Experienced and extremely bad Service without follow ups

27th August in the afternoon did some shopping with my kids, went to different malls and when I was done at the last one and ready to go my car could not start. This is a new car that is less than a year old. That I use the start button to start, and not the key. I tried several times, and it just couldn't start. I had no idea what was wrong and what else to do. Then after about an hour, I decided to call my insurance 1st for women. A lady answered the phone, and I explained my situation. While talking she asked for my numbers incase my airtime get finished or the call can get cut off. She asked for my ID number, I gave her so that she can check my details in the system. Then she confirmed and then said she will put me through to the Roadside Assistance Team. In that department a lady by the name of Busi answered the call, and this is where I was getting worried that my airtime will finish any moment from now. As I was explaining my situation to Busi, I thought she will ask for my numbers as well, incase call get cut off. She did not. Ok, I continued talking then she asked for my ID number I gave her. She says to me, I do not have an active policy with 1st for women. I got puzzled a bit, but I went on to explain that I do have. She said she can't see anything in the system and as a result she will not be able to help me. I could not believe it. I tried to calm down, then I went on to explain that I do have Home Content Policy that is very active and a whole lot of extra benefits. This very same week they assisted me with locksmith, and if I did not have an active policy, they would have not assisted me. She just continued saying sorry, I can't help you. I asked her if she can get her colleague maybe and they check together, she said no, if she can’t see it then it means it’s not there. I could feel that I am starting to get livid, but I tried to calm myself. I said to her let me check policy documents in my emails in the phone then I will give her policy number, and I could not check while I was on the call, can I give her my numbers so she can call me back after 2 to 5 minutes. She said okay and she just never called me back. I sat in the car with the kids and when I see 10 minutes passed no call, 20 to 30 minutes past and no call from 1st for women. I sat and kept asking myself that if it was at night, 1st for woman was not going to help me and my life and my kids' life would be in danger while I thought I have an insurance I can depend on in situations like this. The disappointment I felt was just out of this world. I had to make other means to get help and I can never trust 1st for women ever again. On the 31st I got a message to rate the service I got for locksmith, the service 110% good but because of my experience with Busi, I forgot about it and rated the service I got from Busi extremely bad. Then I got a call to discuss that, and the lady explained that no, the service was about locksmith, then I remember and then gave her the ratings for that and then went on to explain my situation with Busi. She was very understanding as I was explaining my complain. Then she asked to keep me on the phone so she can get someone to register my complain. I kept on hold then after few minutes a guy by the name of Thando joined us in the call. She introduced Thando as the Manager for Busi’s department so I can explain my complain to him then she left the call. So, I went on to explain to Thando what happened, and he asked me what do I want to do? I said I am lodging a complain. He kept asking questions as I explain, and I would answer. He then said he can see in the system that I do have an active policy. He asked around what time did I speak to Busi, I checked my call log and gave him the time I called. He said he is going to listen to my conversation with Busi and he will call me back, He confirmed my number, and we ended the call. I was hoping to hear from him but until today he still never called me back. So, I have taken a decision that I will be cancelling my policy with 1st for women. I know I am just a drop in the ocean, It will not even make a difference to 1st for women but that is okay. I need an insurance I know I can fully rely on without any doubts. What I have been through really disappointed me.