***** claims handling

Registered a claim with iWyze for a minor accident in October, my very first claim and in hindsight the fact I had to call 3 times to have it registered without being put on hold should have been a sign of the nightmare to come. The allocated panelbeater, Renew IT Rivonia, did such a *****ed job instead of fixing the dent on the passenger door, they damaged the door, it could no longer open from the inside and it was out of socket, you had to lift it to open or close it from the outside. My vehicle was at Renew-IT Rivonia's custody when a hail storm further damaged my car in November. Subsequently, Renew-IT Rivonia submitted claim for said hail damage, of which iWyze registered on my profile. The iWyze advisor informing me of said claim advised that Global hail systems will be the appointed Service Provider to attend to the hail damage.

Following my vehicle not being adequately fixed for the first claim by Renew-IT Rivonia in December 2023, the insisted I pay the due excess, take my vehicle out of their custody as they were closing shop for the holidays and I bring my car in the new year for them to attend to the visible damage that was still on my car (the front passenger door could no longer open from the inside - it worked well before the accident I initially claimed for and after as I had a passenger with me when taking it in for repairs on 06 November 2023 and the door worked -; in addition to that, the doors still had smudged paint work, the door when opened from the outside required to be lifted up first and bolts were found on the floor of my car).

Following Renew-IT rivonia's request to return the car on Monday 28 Jan, we returned the vehicle and Sipho at Renew-IT asked the receptionist to collect the keys for the car. The car was due assessment by Global Hail Systems company, as communicated numerous times with Renew-IT Rivonia, on the 15th Feb 2024. The vehicle was still within Renew-IT Rivonia's custody at this time and updates were only sent upon the umpteenth request and follow up on wjat is happening to the car, all involved in the process are olympians at ignoring mails and shorking their responsibolities onto the next party. They, Renew-IT, took it upon themselves to fix the hail damage while the vehicle was sent back to them for the correct workmanship to be done to the passenger door, despite my insistence that another Service Provider was appointed by iWyze. Further to that, Renew-IT confirmed they had authorisation to repair the hail damage from both iwyze and Straighthrough assessors, another party O had been sent from pillar to post to in trying to get my vehicle attended to accordingly.

On the 22nd February 2024, I received a text message from Renew IT advising my car was ready for collection, upon arrival at Renew-IT Rivonia, I observed the contrary. None of the hail damage was repaired but an attempt to paint over the dents was made, the tail light broken in the hail storm was also still not fixed. Americo and Ashton insisted I take the vehicle with, denied the hail damage without educating themselves on the context first until I had to call iWyze myself to inform them they are for thr second time asking me to collect a car they clearly did not take through quality assurance process. The vehicle has been in their custody since, based on emails and endless telephonic discussions with them where they send me from pillar to post, they refuse to attend to the hail damage on the roof and bonnet of the car, they have only fixed the broken tail light and to this day insist I need to collect the vehicle that still has visible hail damage as according to them, "the vehicle is ready for collection"

Isuze has not intervened and has been mum the entire process, shocking as they are the company through which I have an insurance contract yet they have not been bothered, despite numerous attempts to get them to assist. Yumna, Raymond, Mashudu, Siphesihle none of them jave bothered to respond to a single mail of me painstakingly trying to get assistance on the matter. As it stands car gire lapsed and neither party cares that there is a repair responsibility and accountability not seen through or that I am stranded with no transport. On the odd occassion Renew IT Rivonia have responded, it has never been to answer to the requests I sent for tue assessment reports and confirmation of damage fixed nor to tue question of who authorised them to “fix” or paint over the hail damage which still has visible dents and now paint cracks. They have instead kept saying I should collect the car, even with the visible damage. Outright *****, isn’t the purpose of insurance to ensure my vehicle os placed in the position it was in prior to the peril? WORSE the subsequent damage happened at THEIR PREMISES IN THEIR CUSTODY. Beyond frustrated as there has been no assistance from either service provider, let alone my insurer with whom I have the contract, nobody has had the decency to provide the service they are expected to and have any care in the world that I have had to incure additional transport costs as my vehicle is still in renew-it rivonia’s custody, and by the looks of the correspondence, with only the tail light being fixed.

Horrific experience!