Disappointed client

On the 16th Sept 2021 the unthinkable happened. Someone appears to have reversed into my car and drove off. I say this because Durban was overcome with heavy rain. I was not in the vehicle when this happened. When I came to see what had happened, I followed the standard protocol. I went to the police station, opened a case and I called my insurance 1st for Women Insurance they directed me what to do, I followed instructions, went on the app- then I waited. The Monday I had to call as they had not gotten back to me, I asked when my car was getting towed, when I'd be getting a courtesy vehicle. I had to call 1st for Women Insurance every single time. I have been insured with this company since 2018, paying R1900 every month for 4 years and I have never claimed before. I have a Kia Picanto 2017 Model just to help you guys understand. My car only got towed 7 days later (I was calling the insurance everyday by the way). The lady who was helping me at first wasn't particularly nice, which is weird because 1st for Women Insurance ? I thought, just be patient. The following week I had to incessantly call them everyday, wondering when I would get updates. I was there to answer many of their questions, even though at this point there were questions of mine they were already not answering. In the 3rd week my case got moved to a "senior assessor" -Francine- at which point the accusations and appalling treatment really accelerated. She started cross examining me like I committed some fowl crime, when this happened to me. I am the victim here yet she was clearly not trying to help me. I wasn't even in the car when this incident happened. She straight up told me my story doesn't make sense, to which I said, kindly send me the proof that your evidence contradicts my story. I have several emails asking this question and she flat out ignored it. Even the tracker proved that my car was stationary at the time- to which this senior lady appointed to my case said that my tracker is "basic". Maybe 1st for Women Insurance need to call Matrix Vehicle Tracking Newcastle and ask just how "basic" their MX2 tracker is, that tracker literally recorded every single movement I made, even I was shocked to see just how detailed their tracker records were. The following week(4th week) they denied my claim. This lady claims that there was no truth to my story. Thats the only document she sent. How?? You cannot deny my claim and not back it up with several documents as to why you are declining to pay out my claim. I'm depressed, my mental health is severely affected, not from what happened to my car, but from 1st for Women Insurance treatment of me -their customer that they in many words vowed to help out in times of distress and crisis. What's the point of paying insurance if they can just decide without substantiated, valid proof, to flat out deny your claim? Then I might as well have just gone to any other insurance because you would think that a Woman going 1st for Women Insurance would get catered to and helped, as some women are clueless(especially myself) about how these things work. The notion that I believed from their promise Is "just pay, and we'll take care of the rest". As soon as they deny the claim, this lady( after a month of Me calling them) actually calls, sounding ever so pleased with herself to say that I have to return the courtesy car by 5pm(guys she called me at 16h52) or the following day. Not concerned that I work on weekends, or that I am even driving as she's telling me to return this courtesy car. The Monday, they return my car to me looking like it got hit by a dust storm, not assembled and in worse condition than when it left. I have detailed pictures of when my car went into 1st for Women Insurance care, and its came back in worse off condition. I couldn't accept a car that is returned to me in worse off condition than when it left my care. I had to Ask them to take it back and assemble it- when it came back its still a lot more damaged than how I gave it to them. At least this step could have been taken care of but I've had to query and bring to their attention the extent of their appalling service. >See below for before and after pictures< I called their disputes department (15 Oct '21) disputing this denied claim and they said they would get back to me within 7 working business days and she stated the latest date of 25th October 2021. It is the 3rd November 2021. I have emailed the week prior, several emails to which I received no response. I called the 2nd November 2021, they said they would get back to me end of day. Today the 3rd November 2021 I called again, sweaty from having walked from Gateway to my students homes in an attempt to save costs. I have walked countless kilometres and my uber bill is someones bonus salary by now. Thats how much traveling I have to do for work and for my dedicated violin students. I kindly ask that whoever reads this, please share as many times as you can, as my emails and calls seem to not matter to 1st for Women Insurance Paying customer. I have paid premiums for October and November 2021 1st for Women Insurance yet I have had no car in those months and they've shown that they are not holding to their part of the agreement.

I need my car fixed by Monday 8th November 2021. If I have not heard from 1st for Women Insurance end of day 4th November 2021, I have no choice but to take this matter further to parties who's calls and emails they cannot ignore, as I have followed the correct protocols, even practiced patience at my own expense. No *paying customer* should ever succumb to treatment that forces you to resort to social media as a plea for help.