They don't care

I was in an accident on the 27th September 2023. FFW allocated an assessor who only requested photos via Whatsapp. This was the first red flag. My repair was then allocated to a panel beater 30km from my home, despite there being branches of the same panel beater within 5km. The claim went through the entire process to finalization with no updates from FFW. Second red flag. I called FFW to have the repair reallocated to a closer branch, but FFW advised I had to arrange this with the panel beater directly. When I went back to the panel beater they advised that it is in fact FFW who can cancel and reallocate the repair to another panel beater, but FFW kept making this very difficult to action. Third red flag. I gave up after all this back and forth and went with the original panel beater. I was then informed the timeframes for repair which were much longer than anticipated so I enquired with FFW about enabling the vehicle hire option on my comprehensive policy (which I have paid diligently for over 3 years with no claims). FFW are more than happy to take my money and activate this benefit, it just won't apply to my current repair period which is convenient for them but leaves me stranded and having to spend extra on alternative transport.

Don't believe any of the marketing or their so-called tailored services for women. It is impossible to get them to engage with you meaningfully - The chat function in their app was left un monitored and when calling their phone lines you're just directed back to the app, probably so that they can ignore you.

I am grateful that my incident is just an inconvenience and only a minor financial setback. I can't imagine what it must be like to require real support from FFW in an incident involving injury and serious damage, let alone if you are a single mother and have a family that relies on your car as well. I am definitely on the lookout for a new insurer!