Extremely Disappointed with 1st for Women’s Claims Service and Lack of Communication

I am extremely unhappy and frustrated with the service I have received from 1st for Women following an accident I was involved in approximately a month ago, in which my vehicle was T-boned by a taxi driver. The impact caused my vehicle to ricochet and subsequently collide with another vehicle. After experiencing significant difficulty obtaining information from the taxi driver and the taxi association, my vehicle was collected by 1st for Women on a flatbed while I was at the police station opening my case. For the following two weeks, I received no communication from 1st for Women regarding the whereabouts or status of my vehicle, and I had to contact the company myself to obtain an update. I was initially informed that my vehicle was being sent to Edenvale for repairs, despite the fact that I live on the West Rand, and I therefore requested that it be sent to a panel beater closer to where I live. As I had received very little information about the repairs, I specifically wanted reassurance that all the damage to my vehicle, both front and rear, would be assessed and repaired. Portia advised me that she would clarify this with the assessors. On 12 August 2026, I sent Portia an email requesting confirmation that both the front and rear damage to my vehicle would be repaired, but I have received no response from her to date. Approximately a week later, I contacted 1st for Women again and was informed that my vehicle had been relocated to another panel beater closer to where I live. Once again, I asked for clarification that all the damage, including the front and rear, was being attended to, and once again I was told that the matter would be escalated to the assessors. A few days later, I received a call from the panel beater asking me to bring my vehicle in for repairs. I was completely confused, as I had not had possession of my vehicle for several weeks. I explained this to them, and they indicated that they would contact 1st for Women. This situation caused me further unnecessary anxiety and frustration. I have now been contacted by the panel beater and informed that my vehicle is ready for collection. Before collecting it, I asked them to confirm whether both the front and rear damage had been repaired, only to be informed that the claim submitted to them covered the rear damage only. I subsequently contacted 1st for Women again and was told that, according to my “initial claim”, I had not indicated that there was damage to the front of my vehicle. This is extremely concerning, as I did not submit a claim myself. My vehicle was collected by 1st for Women, and I received no communication or documentation asking me to provide or confirm details of the damage. The only information I personally submitted was the email I sent to Portia on 12 August 2026 specifically requesting clarification regarding the front and rear damage, to which I have still received no response. I have therefore been without my vehicle for over a month, with very little communication or assistance from 1st for Women, and I am now being told that an alleged omission in my “initial claim” is the reason the front damage was not included. I would like to know who submitted or captured this so-called “initial claim” on my behalf, what information was provided, who authorised the repairs, and why I was never given the opportunity to confirm that all the damage to my vehicle had been accurately recorded. The entire process has caused me significant stress, frustration and anxiety, particularly given the lack of communication and the fact that I have repeatedly had to contact 1st for Women myself to obtain basic information about my vehicle and its repairs.