iWyze does not keep its contract with client

I received iWyze’s complaint response on Friday, denying any culpability in their non-provision of service in respect to the claim to repair my vehicle.

Note:

(1) Despite asking over and over again, I was given NO acknowledgement or information that the insurer of the driver who had caused the accident would be contacted/was contacted to pay for the damage to my car. Only on Friday, when iWyze staff were scurrying around to cover their tracks, were I told that claims are referred to their recoveries department WHEN CLAIMS HAVE BEEN SETTLED.

(2) The service provider which iWyze recommended submitted an erroneous assessment not only of how the accident had happened but also of the damage to the vehicle. While the damage was limited to the door of the car, he included the front light and fender in his quote (also indicating that the accident had happened from the front). Nobody would expect me to deliver my car for repairs to such a service provider. I therefore had no alternative but to contact the car manufacturer regarding the damage to the vehicle and use the service provider they recommended, the quotation of which was immediately sent to IWyze. This quotation clearly indicated that the damage was limited to the door.

(3) Instead of admitting this blatant disservice or even apologising for it, iWyze required me to submit an indemnity form so that it could pay the difference between the quote and my excesses and WITHDRAW FROM THE PROCESS OF FIXING MY CAR. I comp**** and signed the indemnity form because by this time I was heartily fed up with the putrid service and I just wanted to get the car repaired. This indemnity form clearly stated that a rental car would be provided for the seven days of repair.

(4) I forwarded the date when the car would be taken in for repairs and repeatedly asked IWyze staff to ensure that the rental car would be available that morning. Despite this, we showed up at Avis -- only to suffer embarrassment as no car had been arranged. An Avis woman phoned me on the afternoon of the day to offer the car and informed me that they had received the request for the car at 14h30 that day. Although I had immediately emailed my displeasure with the state of affairs to iWyze that morning, I received an email from iWyze at 14h45 (after informing the Avis woman that I hadnot even received an apology) informing me that they had had a "system error". Yet my emails went through on the erroneous system and I received an email from iWyze the previous day confirming that the rental arrangements had been made.

(4) After I lodged my official complaint on 12 July and contacting one of their executives (which is a mammoth task as you simply do not get their contact details) , I received a flurry of calls near close of business. The claims head tried to arrange the Avis car at the eleventh hour (he was still running around at 15h50) and there was no guarantee that the car would in fact be available the next day. I put a stop to the madness by indicating that we did not want the car and I wanted my premiums back. Why did I have to accept iWyze providing me with a rental car TWO DAYS after the fact?

(5) I tried to bring an end to this horrid experience by requesting that iWyze refund all the money I had paid from February to June 2018 for service that was never delivered. Insurance is not just about the promise of cover; it is about actually delivering the promise/help when needed!

I am sure that iWyze have listened to their recorded phone calls on this matter, as their claims head had contacted the car repairer (despite the disclaimer and them withdrawing from the repairing process) to make sure that I had in fact booked in the car on the day I had indicated. They are therefore aware that this is a true account of what had transpired, as the claims head confirmed on Friday that his staff had been in error.

I want a full refund of the money I have paid to iWyze.