Very disappointing service and customer care from First For Women.

Firstly, I am so disappointed by the quality of service offered by First for Women. I made a phone call on 14/06/2024 enquiring regarding my motor warranty policy and enquiring if I would be able to claim. The consultant on the line mentioned that they had received three consecutive payments and therefore I am eligible to claim, should the need arise. I had a drivetrain signal on my car and took my car in to the workshop. A claim was made on 26/06/24 and was rejected on 28/06/24 as they said it was still in the 3 month waiver period. I called asking for the phone record for 14/06/24 to be retrieved and the consultant mentioned that the manager would get back to me on that day 28/06/2024 of which the manager never did and no follow up was made on 28/06/24 by the manager. On Monday 01/07/24 I received an email from First For Women requesting documents regarding the claim as well as a report detailing there failures. On 05/06/24 all the documents were emailed through. The VAP department emailed regarding the above mentioned documents again, which were sent through again. This pattern continued until 18/07/24 where they eventually confirmed that they had received the required documents after I had called to follow up with them. On 24/07/24 VAP sent an email to the workshop requesting a report on the timing chain of which I rep**** to the email on 31/07/24 stating that I will cover the cost of the timing chain and that they can proceed to “verify” the rest of the claim. NB to note that for two weeks every time a follow up call was made by me, the consultants mentioned that that claim was in the verification stage. Today 05/08/24 I received an email saying that I requested for the entire claim to be withdrawn although it was highlighted that I would cover the cost of the timing chain repair in the email and stated that they should let me know when they plan on completing the other required work so I can arrange with my own private mechanic to repair the timing chain. The consultant today reports that the reason for the claim being rejected (although the email I received states that “I requested for the claim to be withdrawn”) and because I had claimed in under 3 months (of which I had requested for the phone call to be retrieved and was not). I requested to speak to the claims assessor who again was said to be “busy and will contact me later today”, the last time the excuse was that “he is on lunch” of which that has not been done. This process has been annoying to say the least. Absolutely disappointed with FFW. The communication is very very poor. As the customer, I had to continuously initiate contact and communication in order to find out how far along the claim was. The claims assessor would take +- 5 business days to re-request the same documents he required and had received.