money, your legal department has dealt with feedback VERY BADLY indeed. I have had to keep in contact since last year and I understand your policy is to have your consultants CONTACT ME, at least once a month.

I was given the name and nr of the consultant dealing with my case - Selwyn, but I can never reach him on the nr given. Every time I call the legal department, it is as if I am being a nuisance which on its own is terrible service.

To top it all NO progress has been made regarding getting the excess amount from the other insurance company. Is this the way you treat customers who pay our premiums diligently? It's not so much about getting the excess money, but about your consultants are keeping me, the customer, updated on the progress being made regarding this case.

I am extremely disappointed by this experience because prior to this I have been happy with FFW insurance for the many years I have been a client. Can this be looked into urgently please. My policy nr is ********** 30.