POOR SERVICE CONTINUES

POOR SERVICE CONTINUES!

Further to my complaint dated 07 October 2021, there is a continued denial by my insurance company, First For Women (FFW), to accept any blame for the delay in the repairs to my vehicle. I have in the meantime finally collected my vehicle on the 13 October 2021 from the panel beaters, Bens Spray Painters and panel beaters t/a Paint A Car in Richard's bay. The repairs to my vehicle however still remain incomplete. I have been requested to return the vehicle to the panel beating shop in 2 weeks’ time in order for them to complete the repair. The delay according to the panel beaters was caused by the refusal of the FFW insurance to authorize additional parts that were requested. According to the panel beaters the request has finally been authorized and the parts are now on order. Fortunately these items are not crucial to the safe operation of the vehicle.

Complaint My complaint remains the same which is the unnecessary delay in completing the repairs to my vehicle causing me to have to incur the cost of a hired vehicle. After my initial complaint on the 07 October 2021, I received a call from a gentleman who informed me that he was from the complaint’s department of FFW insurance. During our brief conversation he insisted that the delay in completing the repairs to my vehicle timeously was justified as parts were not easily available. He also promised to call me once he had investigated the matter as I requested that they carry the cost for the additional car hire. To no surprise he has never called. What poor service!! Not so, according to my limited knowledge and according to my panel beaters whose original reason for not starting with the repairs at the required time “is now confirmed”. They have stood by their reason and that is, they could not start with the repairs until they received authorization for the additional work as they said they had requested.

I can only assume that the communication between the panel beaters and FFW insurance was extremely poor, to say the least, as their reasons or excuses did not correlate. This in my opinion was part of the cause in the delay to my vehicle repair. This complaint would not have been necessary if only they had taken responsibility for the delay and funded the additional cost of my hired vehicle. Poor service coupled with a lack of responsibility. Shame on you FFW insurance! It is not surprising that I have not even received a call from FFW insurance enquiring as to whether I am satisfied with the quality of work to my car.

What I hope to achieve from this complaint I hope to convince the FFW insurance that they should have taken responsibility for their shortcomings. I hope to change their mindset into realizing that their clients are their most valuable asset and they need to be treated as if they were.