I had a break in at my property on 23 Jan, which I logged with FFW on the same day, I received an sms to say Aleena would be handling my claim. I have spoken to her ONCE, when she told me it takes about a week to process. We are now approaching 2 weeks. I needed to send her info and asked her to send me an email to tell me what I needed to send - she never did. I spoke to Nessa on the 29th and explained that Aleena never sent the email, which Nessa then did. I asked for an update in my email and to date I have had no response. If I call Aleena she is never available, doesnt return messages either. I am a paying client and I need feedback on my claim. The call centre even logged a call today for her to call me by 2pm and still I wait. I actually don't know what to do or who to speak to - if i call the number on the sms i received Aleena is never available and no one else can help me. I am really irritated with this poor lack of service. No communication to your clients is really poor service. Can someone tell me what I should do or who I should speak to. I have now left a message at 2:45pm for her manager, Jason, let see if he calls me back and actually has any answers for me.
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