Complaint/Disappointment

Policy *** and Claim no ***.: on the 28 May 2023 I had a break -in into my house after notified by my Neighbour in my absence. I called police on my arrival and instructed me to make a list of all items lost and I also took pics in the hole house. on 29 May 2023 I called IWYZE Claims to register a claim, I spoke to Prudence Sefolo who advised me to make a police statement A1 and A2 with other documents and photos taken on the scene and other requirements. I submitted the police report on 31 <ay 2023 to Prudence and Claims email. I did not receive any confirmation of my claim and I called on 5th and other lady told me NO claim registered and she ultimately registered the claim with claim no ***. For the hole month no one has returned to me in regard to the claim. I did a follow up by email to Prudence and claims email mid June and still no one returned to me. June passed and in mid 18 July 2023 I shared my frustration with my friend who works for Old Mutual as Financial Adviser, he the asked to send the claim number to him he will then ask his manager to do a follow up. Indeed he updated me as to his managers responce with whoever is known. I then received an email from Ntotole Manaka attached an Inventory form to submit with my outstanding stuff in my house(un****** ).I sent the form back to Manaka on 28/07/2023. From that date nothing I received again until 10 August 2023I received again email from Keith Bond who said he wanted to discuss my claim. I was then called by Siphiwo Shabangu on the 11 August 2023 to discuss my claim, we went through it for 1 hour and 38 minutes. I told him the photos and police statements were sent to claims department and to Prudence Sefolo and I told him that I have no receipts of the ****** goods as they very old some of them and I purchased them before 2016 when I joined them, even if the receipts where to be available the receipts fade within a week. we then finished and informed me his senior with call me to further discuss the claim. on 20 August 2023 Kreban Govender called me to make an appointment to visit me on 23 August 2023 at Warrenton. He arrived indeed on the arranged date. I asked him why he is paying attention to my claim after 3 months of the claim submission, he made an apology that did not make sense of the administration, we then discussed the claim item by item. He asked me the proof of ownership on the items which I told him there is none and fading receipts and the fact that I bought the items back as in 2***. I showed him some of the remote controls of TVs and some boxes and some stuff that were evidence I had them. He took Fotos of the outstanding items in the house and told me I have under insured the items. The dude was very arrogant with me not wanting to hear about boxes and other items left, but wanted only receipts of the purchased items as proof of ownership. He then Told me rite in my face that He wont pay the claim without proof of ownership." he said I wont pay a TV of R13000.00 without proof of ownership" which I find it very offending because remote control of TVs were left behind. The dude was behaving as if he owned the IWYZE insurance and he is the decision maker. He left on Wednesday and on Friday 25 August 2023 he sent me another email requesting same things I told him I don't have. I responded to him and I said As you told me rite in my face that you wont pay the claim without proof of payment, why should we waste each other's time. the next email on 01 September 2023 from him was your claim is rejected due to Non-compliance.

The sad part of this claim is that I had this insurance for more than 7 years without a single Claim and my debit orders are up to date. An evaluator visiting me with arrogance and thinking about how I feel and the trauma of your house been broken into, which took your whole respect and dignity of your space , to be so insensitive about the hole claim. I showed him all the access place and spaces used to penetrate my house and still tell me in my face in my house and yard that he is not going to pay anything I claimed without proof of ownership. I gave the claims department my Alarm report which I only installed on 16 May 2023 and there after my house was bug glared into. I took this insurance without Alarm conditions, and I asked him to go check their disclaimer tapes when I took the insurance and hear if what I said then, he would not even want to entertain that fact and left angry emotional because he disrespected me in my house.

How do you then recommend such an Insurance company with arrogant staff and not do what they claim to stand for in the public. I therefore not satisfied at all with the service and attitude I received through out my claim and the time they took to come and evaluate the scene, what would you expect as an ordinary South African and African person to people who care only about their ****ets?

I don't think IWYZE deserve our support with such treatments, as long they can grow their Investment and pockets with our moneys anything else matters not to them as a company and share holders. thank you MS Kabi ***