Grievance

Good day I have a grievance.

December 5th i had a car accident and i called iwyze to report the matter, it was after 07:15 Monday morning whereby this lady bumped me from behind. We came out of our cars, she apologised and said her insurance will cover everything. Fortunately for me there was a police van there and they stopped to assist. Paramedics where on the scene as well.

Statements were taken, the lady stated she apologises, she will inform her insurence. The paramedics asked me if i was okay and i was shaking, i said i don't feel anything wrong currently i just wanna go to work.

I then reported the matter at iwyze the day after, i asked what is the process of this matter whereby someone hits you from behind i was told there is a open close from iwyze then we claim from the third party of the person. I then requested to be put through to claims. I kept on breaking up and this claim was not registed until i was assisted by a claims consulted named Aubrey Ncube.

The process started. I was informed to send copy of my id, license and some form to fill and send them back which i did. I was then informed that i need to send the picture of the car accident site if i took any but not to worry they can take them where the car is, fortunately i has taken, so i forwarded the pictures with the accident report number.

I did inform Aubrey that the lady who bumped me informed me that she did put a claim to her insurence, i forwaded the lady’s name, surname, id number and name, surname and model of her vehicle.

I was then informed assessment is being done and the insurence’s of the lady name, which i will not say for the lady’a confidentiality.

I was then told after the assessment, everything is okay, i have 2 options to be payed out or them to fix the car. The catch here is the car is a 2011 model and the value of the car is 84k and to fix it, it will be 76k the choice is mine. I requested to think about it iver the weekend, then Aubrey said it is okay, i then Monday emailed Aubrey and said okay they can pay me out.

He then said i need to provide the Natis of the car. The car originally was bought by my sister and we had an arrangement but the ownership was still under her name, we then looked for the Natis and could not find it so we requestwd the Natis from Absa.

Absa gave us a copy and i forwarded it to Aubrey he then said, the Natis does not show if the car is payed finish, if it still under the bank or what. Since the car was payed finish in 2016 we had to apply for those forms and original Natis which we were i formed they would take 7-14 working days because they are on archives.

I sent Aubrey an update informing hum of where i am with the Natis, i received an automated msg stating he was on leave. On receiving the Natis with the forms stating the car is payed up, a form from Ford credit and Absa i then sent it to Aubrey.

Aubrey then sent me an email stating email received and documents, thank you. He then phoned me and said the last stage is, will send you an email with documents that you will sign and you need to send then back.

I waited for the forms, nothing came through. Now this is towards the end of January. He then rep**** with an email stating my claim is escalated to a senior claims consultant.

I sent an email back asking what is wrong, as the only thing left is for them to send me a form and pay out the claim.

I then receive a call from this claim consultant who is Thandi. Obviously at this time i’m in distress there is no communication and i tell her how i am frustrated and i utilise the vehicle for going to work.

She tells me she got the claim only yesterday and she will start from scratch i am asking why? I ask did you reveive a proper handover from the previous claims consultant as she was asking the very same questions i was already asked.

I asked her if they alreasy claimed from the other insurence, she asks me is there a third party, surprised by my question, she was rude, with no compassion or empathy. She called me on Thursday then Friday she tells me she would have concluded the claim by Tuesday. She never did, she did not updated me and then in Friday 10/02/2023 she calls me just before 16:00 to tell me my claim has been rejected. I asked why as the claim is not going to be payed by iwyze, did age even claim from the third party of the other insurence? She said no, because my claim is rejected because i dis not send my car for assessment after i took the insurence and that was my sole responsibility. I was sent an email stating where to take the car.

I then said i wont lie. I never took the car for assessment, and she tells me that is one of the requirements. I inquired again i would take this decision if iwyze was going to pay for my mistake but the claim is with the insurence of the person who bumped me. Why was i told the claim is approved? 2 months later i am tols it is rejected. Why is my car in an auction area if the claim was not approved? Why did they require my Natis and proof of finished payment? Why was i given a curtesy car ? I am so disappointed i. Iwyze i thought i was dealing with a company that is honest with integrity.

I would like a response in this matter please Regards Busiswa Makaluza