First For Women, Last For Service

Good day,

I have just come off the phone with First for Women on my wife's behalf after following up with a repair for her vehicle which has to-date been an issue which should have been sorted out since 22 January 2019.

Summary of situation:

1. Vehicle went in for repair from (minor) accident damage on 22 January 2019 2. Wife collected vehicle on 20 March (almost 2 months after it went in for repair) - Repair was done, job looked good - Aircon gas was not re-filled as promised, and after waiting for 30 minutes we were sent on our way without the aircon gas being refilled - Brooklyn Motor Lab (repairers) asked us to bring the vehicle in the following day to have it re-gased (unacceptable service, they should have either had a mobile team come and regas it for us or fetched the vehicle - Vehicle was eventually collected a day or two after this, but returned once again with no regas of the aircon - Post repair the vehicle is showing warning lights for the brakes which was not a problem prior to the repair - There is a "large" rattle of the engine upon starting the vehicle which was not an issue prior to the repair 3. After 1 month, as per my wife's insurance cover, the rental vehicle supp**** was taken back, even although First for Women's contracted repair centre had not completed the repair of the vehicle 4. To-date there has been minimal communication since paying the excess, including no assistance with an additional rental vehicle by First for Women 5. I have just called First for Women (14h00 03 April 2019) for assistance and have been "directed" back to the beginning of the process by having to wait (yes, wait) for the assessor to contact me and discuss the situation, which was being discussed telephonically at my (the customer's) expense 6. My wife has had to send the vehicle back and forth to the repairers at her own petrol expense for them to finish touch ups on the vehicle 7. The communication promised in terms of updates by the repairer have been lacking considerably, withmy wife having to continuously call in and get updates, to which she's either promised she'll be called back (which isn't the case most of the time) 8. It's been 2.5 months now that we have been waiting for a functioning vehicle after using First for Women to repair the vehicle as per their "promise" as an insurance company to repair the vehicle, however we are still sitting with problems. 9. When querying with First for Women why they cannot assist with a rental vehicle I'm told that it's not their problem that the repairer is taking longer than expected, with no form of assistance to my communicated issue of being a paying customer yet not receiving the adequate service (i.e. a repaired vehicle and a rental vehicle to cover the lack of transport paid for during the repair).

The process with First for Women began well, but as far as I am concerned as a paying customer, their service is highly lacking in terms of how they are treating us as customers.

If you are thinking of using First for Women, be aware of the following:

1. They'll be quick to assist in the beginning 2. You'll receive sms's and emails notifying you of their assistance and support 3. They'll ask you to send photos of the damage and "assist" you via whatsapp 4. Your vehicle will go in to be repaired by a "seemingly cheap repair service agent" 5. If your car is older than 3 years they will repair it with generic (cheaper) parts, without notifying you as the customer 6. Once your vehicle goes in for repair the updates will no longer take place 7. You'll have to call the repair centre continuously for updates 8. Your rental vehicle, paid for as per your premium, will be taken away from you even although the vehicle will have not been repaired 9. If you call the call centre they will palm you off to an assessor where you need to go through the entire process again, with no consideration for you as a paying customer 10. You'll be liable for additional expenses over and above paying the excess on your vehicle, for which First for Women will not actually contribute or offer to assist with

Thank you. Written on behalf of my wife for whom the assistance was required.