First For Women Claim process

I had an accident with my car in June 2020. FFW approved the repairs, they assessed the damages to my vehicle via an App provided to me where I then upload photos. The claim was eventually approved. With the Covid pandemic, finances became tough as I had to help family out and am still helping. So, I emailed the FFW that I will need to cancel my claim because of the funds and also asked that if I get my car eventually fixed, would they reassess to update my profile.

I emailed the 19th October to inform them, they acknowledged the email, but no comeback, emailed again the week thereafter, it was acknowledged, but no comeback. I went on the website and informed them in the enquiry section on my profile page where you see summary of your claims. No response. Another panel beater, Kenny’s Spray-painting and Panel beating, approached me and said he could assist. I informed him that I am not able to pay all at once and he said I could pay him off and so my car went in the 22nd October. I eventually called FFW on the 27th October 2020, spoke to Nolan to inform him that I have requested the claim be cancelled an if they could contact Renew Panel beaters to cancel as well. He then informed me that I can have the claim paid out and have the vehicle repaired. When I heard this, I was excited because I could then pay Kenny and also repair my other dents.

The very next day I get a message from FFW to say an assessor will make contact to reassess the vehicle, I call FFW and requested clarification. The assessor came out the 29th October, I informed him on the phone that the car was at the panel beaters already but he can assess the vehicle there. I informed him that I had emailed FFW on the 19th, the week thereafter and via there website with no response informing them that I need to cancel the claim due to financial constraints. This was explained to him. He went to assess the vehicle, said it is already fully repaired, informed him that the vehicle was there from the 23rd and that I had discussed this with him on the phone. I asked what happens now. He said that in his report he would state there and that he would use the photos I had uploaded.

On Monday I get a call from the Claims Agent Monica Mahlomotje to say the assessor had quoted R16000.00 to repair the car. Nolan informed me that the original quote was R56000.00, and I had seen a quote for R98000.00 on my profile. Monica said that the assessor said the car was almost repaired. I said but I had already informed FFW from the 19th to cancel my claim, she said the assessor will contact me. To date I have not received a call. I now get an email from Monica with forms to have the claim paid out. The amount to be paid out is now R12400.00. I subsequently emailed Monica back to ask what process is if I want to dispute the assessor’s evaluation and also if I could have a copy of the assessors evaluation, the assessment process and also of the original quotes. In fact this is the second lot of emails where i have requested information. I am angry with the process followed, the outcome and the service. Its now the 15th of November. Perhaps i should seek legal advise. To drop from R56000.00 to R16000.00 minus R3600 excess shows me that there is a problem with FFW system.