First for women, last for service

Do your blood pressure and stress levels a favour and stay away. I had a car accident more than 2 months ago and the whole insurance process has been terrible from the first moment. Firstly, I had to redo the claim with 3 different consultants because halfway through, the call would drop and no one phones back- leaving you to phone the call centre again and start over. Consultants can’t answer basic questions like whether towing services to the panel beater would be covered or not. Their turn around time for dealing with complaints or queries is 24-48hrs and you are lucky if you get a call 5 days later. They only stated picking up their act when I gave them a bad rating via email. 2 weeks after the accident my car was eventually towed to the panel beater. But it didn’t stop there. The panel beater I was sent to by them (Auto Magic Bellville) gave even worse service- but they will soon get their own review. In short they extended my car's expected completion date 5 times and have zero communication skills. Eventually after more than a month of getting nowhere I couldn’t take it anymore and tried complaining about the situation to the manager at the branch and he also made false promises, I phoned FFW. Told my whole story with dates, times, names for probably 15 minutes and at the end got asked “okay so am I right in saying you are unhappy about the service you received?” and "this is related to a car accident claim right?". 5 days later a woman phoned me back. By then I had already spoken to the Auto magic customer services and the regional manager. Eventually got my car back a few days later. I was initially happy with how the car looked overall since i expected much worse. Made the mistake of immediately paying my R4950 excess. After driving the car I started noticing a t******* sound and it felt like something was hitting against the floor of the car when driving more than 90km/hr on the freeway. The car also has less grip on the road. Turns out they didn't put the engine cover underneath the engine causing the wind to go into the body of the car. So now I have a car with 2 missing parts, a broken grill (taken from my old bumber), a loose second hand bumper with broken clips and scratches at the bottom. When complaining to the panelbeater and taking the car there there we didn't hear back for a week. Phoned FFW, got a call back 4 days later to confirm exactly what the problem was, phoned call centre again the next day and was told to wait 48hrs. Eventually the PB regional manager and the FFW accesor came to look at the car 3 days ago and I haven't heard anything since. The worst part is I am still being charged R570 insurance for the last 2 months on a car that is in my garage and that I can't drive. So here we are more than 10 weeks after the accident and my car is unsafe to drive so I'm still having to borrow a car just to get to work. Wish I could tell the whole story but then we would be here till next week. At this stage I'm fedup and considering legal action and going to an ombudsman. If you are insured with FFW and get into an accident.. good luck.