Delay for three weeks in sorting, concluding with validation and pay-out

<p>Sanele Lennox Lujabe<br /> No 18 Priscilla Mngeni Tambo Sqaure Gugulethu<br /> Cape Town, Western Cape, 7750</p> <p>Policy Number: 959130</p> <p> </p> <p> ********** 303<br /> <br /> 07 December 2017<br /> <br /> Claims Manager</p> <p><br /> IWYZE Insurance <br /> <br /> <br /> Dear Mr (Ceo) Raymund Snyders, <br /> <br /> I am sending this letter as a formal complaint about the ill treatment that I have received from your staff members, for my claim made of 12 November 2016. I was involved in car accident during early hours of the morning of the Saturday I received assistance from a towing company which happened to be situated nearby, they took me and my motor vehicle to their work station/yard and that is where I was able to make use of their cell phone to both Iwyze Insurance and friend(s) With the first challenge I encounter after I had logged my claim with the consultant I told him since at that time I was stagnant and therefore would desire for him to organise me the courtesy vehicle and his immediate response was not today, and when I questioned him about it his reply was that it’s not possible to do so because is the week-end. We then concluded the telecommunication, and 5 min after I had reached my home I again called the same call centre number and spoke to someone else different and informed them about what had transpired and asked her for the same courtesy car request and with not hassles everything was done and later on Avis head office Joburg called me back to confirm my details. Such lack of consistency! Exactly two weeks down the line my claim was handle by the Mr Keagan Samuels who is the appointment Claims Assessor with your organisation I was always and is still cooperative with every consultant from your organisation but what I’m not going to tolerate is ill-treatment and ugly behaviour like he is referring to a small boy when articulating with me, I personally felt bul****, belittle and disrespected! This process was very hostile/unfair, kindly refer to your recordings for referral. And I therefore opted to further deal with his manager of somebody else either that him. I have given my full attention and cooperation references to this matter and till this very day they claim that they are still validating my statements or reference etc and it’s been 3 weeks solid!! What about the inconvenience? And the car hire expenses cause just recently I have received a text message from Iwyze Insurance that “ Please be advised that your courtesy vehicle reaches thirty days on the 11 December 2016. Note that car hire has been terminated for 11 December 2016” So I bed to know as to how is that possible after your staff are prolonging my claim with their validation? And just now this morning when I forward documentations that took the entire day of yesterday for me to authorise, I receive a not available email from the line manager that I’m dealing with and is said to revert back to work next week Monday… Such poor and exhausting customer service!</p> <p> </p> <p> </p> <p>Look forward to hearing from you as soon as possible to resolve this problem. If I do not hear from you within 1 days I will file complaints with the appropriate consumer agencies and consider my legal alternatives. may be contacted at the above address and phone number.</p> <p> </p> <p> </p> <p><br /> Thank you for your quick attention to this matter.<br /> <br /> Sincerely,<br /> Sanele Lennox Lujabe<br /> </p> <p> </p> <p> </p>