Urgent Formal Dispute: Vehicle Returned Unroadworthy & Courtesy Car Refused

Denial of Policy Benefits and Vehicle Damaged

Dear Ombudsman, I am lodging a formal dispute against First for Women regarding a claim for lost keys initiated on 13 November 2025. My vehicle was returned to me on 17 January 2026 in a severely damaged and unroadworthy state after I collected the car with new keys. I am seeking your urgent intervention on the following grounds: Denial of Contractual Benefits: I have been a loyal policyholder for over 15 years and pay a monthly premium for a Courtesy Car/Car Hire benefit. The insurer is currently refusing to provide me with a vehicle despite my car being unroadworthy (the reverse gear failed while keys were cut). I am currently stranded, and my finances are exhausted due to Uber costs. Property Damage and Negligence: The vehicle was towed in perfect mechanical and cosmetic condition. It has been returned with a non-functional reverse gear, electronic system failures, significant interior damage (hygiene and wear), and exterior bodywork damage (scratches and bumper damages). Bad Faith Conduct: The insurer forced me to collect the damaged vehicle to avoid storage costs, knowing the bad condition the car was in. They have requested a 15-day investigation period but refuse to keep me mobile during this time, effectively penalizing me for damage caused by their own agents. Desired Outcome: Immediate Provision of a Courtesy Car: To be provided at the insurer's cost until my vehicle is fully repaired. Repairs at No Cost: The insurer must take full responsibility for restoring the vehicle to its pre-claim condition. Refund of Expenses: Reimbur*****t for all transportation costs (Uber receipts) incurred since the vehicle was returned to me in a broken state on 17 January 2026.