Stalling on a simple claim & zero communication on progress

Good Day,

I hope this email finds you well.

I am here by would like to complain about the service I am receiving from 1st for woman.

On 16 Feb 2025, I accidently broke my TV with a broom due to our dog running in the house. I logged my claim on the app (DE***) on 18 February 2025.

My claim was acknowledged by Miss Hajra Ismail on the same day 18 February 2025.

On 19 February 2025, Hajra Ismail requested the Letter of permission and an invoice of the TV to show it belongs to me. Both documents were sent on 19 February 2025.

On 21 February 2025, I received a call from a cell phone from gentlemen advising that he is sent from FFW to check and assess my TV. I told him I will be available the Saturday (22 February 2025). My issue here is FFW gave me no communication as to next steps, how sure was I that the guys were sent by FFW ? I had to open my home for the gentlemen to come into my house with no communication from FFW. The gentlemen came on the 22 February 2022, assessed the TV and left the TV as they could not take it with their bakkie.

Again, on 21 February 2025 I received an email from Pearl Leonard who requested the same information that Hajra Ismail requested 2 days before, including a breakdown of my household contents with amounts, TV pictures and number at the back .I am also worried about this as upon take up of this cover there was no request of inventory of the things I have however I was asked to “guess “ how much my replacement value would be. I sent the documents again to Pearl Leaonard.

On Monday 24 February 2025, the gentlemen called to inform me that salvage will come and collect the TV. Today, 03 March 2025 – no salvage has collected the TV

On 25 February 2025, Pearl Leonard called me to interview me on the incident. I have no issues being interviewed as I am in the Forensic environment myself. However, I have an issue with the line of questioning. Pearl asked me whose TV licence I used to buy the TV ? not sure how the TV license is related to the TV belonging to me ?! and I responded that it was my then husband however now ex husband and she wanted to call him to confirm the incident. I had to dig for the Makro invoice to prove the TV belongs to me.

Pearl also wanted to find out if someone can attest to my incident testimony and when I said no, you could hear she had a problem with that.

I would like to take this issue to Ombuds because this is not according to TCF outcomes, I have also gone through the Policy schedule, and I did not see clauses that that mention that if its accidental damage than there needs to be other people to ensure that it is in fact an accident. I also could not see how long your claim process takes for simple claims as I believe my claim is simple. The time it’s taking for this claim to be concluded informs me that FFW is diligently working to ensure I don’t get my claim paid. I worked for Hollard for 7 years.

On 27 February 2025, I sent Pearl Leaonard an email requesting feedback and progress on this claim. Today is the 03 March 2025, and there has been no response to my email nor feedback from FFW.