Unprofessional and *********** handling of a claim

Another 24 hours has passed and FFW have not contacted me. This after calling them again yesterday at 08:45am. After speaking to Nkululeko Gama and realizing that he was just repeating a script as opposed to listening with the intent of solving the problem (a problem that FFW caused), I asked to speak to his Supervisor. I was informed that Mr Earl (Supervisor) would call me back after his meeting - this must be the worlds longest meeting as 24 hours later and still no one has contacted me. At 10am yesterday I attempted to call the Complaints number on their website, their line is so bad that the person on the other end is not able to hear anything and one is not able to log a complaint. I then turned to Hello Peter hoping that a person who is equipped with dealing with issues would contact me in order to resolve the delays being caused by FFW. It's been 5 working days and still no progress.

I pay a premium for a service, yet for the past week since logging the claim and providing more than the required documentation requested, each day I am having to call to follow up - not once has FFW contacted me with a progress or status update. And even when speaking to someone, they are clearly not equipped to go off script to resolve any issues, especially ones caused by their own *********** staff.

I have just called FFW (again, at 14:29) as no one is bothering to contact me with updates from their side. Another 15mins wasted as the claims processor, Lerato, is not taking my calls and I have been informed that due to logging a complaint on Hello Peter, I have to wait for an update from her manager Marcelino Snow (who also has not contacted me via any medium). Furthermore, the call center supervisor I requested to speak to yesterday, Mr Earl, has still not bothered to call me back and the Supervisor I requested to speak to now, Millicent Ngwenya, only relayed a message via her call center agent and would not speak to me directly.

Each day that passes, due to FFW's delays, is costing me money. Can someone with authority, perhaps the Head of FFW Insurance, Seugnette van Wyngaard contact me with details of when and who in Centurion is going to repair the vehicle, how long it will take (since it's already been 6 working days since the claim was logged and accepted) and when the costs incurred from FFW's delays will be reimbursed to me.

This is completely unacceptable!!!

Even Ntombi, the call center agent, agreed that she wouldn't even pay for a service that has not been rendered - as is the case here!

Day 7 (7 working days - i.e. excluding public holidays and weekends) after the claim submission and acceptance - and still no one from FFW has followed up / contacted me and the damaged vehicle remains unattended to in my garage.

I will be taking this to the Ombudsman in the next 24 hours!

Sadly no service has been provided by FFW despite the monthly deduction from my account for comprehensive cover.

Day 8 (8 working days i.e. excluding public holidays and weekends), however it has been 2 weeks. Still no contact from anyone at FFW. They just don't seem to care about customer service or their customers! The longer this goes on, further additional costs are incurred by me due to THEIR delays.

Day 8 (update): I received my first call from FFW today at 15:26. Lettrisha, thank you for the update and honoring your commitment of requesting your Manager to give me a call before the end of the business day. I then received a call from Earl Zincke at 16:19, unfortunately Mr Earl had only returned to the office today and was not in a meeting as was previously advised on Tuesday this week. Earl, thank you for your call and commitment to resolving the complaint and additional costs incurred to date. I found both Letrrisha and Earl to be most pleasant to talk with, they not only heard what I had to say and empathized, they did not make excuses and they acknowledged FFW's mistakes, but most importantly they both took ownership in resolving the matter end to end. Clearly they understand what it means to provide customer service.