The true test of a business's customer service fitness is not when things are going right – but rather what is done when things go wrong!

It's disheartening that this seems to be the only way to get FFW's attention, as evidenced by how quickly they turn communication around from other users on this site, in comparison to their shocking silence in responding to emails!

I submitted my claim with FFW on 22 February. On 23 March, I called FFW to follow-up on the repairs, when I found out that my repairs had not even begun! I was told that Renew-It Rivonia had received authorisation for repairs well over 3 weeks ago, but I guess they missed it and hence the repairs didn't commence until I followed up on progress. Now, I'm a reasonable woman...I understand that things are missed here & there; but can someone explain to me how an entire organisation "missed" an entire car for a whole month? Did they think that the vehicle sitting on their floor was decoration? *ponders*

I digress! My current issue with FFW is this...I took out car hire option so I would never find myself in a situation where I was stranded without a car...in Joburg nogal! So, when I am left with no choice but to return the rental vehicle, rendering me immobile during rainy season and 8pm work nights, and FFW tells me that they cannot do anything about it until Renew-It signs an acknowledgement of loss agreement, I am at an absolute loss as to how this is MY problem! I am not Renew-It's client; I am FFW's. If there are any issues with THEIR service providers, shouldn't it be THEIR problem and not mine? Maybe I'm delusional here; maybe this blame shifting plague has finally infiltrated us beyond redemption! *sigh*

To add salt to an already gaping wound, it is 1pm now; and how many calls have I received from FFW about progress on this supposed acknowledgement of loss agreement and arrangement for a rental car? Yup! You guessed it...as many as the goals scored by Pirates when it played Sundowns on February 11 last year!

I was deluded into thinking that the needs and fears of women would be understood by an organisation whose differentiation factor is that they offer "products tailored to meet insurance needs of South African women." How so when I am now forced to walk around Joburg in the middle of the night laden with a laptop and my employer's technical equipment because my insurer doesn't have the decency to keep their end of our agreement?

I would like a rental vehicle FFW. Today. I'm asking nicely.