Honestly feedback

I have been an iWYZE client since November 2017, when I purchased my first vehicle. For almost eight years, I remained claim-free until my first accident in June 2025. My claim was handled by Mercy Banda, who managed the entire process exceptionally well and efficiently. I submitted my claim on a Friday at 15:00 after work, and by Monday I had already received feedback. As a result of my clean claims history, I was granted an excess discount and had the single-vehicle accident fee waived. That experience truly set a high standard.

By God’s grace, I purchased a new vehicle in January 2026 and updated my policy accordingly. Unfortunately, on 18 March 2026, I was involved in another accident when a Mr D motorcycle collided with my vehicle.

Prior to this incident, I had received calls from two other insurers offering better premiums and lower excesses than what I currently pay at iWYZE. It was tempting, and I even went as far as cancelling and reinstating my policy twice. However, the exceptional service I received from Mercy Banda made it difficult for me to leave. Despite the higher premium and excess, I chose to remain loyal to iWYZE.

After reporting my recent accident, I was assisted by Lucky Dhladhla, who initially captured my details and sent through the required documentation. However, my experience with him was disappointing. We had a disagreement regarding the excess payable, particularly around a six-month waiting period and an additional fee of R6,200 that I was not previously informed about. Following this, he became unreachable by phone and unresponsive to multiple emails. At a time when I was already in shock and distress, this lack of communication and empathy was extremely disheartening and not what I expected from a company I had remained loyal to.

On Monday, 23 March, I called again seeking clarity and was assisted by Thabisa Mbaliso. Her service was outstanding. She showed genuine empathy, provided clear feedback, and took ownership of my claim due to the prior lack of communication. In a moment where I felt emotionally, mentally, and physically overwhelmed, Thabisa restored my faith in iWYZE. She even offered to refer me to “Magical Moments” for trauma support, which was incredibly thoughtful.

Additionally, Ansie Moolman reached out and sent me Pick n Pay vouchers as a gesture of support. This level of care and consideration truly meant a lot to me.

I have since been recommending iWYZE to my friends, family, and colleagues. One colleague even joked that she wishes she could experience such service herself, although she is not currently insured with iWYZE and is now considering getting a quote.

The purpose of this review is to give credit where it is due and to sincerely thank those who went above and beyond to support me during a difficult time.

My vehicle has been referred to Auto Magic Menlyn for repairs. I am fami**** with their work, as they repaired my previous vehicle, but I am currently concerned about delays in sourcing the required parts. I would appreciate it if iWYZE could follow up to ensure that the repair process is expedited, as I have been following up regularly without receiving clear updates.