Insured, but NOT insured

Good day.

I took out an insurance policy on a demo vehicle on Thursday 21 May 2020. - policy number *** Insurance was arranged as from 23 May 2020. The money was deducted from my account, so the policy was consequently activated and I was assured that the vehicle is covered as from 23 May 2020. On the morning of the 23rd I phoned Iwyse (having communicated with Warren) in order to obtain a letter confirming that Iwyse would cover the vehicle until such time as the car could be sent by the dealership to the road worthy testing center in order obtain its roadworthy certificate. The testing centers are closed until 1 June as a result of the Covid 19 crisis and as such any cars that are sold during the lockdown are unable to go for the roadworthy test. After having referred the query to the Iwyze legal department I was informed that they would get back to me regarding the letter. Delivery of the car could not take place until the dealership received such letter, and I was informed that it would receive Iwyze's immediate attention. Throughout the process I was made to understand that the car is covered (as confirmed by the confirmation letter), and that it would not be a problem to send the additional letter to the dealership confirming this. Having followed up on the progress of the letter approximately 2 hours later, I was informed by a different consultant that the letter was being drafted by the Operations Manager, and again I was congratulated on the fact that I would be receiving my new car. Up until this point, I was very impressed with Iwyse. However 40 minutes later, Warren phoned to inform me that Iwyze would not be issuing such a letter. As such, I would not be able to receive the car, despite the car having gone through BMW's quality check, and the car clearly being in a roadworthy condition. As such, delivery of the car did not take place and I am stuck without a vehicle as a result of IWyze's ridiculous actions.

What aggravates me is the fact that I was made to understand that car is covered irrespective of having gone for the roadworthy test, as evidenced by the policy and the confirmation letter. Then, two hours later, I am informed that this is not the case and that Iwyze will not cover the vehicle?!? I have also been informed that given the fact that the roadworthy test centers are closed due to Covid, that other insurers such as Discovery and King Price are willing to provide assurance to the customers and the dealerships that the car is covered until such time as the roadworthy centers reopen and the cars are able to go for the test. This was also confirmed by Standard Bank, with whom the car is financed. IWyse's conduct is consequently not in line with what the rest of the industry is doing.

I would therefor like an explanation why Iwyze is not able to provide the same service, given the current circumstances. I need the car in order to get along. without such a letter from Iwyze I am not able to move around. I really find this unacceptable.

I look forward to hearing from you,

Regards,

Roelof van Huyssteen