Claims Service, Procurement and Management Failure

Mr Willem Smith<br> <br> I've been a client of yours since July 2011 and up to now I've been a loyal happy customer, no unpaid premiums, received my no claims bonus in 2014, received acceptable renewal increases - no complaints. Over the last 2 weeks I've experienced the process of claiming from iWyze.<br> <br> Your claims call centre:<br> * has no incentive to answer calls, multiple calls have just rang and rang without anyone answering, and once they answer it's dead silence at the other end<br> * if they answer, they have no incentive to follow up on customer complaints, I'm still waiting on my advisor with feesback from the service provider<br> <br> Your claims service providers:<br> * have no incentive to finalise claims. My service provider took no less than 7 days to arrive at my door after being assigned to a claim<br> * have no incentive to keep to their SLA. I was informed a report of my damaged items would take no longer than 48 hours - it's now 96 hours since my items have been collected - double the communicated SLA<br> <br> I work at one of SA's leading short term insurers, I know of the influx of calls due to Pietermaritzburg's hail storm - still no excuse from dropping the ball in Gauteng.<br> <br> Management failure imo