HORRIBLE experience with iWyze !!!!!!!!!!!!!

My mom Mrs Mzizi has a policy with iwyze. This policy is for building, content and car insurance. Sometime in January 2018 there were thunder storms in Harrismith and lightening struck the alarm system. My mom put through a claim with iwyze which took them weeks to repair. the alarm was only repaired on the 6th of March 2018. so my mothers safety was not considered all this time and the contents as well, what if someone broke into the house? On the 10th of February 2018 I was involved in a car accident on the R21 where someone lost control of their car and bumped into me. I am the main driver on my car but insured under my mom's name. Car was towed from the scene. On Sunday I called in and I was told that I need to call in Monday morning I mean what is that? what if I had to be somewhere by Monday morning?! Iwyze just doesn't care. Monday I called in that's when I received a car from Avis.I was told that my claim will be held by Nothando Mathebula which till today I haven't spoken to that lady nor heard any communication from her. Iwyze was then quite not saying anything for days. Every time I had to call in requesting for an update on my claim! I was asked to get the AR report. Why am I the one who needs to get that for them? What's their job? I had to physically go the Metro police to get the document had to pay R190 in order for me to get the report and send it to them! This is ridiculers. On the 16th of Feb I was informed that my claim has been assigned to Gugu Msibi. I then called in a few days later and they were singing the same song " we are awaiting for the assessor" I asked how long does it take to assess a car. they said 3 working days. Gave them extra days and still "we are awaiting for the assessor" this became irritating. They really pushed me to the limit. I then called in one morning then I was told that my car is a write off. I asked the person why do I always have to call in to get an update? Why can't they communicate with us as their customers? After being told the car is a write off, they asked us to get them NCB from Santum which was once our insurer. I fail to understand why that was needed. They told us that if they do not get it, they won't pay. So the payout is determined by our history?! if they need that why couldn't they ask for this when we joined? why were we never told that this may happen if a car is a write off? no! no!no! I fail to understand iwyze. We got them the document, then they say they won't pay out without receiving the original car registration document and the spare key. Which I am still awaiting upon them to come get still no communication. what if I had lost the spare key? so my claim will not e paid just for a key? My mom was then told that they won't be paying that amount that was stipulated on the quotation that they sent us, they will be paying less money and they will be deducting some amount because we claimed in less than 6 months of joining. Well my mother doesn't remember being told that. Today I called in spoke to Raymond I asked if I can talk to Gugu but she was not at her desk. I asked Raymond to check for me what is the hold up on my claim. He informed me that Skynet needs to contact me regarding the document and spare key that they need to collect. Gugu is still waiting for the call conversation when my mom took out the policy to hear if she was not told about the 6 month issue. We also want a copy of that. Yoh this has been a HORRIBLE experience with iwyze. We are not happy at all. I have never seen such horrible service from an insurer! It's nice when they deduct their money but when they need to work with you through your trauma, they just don't care. Now I do not have a car, they are not paying out seems like we being threatened to send documents or else.... they don't pay. This is ridiculers! My claim nr is **********