First for Women – Delayed Payment, Wrong Towing, Poor Communication & Mishandling of Claim

I am extremely disappointed and concerned about the way First for Women has handled my motor vehicle claim. My claim was initially rejected without proper grounds. After I escalated the matter to the Internal Dispute Resolution Department, the rejection was overturned on 17 November 2025.

I was informed in writing that the settlement payment would be processed within 3 working days. Today is 25 November 2025, and I have still not received the payment or any update. No one has explained the delay or given a clear timeline, despite multiple follow-ups.

In addition, I provided an address twice for the vehicle to be delivered to me. Instead, my car was incorrectly towed to a panel beater (Akasia Autohouse) without my consent, exposing me to potential storage fees and the risk of unauthorised repairs. I did not authorise the towing or the repair placement, and no explanation has been given.

To make matters worse, a man who claimed to be calling from the storage yard contacted me days before the disputes department formally communicated their decision. He told me the outcome of my dispute before the insurer did, and he somehow had access to my claim details, including my excess amount and the payout figure. He then continued to call and text me repeatedly, offering to “help me find a cheaper panel beater,” to the point where I had to block him. This is a serious breach of privacy and raises major concerns about how my personal and claim information is being handled.