DOUBLE EXCESS

*** on the 17/08/2018 my husband took a policy with iwyze, and amongst the cars he insured he included my vehicle. he advised me to go for iwyze as it was a little bit lower than the premium i paid before and their excess amount again was R4500, as i was paying R5400 with First for Women. I took his advise and joined iwyze. I spoke to iwyze consultant on the above-stated date to finalize the deal which they did, and i was impressed as i was gonna save in terms of premium and excess. As i was the regular driver, iwyze was supposed to send me the policy document which they didn't. During LOCKDOWN LEVEL 5, on the 18 April 2020 if not mistaken my car was involved in an accident whereby my husband hit a garage top. He tried phoning IWYZE and because it never went through due to lockdown regulations he ended up lodging a claim online and after some days which i cannot recall(DURING LOCKDOWN LEVEL 5) he received a message that his excess will be R13000 instead of R4500. the explanation i got was that there was only one vehicle involved which costed additional R4500 and the remaining was a penalty for non disclosure of information regarding previous accident. The issue of non dislosure i cannot dwell much on it because im not the person they spoke to but my interest was on the additional excess which i was never told of nor received any document as a regular driver of the insured vehicle. we could not lodge a complain with iwyze because it was level 5, only a few companies with restrictions given by the state were allowed to operate. and again as i was not an essential worker who needed the vehicle to perform certain duties; therefore my case could not be attended to during level 5.

On the 11 August 2020 while i was driving on a tarred provincial/municipal road, a herd of cattle came running and amongst the cattle some were fighting and they damaged my car. Again my husband tried lodging a claim online but iwyze this time around never reverted back to us. Some days later he ended up driving for 130km to polokwane old mutual to check why they never contacted us. And maybe because they only consider calls from old mutual they phoned him and promised to contact me to get a statement as i was the driver. they tried phoning once but could not find me but phoned my husband and told him that they will try phone me the very same day at 13h00, which they never phoned until today. After some weeks he received an sms that the claim has been authorised with an excess of R9000 with the panelbeater (Lebowa Border Panelbeater; which i doubt they a BMW repairers)

By that time we were on Level 2 and i phoned iwyze to lodge a complain regarding this additional excess. On the 20 August i spoke to a gentleman by the name of Charles Ndaba, and funny enough he is the supervisor. i complained about the additional excess which i was never told about. i complained again why was the claim authorised without getting the statement from the person who was driving the vehicle. Were they sure that whoever who gave them the information was it correct or not. And again Charles admitted that he was the one who concluded my claim without getting statement nor confirming if pictures in his possession were correct or perhaps adequate. He contradicted himself and he promised to escalate the matter to his lady senior manager and promised to contact me on or before the 25 August and he will again send me an sms to confirm that which he never did. Mr Charles does not take his work serious and he undermines us as clients because he does not respond to emails nor adhere to turnaround time.

on the 08/09/2020 he phoned me and said his senior manager cannot consider my case as i never lodged a complain during the first claim that happened during LEVEL 5, therefore they cannot withdraw the additional excess from my claim. UNDER NORMAL CIRCUMSTANCES HOW WAS I SUPPOSED TO LODGE A COMPLAIN DURING LEVEL 5???? or option B they can check the quotation which amounted to R13000( cos all the parts iwyze was gonna get them from a s****yard. because you cannot get a BMW F34 door for less than R15000), the again deduct the excess of R4500 and the additional R4500 then give me balance which was about R3000. I declined the offer because i cannot do anything with R3000 and why should i take R3000 whereas i was paying a premium of R1500 towards my car insurance. IS IWYZE OPRATING LIKE UNDERGROUND MASHONISA OR WHAT??

AM I SUPPOSED TO TALK TO HERD OF CATTLE OF GARAGE TOP TO PAY THE EXTRA/SECOND EXCESS? WHAT IS THE MEANING OF A COMPREHENSIVE VEHICLE INSURANCE COVER???

lastly i requested him to send me a recording of when i took a policy with them and they sent it after 21 days (10/09/2020)and the transcript that not reflect anywhere by chance the consultant spoke of the additional excess. The incomplete transcript which potrays unprofessionalism is in my possession and willing to share it with Hellopeter as an when is requested from me.

i have realised that iwyze is not disclosing all the conditions to clients because they know the applicants wont proceed with the contract and again they choose to continuously debit from my account knowing they did not send the client a policy document. i wasted more than R30000 of premium since 2018 with a company that is never innocent and transparent and i wish that can be known by innocent people who will one day fall into the same trap that i did

i hope that hellopeter would intervene and i bind myself that what i complained about is what transpired, and i am willing to co operate with hellopeter until the matter is put to rest.