Short Term Insurance

I am extremely unhappy and disappointed with my car insurer FIRST FOR WOMEN. Policy number: ***

My daughter was involved in an accident driving my car on 09/ 05/2019.The car is written of. I was promised a response by 21/05/2019 which did not happen.

A senior consultant/ Investigator, Mr Jethro Paul was assigned to do the investigation. There was a lot of inconsistency, incoordination, poor communication and untruths during and after the investigation.

Mr Jethro Paul wanted to go to the accident scene with my daughter. He said it was crucial for him to go with my daughter to the accident scene to help him finalize the report.

I consulted my lawyer because it sounded weird and I was given a greenlight to agree because it was obvious that he was now looking for a loophole. I agreed to 04/06/2019. My daughter was available that afternoon. He promised to confirm the appointment on 03/06/2019 which he never did as usual.

I called complaints department on 04/06/2019 in the afternoon complaining about the delay in finalizing the claim. I was told an email about the outcome of my claim was sent to the consultant to discuss with me. I was promised that he was going to call me before close of business on 04/06/2019, which he didn't do.

I called my insurer again on 04/06/2019 and requested to speak to Jade Meyer who was aslo my consultant. (Jethro Paul was the senior consultant). I was told that she was busy on another line. I requested the consultant I was speaking to, to give me the outcome. He said the claim was rejected and he subsequently sent me an email on 04/06/2019,I quote, ""As discussed with you, an evaluation has been done on your claim under policy *** for the incident on 09 May 2019 and we confirm with this letter that payment will not be made. The decision had to be made because of the following: . The necessary care and precautions were not taken to prevent loss and minimize damage." Unquote

I followed steps to dispute the decision. Step 1, I called the senior manager Marcellinos on the number provided ***) on 04/06/2019 and again on 05/06/2019 and he didn't answer my calls. I went to the physical address provided on 05/06/2019 and he avoided to come and address me at reception. His office requested my policy number was from reception. I tried again to call him while at reception. I waited for him for +/_ fourtyfive minutes then proceeded to Step 2, I asked reception to call complaints department. Claressa Borman came to address my complaint at reception She sent me acknowledgement of receipt of my complaint on 06/06/2019. She promised a full written response within seven working days which ended on 14/06/2019, and there was no response. She called me on18/06/2019 and promised feedback by end of the week. To date I have not received any communication.

Mr Jethro Paul tried to communicate with me on 06/06/2019 after I escalated the matter to two levels above him, complaints office. I ignored his call. He tried again on 07/06/2019.and I answered. I again observed poor communication, incoordination, inconsistency and untruths.

I reported this to the complaints department. I sent screenshots of his calls to Clarissa Borman.

When I took the insurance with First For Women in December 2016, it was the only insurer that allowed drivers under twenty five years and also drivers with a driver's license less than five years to drive a high performance car. But they made clear that if such a driver is in an accident, excess will be very high. I have the contracts.

Please help. I can't handle the delay anymore. The communication between me and the insurer is just too much to handle now. Too many phone calls, emails and whatsup messages, especially between Mr Jethro Paul and myself. I am a medical doctor and I have to take care of patients everyday . I am extremely inconvenienced.

Regards Dr A Malebo Matlebyane