Reasons for cancellation of policy

I want to take the opportunity to compliment Sioban Dooms for the efficient, professional, and friendly service that she provided when I wanted to change my insurance to FFW on 24 February 2023. She was an absolute star!

On 27 February 2023, I received a courtesy call from FFW to welcome me as a new policy holder. I asked the lady if she could please speak Afrikaans, which she said she couldn't. I requested a call-back from a person who can speak Afrikaans. I received a second call during the course of the day, which was a repeat of the first call and I referred to the first call where I asked for a person who can address me in Afrikaans, with the same response. I again asked for a call-back in Afrikaans. I received a third call, which the same request from my side, and the same response from the third lady who phoned me.

I then cancelled my policy on 2 March 2023 when I still have not received any response from FFW and took my business to a previous company where they provided my policy document in Afrikaans and addressed me in Afrikaans whenever I requested it.

I have also still not received confirmation of the cancellation as requested in my email on 2 March 2023.

It is heartbreaking that Sioban Dooms put it so much time and effort to accommodate me, and then FFW lost the business, because, either they have no other staff who are willing to go the extra mile, or they are simply not prepared to do so.

Thank you, Sioban, the 4 stars are for you and I would have given 10 for the excellent service that you personally provided if I could.