NO legal assistance

Good Morning, Please see my email sent on March 22, 2016. After my claim has been submitted in September 2015. To date I have not received any response from the persons involved or from your customer service department. Even though I received confirmation of receipt emails from your complaints department/legal representative (Joseph ***ana and Thuleka Maphangwana). I am deeply saddened by the actions of First for Women as I was a proud member and have advocated the insurer. But I have been waiting for feedback on the case since 2015 and to date no one has had the decency to phone me and update me. When I phone Joseph (mentioned in the email below) initially he did not know the facts pertaining my case and said that the last information was updated in 2015 - my call was made March 2016. Good Afternoon, I refer to above mentioned correspondence more specifically my several telephonic inquiries regarding this matter. I am utterly disappointed with the level of service received from First for Women/Telesure Legal Assistance. After my initial contact during September 2015, I was happy with the customer service aspect from all consultants involved when submitting my claim. From my side I felt that I comp**** with all set out regulations to process my claim from the police report to the paying of my excess to the service provider. I have never been late with any payments to First for Women, but for some reason they felt that my excess claim to the person that drove into me is not important enough. I have tried to contact a legal representative that would work directly with me regarding my claims case since October 2015, and had been assured that someone who is already working on my case will respond. I was told that the process could take up to 120 days to be handed over to a legal representative, which I then accepted. Thus I called back in December 2015 to follow up on the matter, once again I was assured that a legal representative will contact me, but to now avail. On 10 March 2016, I once again contacted the call centre to find out the progress of my case. Joseph informed me that the last date, that the third party had been contacted, was in December 2015, meaning that for 3 months nobody has worked on the case if I understand it correctly. Last week during my call to Joseph I asked that the recordings/notes on the case be sent to me so that I can see the progress on the case and that I be cc'ed on the email to the legal representative that was assigned to my case. He cc'ed me into the email as requested. To date nobody has contacted me with either a result or just a progress report or allowed for any other further communication. There is as I assume you are aware of prescription on time limits involved in any civil claim that I might institute against the driver who caused the accident. I as the insured expect that you as my insurer will handle a claim like this on my behalf efficiently. I would like to have your urgent response in this regard so I can be in a position to reconsider my options and mitigate my damages already suffered. I request an urgent response on the case. Regards,