A YEAR LATER THE EXCESS REFUND HAS NOT BEEN RECEIVED FROM IWYZE

In July 2024 I got into an accident and I did the whole process of opening a case and sent the required information to IWYZE. I was then informed that I will have to pay the excess and the insurance will refund me the money I paid after they have received the payment from the third party.

I have made numerous follow ups with the Consultant who was handling my case, until today I have not received my refund. What frustrates me the most is the no communication from IWYZE and every time I make a follow up, I am told there are certain documents that I need to send. Why am I only told when I am making a follow up that there are missing documents? It is as if someone is just sitting and waiting for me to make a follow up and feedback is only given a few weeks later after I have made my follow up.

I made a follow up last year November and I was told that the drivers information has not been received and the consultant that was handling my case informed the claims department that the documents were sent to them. And then when I made another follow up in February 2025, I was told that I need to submit my NATIS paper for them to claim to the third party. Now both this follow ups where made and it looks like nothing has been done.

How long am I expected to wait before receiving my refund. First of all I did not even budget for this excess I was told to pay but I paid it because I needed my car to be fixed. And secondly, I was informed that I claim will be submitted to the truck driver (third party) and everytime I made the follow ups it looks like nothing has happened. Thirdly, the accident happened in July 2024 and now it is May 2025 and still I have not received my refund. Fourthly, why am I not receiving any communication/ update from my car insurer with regards to my excess refund? This is such an inconvenience and your company is not being considering it's clients (meaning me).

Can this be handled with urgency as it is almost a year since my accident and no excess refund has been received by me.