An insurance that takes very little accountability for the actions of the 3rd party companies they use

I'm currently with iWYZE but will be moving to another insurance by end of this year. If anyone is looking to join iWYZE this is something to consider.

In my experience they have been mostly helpful on the phone, quick to respond via email, their app is helpful but there is one aspect about them that I did not appreciate at all. They use so many 3rd parties to get the work done and their agents make YOU communicate with them instead of doing it on your behalf.

When I would follow up with the iWYZE (the company I have a contract with and pay every month) they refer me to call Quest Claims to get my excess back, refer me to Auto Magic panel beaters to follow up with the repairs, refer me "Don't remember the name" assessors to follow up on the assessment. It's fine to outsource all these things but to make the client communicate with your 3rd parties at their own time and expense is ridiculous. Imagine having an issue with the KFC you bought and KFC doesn't address the issue but instead give you the number to Rainbow chicken because Rainbow supplies their chicken.

In summary what happened was: My car was crashed into in October 2024 while it was parked and it was significantly damaged. The process of getting the car fixed was very tedious. At some point it felt like I was juggling a second job as an agent for iWYZE. I was following up every day with the panel beaters (Auto Magic Montague Gardens, who have terrible reviews on Google. My car was returned to me with the car horn not working and only one working brake light. The repairs took almost 3 months). I had to uber twice to the panel beaters to make sure that work was taking place because after 1 month the car was not touched. The panel beater updated iWYZE on their system that I received the car, but I had not received it. Yet they are still using this panel beater.

Even now the person that crashed into my car was honest and agreed to pay. I paid the excess and the agreement with iWYZE was that if they recover money from this person, I will get the excess back. When I follow up, I'm told to deal with Quest Claims because agent can't help me. Today I'm being taken from pillar to post by Quest claims about getting my excess back with no answers. It's exhausting and there's no accountability from iWYZE themselves.

My verdict is it's a reliable enough insurance and will help most of the time- but when you really need them for a bigger accident, buckle up.