No state of agency

On 21 December 2025, I was involved in a motor vehicle accident and submitted an insurance claim using the First for Women mobile app, as advised by your agents.

On the same day, all required steps were completed: • The claim was submitted via the app • The police report was uploaded • I received an in-app notification confirming submission • I also received an email from First for Women confirming that the claim had been submitted

I continued monitoring the claim status on the app, which later changed to “In Review”, indicating that the claim was being processed.

However, when I contacted First for Women on 5 January 2026 to follow up, I was informed that no claim exists on your system. I was then told that this could have been caused by a network issue on your side.

This response is unacceptable and deeply concerning. If a claim can be fully submitted, acknowledged by email, and reflected as “In Review” on the app, yet not exist on your system: • What contingency or backup measures are in place to retrieve customer information? • Why are customers not notified when the app is malfunctioning, in the same way notifications are sent during storms or service disruptions? • Why are clients still encouraged to rely on the app if submitted claims may not be recorded?

I was specifically advised by one of your agents that there was no need to phone, as the app was designed to assist customers and could even be used to submit claims. I re**** on this advice in good faith.

This is not a government institution — I pay for insurance and expect a reliable and accountable service. To date, I am still waiting for: • Confirmation that my claim has now been logged • Proof or a reference number for the claim • A call back from a manager

The lack of communication and accountability is unacceptable, and this experience has caused unnecessary stress during an already difficult situation.

I expect this matter to be urgently escalated and resolved