Frustrated Parent

Good day,

I am hoping that someone can please assist, this is an unnecessary frustration that is caused by lack of communication coming from First for Women.

My daughter was unfortunately involved in an accident, 24 November and followed all necessary protocols to log the claim etc. After logging the claim she was advised she will then be advised on the next steps.

The entire week went by 24th November to 28 November 2025 without hearing anything further since the claim was logged. She called in daily to enquire on the next steps. Every call made she was transferred from pillar to post with nobody actually advising what to do next. Some of the calls she held on for 10 to 15minutes before the call ultimately dropped thus meaning again no feedback or direction on next steps in the process.

She attempted to make contact again at the beginning of this week and yet again she was met with the same level of service as last week, transferred between departments, hanging on for dear life and then the call cuts, keeping in mind every single call was not followed up on your end I tried finding out and assisting from yesterday and we managed to get a little traction which we were hoped was eventually on the right track. I spoke too soon in that regard. My daughter spoke to a gentlemen named Mohamed who came across as helpful and confirmed that an email was sent to her on the 1st, looking at the email address that it was sent to, this was the incorrect email that is linked to her policy. (I do recall when she set the policy up everything is done remotely so how an incorrect email was used I do not know) Mohamed then sent her a quote for damages to her vehicle. How is this possible as the vehicle has not even been assessed yet. Despite this, the quote that he had sent her actually belong to a different customer. Surely this was a breach in customer data. I the obtained an email address for someone who is head of brand, I emailed this person and eventually a lady named Nomsa emailed the correct quote to my daughter with her car details (again a quote without the vehicle being assessed) Nomsa listed a repairer based quite far from my daughter. Within half hour I emailed Nomsa requesting a repairer closer to where by daughter works that is approved and accredited by 1st For Women solely out of convenience. No reply as expected based on previous no communication, I sent a follow up email to Nomsa this morning 05 December 2025 and again a full business day has past with no communication. I have even resorted to messages on Facebook Messenger and I keep getting told my daughters claim will be dealt with diligently, how can I have faith that it is being addressed diligently when we cannot even get basic form of communication out of the claims consultant?

My daughter works and is currently in the middle of university exams hence the reason she has asked me to intervene. As instructed on all the messages sent by myself I have advised my daughter will be happy to pass all the necessary security questions just to ensure that he claim makes traction and it gets into the right peoples hands and gets resolved. This has however not been the case, given that my daughter only turns 25 next year she is also slapped with an additional R2500 excess.

Given the poor handling of this claim and my daughter being claim free since inception +/- 3 years I feel it only right that excess is waived or minimum half of it being waived. With companies closing down over December in South Africa who know how long my daughter will now be left without her vehicle being repairer timeously. Please can someone to take ownership of this claim, run with it and see to it that the wrongs from day 1 can be corrected.