1 reviews | Active since May 2012
Claim validation is taking forever long
Good day,
My issue here is with how iWyze are handling my claim and it is not acceptable.
The accident was first reported on the 3rd of September 2022. On the 5th I made contact again as advised. I never received any communication since.
I had to call in twice every week to try get feedback and I was just told one story after another and the person who was assigned the claim would contact me. I said no it doesn't happen, that person never makes contact. I ask why I could not be updated after such as long time. 2 weeks back the person who picked the phone told me the assessment report had been received and that the amount of claim (which just over R50k) required someone with a mandate to make decision. I appreciated the response and asked of the turn around time for that to happen. He did not know. I phoned again last week complaining about the lack of communication and the time it has taken just for company to validate a claim. I even said to the lady who picked that whoever this claim is assigned to simply does not care or have no sense of urgency. I mentioned that it has been over 4 weeks and i still can't plan myself around this. I can't get a car hire, iv been told i have to wait which means i cant travel as planned etc.
This past Friday the 30th September for the first time i received an email from consultant - guess what. Asking me to send them a list of documents such as ID copy, consent letter etc. Why wait for this long? You can tell this is step one type of information. If this is what I get after 4 years of paying the insurance then I am not impressed. Iv claimed before from the iWyze and this level of service and experience right now is totally unacceptable. I really need to know what is happening and I need the vehicle sorted. It's been since 3rd Sep and today is 3rd Oct and being asked to submit ID copy?? like really .
Claim number: *** Lungile Tshabalala: Consultant: Claims2 | iWYZE Claims Direct
Thank you
We regret to hear that our service has disappointed you and understand your frustration. Thank you for taking time to share your concerns with us as this will help us to continue to improve our service to our customers.
Please be assured that we have directed your request to the claims team for urgent assistance. Kind regardsThe iWYZE Team
We regret to hear that our service has disappointed you and understand your frustration. Thank you for taking time to share your concerns with us as this will help us to continue to improve our service to our customers.
Please be assured that we have directed your request to the claims team for urgent assistance. Kind regardsThe iWYZE Team
Update: I received some communication from the consultant after you responded to this message. I explained my frustration again to her and she asked for the files. I told her i'd send what i had which I did. Now, the is a one file they are waiting for from tracking company and i do not have control over this because its like any other service provider. So i am also waiting for it. Sent a message this morning asking for update and she responded that the validation will only begin when that file is provided. She mentioned management too so I am guessing its above her now.
Questions are:
Given that I am the one who demanded that this claim gets attention a month after it was registered, and now we are almost in the middle of another month is this going to take 2 months before validation begins?
Is the insurance company really dependent on telematics data to make a decision on this matter or even to get started?
Can you assist the consultant so that this process gets to move a little faster.
Remember I had to push for this to get going after a month and i do not feel that the same is happening on your end. Perhaps we are interested in different results.
Note:
The towing company is asking for progress because panel beaters are putting pressure on them as they dumped a car for a month and half and nothing is happening. This worries me a lot because i might have to incur costs there from the panel beaters storage given how this process is going.
I do not wish to continue paying premiums for a car that is at a storage and i would rather cancel honestly.
Please advice.
Thank you kindly,
Update: I received some communication from the consultant after you responded to this message. I explained my frustration again to her and she asked for the files. I told her i'd send what i had which I did. Now, the is a one file they are waiting for from tracking company and i do not have control over this because its like any other service provider. So i am also waiting for it. Sent a message this morning asking for update and she responded that the validation will only begin when that file is provided. She mentioned management too so I am guessing its above her now.
Questions are:
Given that I am the one who demanded that this claim gets attention a month after it was registered, and now we are almost in the middle of another month is this going to take 2 months before validation begins?
Is the insurance company really dependent on telematics data to make a decision on this matter or even to get started?
Can you assist the consultant so that this process gets to move a little faster.
Remember I had to push for this to get going after a month and i do not feel that the same is happening on your end. Perhaps we are interested in different results.
Note:
The towing company is asking for progress because panel beaters are putting pressure on them as they dumped a car for a month and half and nothing is happening. This worries me a lot because i might have to incur costs there from the panel beaters storage given how this process is going.
I do not wish to continue paying premiums for a car that is at a storage and i would rather cancel honestly.
Please advice.
Thank you kindly,