Claim Still Not Processed After Two Months

Dear First for Women Claims Department,

I am writing to express my extreme frustration and disappointment with how my vehicle insurance claim, submitted on 8 April 2025, has been handled—or more accurately, neglected.

It is now almost two months since I submitted the claim, and not only is it still not processed, but the communication from your side has been sporadic at best and completely unacceptable. I have made multiple phone calls and sent numerous emails, including to your complaints department, without receiving any meaningful feedback or response.

The communication I’ve received recently was an SMS on Monday, 18 May, stating that my claim would be finalised by Tuesday, 19 May. That date came and went—once again, no action was taken, and I received no update, no apology, and no explanation.

This level of service is not only ***********, it is downright disrespectful to your clients. I have now been without my vehicle for two months, and it is causing serious disruptions to my life. I have children who need to be transported to school, and for two months, I have been relying on the goodwill of friends to borrow cars. This is not sustainable, nor should it ever be expected of a client who pays for insurance with the belief that support will be provided when it’s truly needed.

Furthermore, the repair shop where my car is being held has also been inquiring about the status of the claim, as they have received no instruction or feedback from your side. The continued delay is now affecting not only me but also your external service providers.

This is a formal complaint and I expect the following:

A detailed explanation of why there has been such a severe delay;

Why I have had to chase after feedback every few weeks without proactive updates;

Why no one from your complaints department has responded to any of my emails;

And most importantly, a clear and final timeline on when my claim will be completed.

Your handling of this matter so far has been utterly unacceptable, and I demand an immediate resolution. If I do not receive a response within 48 hours, I will be forced to escalate this to the Ombudsman for Short-Term Insurance.