complaint on a claim process

COMPLANT AGAINST IWYZE INSURANCE -CLAM NO ********** 13 June the Corsa utility bakkie got involved in an accident around 18h00, the car was still drivable even though the bumper was halfway out, my fiancé was driving the car at the time, he opened an accident report at sunnyside police station. 14 June a claimed was logged with Iwyze, we were requested to send pictures of the car which we sent. since then it has been a mission to get updates on the claim, we received an sms saying the claim is being processed, we would call 2 or more times a day to follow up on the claim just to know how long it takes to process a claim. On 18 June I called again and was told the assessment report has been sent to the manager for approval and that updates will be send continually which was not the case. Again I and my fiancé had to call in continuously to get update, every time we get the same story that the claim has been sent to the manager for authorization and the Iwyze motor “we apologise for the, we are escalating the matter to the relevant authority ( a person known as Sicelo)”. On 20 June 2018, we called again to speak to Sicelo and we were told that he is in training and a lady by the name of Gugu advised that we will get an answer by the end of the day. Later we received an email that a claim was approved after continuous calls and with access of R8000+. I called in again to question why the high access fee,. a customer care consultant told me "you said you are a regular driver on the car and your boyfriend was driving the car at the time of accident" ( how rude of him, where in your records does it indicate that I have a boyfriend”, I said to him that I indicated that there will be someone else also driving the car which is my fiancé, he said that is not according to the Iwyze records, ok I requested retrieval of those sales records and how long it will take to receive those records, he said I will get the records the following day which is 21June 2018. as I'm writing this complaint 22 june 2018 I have not received those records. I phoned again on 22 June 2018 to ask for the records, a consultant told me they have not yet received those records, I said but I was told I will get them the following day (21/6/1/), yet again I received a " we apologize for the delay and we will escalate the matter" The appointed service provider to fix the car has also to date not consulted us, yet we were told we will be consulted within 48 hrs. I would like to know from old mutual ,where in your records have I indicated that I have a boyfriend as indicated by the consultant, and also records where it was explained to me that should another person be involved in accident with the car, there will be additional access as I was told access is R3900 only. We decided to fix the car on our own, however, the windscreen is not yet fixed. Today we have not been assisted by Iwyze Old mutual. Please take steps to ensure that the matter is being attended to. Why are they not sending the sales records? we have resorted to fixing the car on our own as the service provider never contacted us until yersterda 25/6/2018 and he said we must bring the car next 2 July, more delays. However the windscreen remains unfixed. RM MAFETSA