Disappointing service

Dear 1st for Women Complaints Team,

I am writing to formally express my dissatisfaction with the service I have received regarding a recent claim query at 1st for women. I have been paying my monthly premiums consistently for over a year. When I contacted your call centre to report a leaking water pipe that needs replacement, I was informed that I would need to pay R1,000 for access, after which assistance would be provided. I was also advised that a consultant from the process team would contact me within 24 hours. Unfortunately, no one contacted me as promised. As a result, I called again today and spoke to a gentleman named Mfundo, who advised that he could not assist me and that I would need to wait for Lebohang, who is apparently the consultant handling my claim. No alternative support or solution was offered. I must state that I am extremely disappointed with the level of service I have received. This is a very small and straightforward claim, yet I have been left without assistance, communication, or accountability. This raises serious concerns for me regarding how larger, more critical claims—such as a vehicle accident—would be handled in the future. I have never experienced such poor service, especially from an insurer where one expects efficiency, reliability, and support when it matters most.