TERRIBLE COMMUNICATION... EXTREMELY UNHAPPY and DISAPPOINTED AT THE SERVICE, *** // Motor Vehicle - CLAIMS COMMITTEE ON LEAVE IN DECEMBER ONLY BACK IN MID JANUARY, NO FEEDBACK UNTIL THEY ARE BACK

On the 3rd of December 2022, I got involved in an incident coming back from an outing with 2 of my friends, got spikes on the road tried to swive through them but couldn’t, my right wheel got damaged and didn’t stop at any of the nearest garages as the car was still moving, was not feeling safe and still in shock, this was the morning of the 3rd December around 00:10, managed to drive +15KM’s before I could change my wheel, managed to change my wheel and get home safe.

The following morning, I checked the car and realised that there was an oil leak and called the emergency contact center on ********** can't remember who I spoke too, Then the call went on for over 8 minutes for the team to give advice on the way forward. My next call was to the broker for further advice and to ask for a courtesy car, which was sorted in time.

I then called the dealership to drop off the car, of which I was requested to pay the diagnostics fee, that I was promised it will be reimbursed after the claim.

14 December 2022, they had appointed an assessor from Dynamic Diverse Solutions to investigate the case, I allowed him to go through all the processes and questioning, but he kept on insinuating that my claim will be rejected by the insurance based on the following pointers:

- We had drinks with my friends that night (Ofcos I didn’t lie), and I emphasis to him that I have a lot to lose as a Professional Accountant if I was to be caught drinking and driving and I had 2 drinks and water and my friends wouldn’t even let me drive if I was drunk. - The fact that I didn’t google the nearest police station (Of which I past 2 on my way home) and I didn’t stop at any of garages (Of which I had past 5 on the way) as if the Police Stations and garages are a place of safety when being attacked and in a life threating situation in the early hours of the morning.

I raised my concern with the brokers about the assessor and how his handling the case, they pushed the situation aside and said we should wait for the final verdict from the Insurer.

20 December 2022, I’m following up on my claim because now the dealership is not happy with me keeping my car there longer and wants me to move the car and pay the storage fee of about R10k, I then called my broker , to my shock, my broker left during an ongoing case without even letting me know, now I have to do her job !! and communicate with the rest of the Team , Fine MY CASE WAS NOT IMPORTANT but my broker fee.

Then to my shock the assisting broker tells me, bear in mind this is 17 days later, after all the assessors, inspectors and quotations etc, I'm being told that the dealership is my choice of a dealership not the "Preferred Dealership", no storage fees, diagnostics will be paid, I will have to pay these fees.

During this call I’m also told that, the claim will only be reviewed in the first week of January since all the claims committee members are on leave.

Then I’ve asked them to move it to their preferred dealership, since no one advised on the dealership…

Fast forward to January 11/01/2023 39 days later, I’m following up again on my claim, broker still nowhere to be found, I’m told that the claims committee still has to sit on the issue, few hours later, I receive a call from the broker who has disappeared for over 3 weeks, no explanations of whereabouts, she drops the boom, the claim has been declined based on the pointers mentioned above by the assessor.

The fact that I was not caught drinking and driving and no breath lesser was used to detect that I was drunk, I don’t believe his point is valid Secondly, nowhere in my contract did it mention that when in life threating event forget about your life and drive to the nearest garage or police station. In South Africa in 2023, where there is a high chance that these guys could be working with them, and the fact that that’s not a place of safety for me, I don’t think that statement is valid.

Advice Stay Far from IUM, they are not helpful when in need….. Claims take longer than promised The claims committee is on Leave in Dec, cases are only dealt with in January They do not communicate, you keep having to follow up on the claim