Iwyze Claim ***

My wifes car was involved in an accedent. The person skipped a stop sign and crashed into my wifes car. As a result the car was beyond repair and was written off. We laid a claim with iwyze and the car was accessed. The car was insured at retail price. How ever iwyze decided to the pay out is going to be book value. After multiple emails between my wife and mandisa. And being promised my mandisa in email that she would call me to sort out the issue. Nothing has happened yet. So I want know how do they slash the retail value of a car by 50%. Even though i have paid a prepmium on my policy for full retail value of the car.