IWYZE INSURANCE CLAIM - GROSS NEGLIGENCE, NON-RESPONSIVENESS, LACK OF UPDATES ON CLAIM OUTCOME

Good Day

I hope this email finds you well.

This communique serves as a complaint and inquiry pertaining to a claim I submitted on the 21 March 2021. I have had an unpleasant experience with iWyze to date. I have exercised patience and tried to communicate to get a follow up on the developments of my claim , to no success owing to the lack of attention, urgency and communication from iWyze. The consequence being incurring continued financial loss and no direction regarding my claim.

On the 23 March 2021 , my claim report was submitted on the iWyze Hub. 25 March 2021, the full claim details were registered. However, the manner in which the details were registered is indicative of a lack of competence or due care. The time of the incident , as per telephonic communication , was reported as 15:00 and not the 11:48 captured on the iWyze hub. The segment that highlights the place of incident , has an incomplete one liner that doesn’t pass as a full sentence. The exact same information under the description of the incident can be seen which honestly is indicative of a level of apathy in the quality of service which one would not expect from one's insurance. The information captured on the iWyze hub side is inconsistent and not reflective of the information I communicated, this can be corroborated with telephonic records.

The last communication I received in the form of an SMS , was on the 29 March 2021, where I was informed that a quote was being prepared and information pertaining to the authorisation of the claim would later be communicated. Since then, there has been no communication from iWyze. I took the initiative to continuously and on numerous occasions try and call iWyze, to which I received no response. I also resorted to making numerous call back requests which once again were not responded to.

I received a courtesy car from the 26 March until the 25 April 2021, consistent with the 30 day cover policy stipulated in our contract. I have had no communication with regards to the state of my car or just the claim in and of itself. I have had no vehicle for 15 days, thus, incurring financial expenses I had not anticipated and have no idea how long this will continue for there has been no communication from iWyze.

I am dissatisfied with the communication and overall service I have received from iWyze. This morning I once again called the repair centre to further inquire about the state of my vehicle only to be told that the car has been written off and apparently the vehicle has been taken to an AUCTION CENTRE. I am alarmed and disappointed that this information was not relayed to me nor updated on the hub and is yet to be communicated to me from iWyze side. This is material information and is negligent on your part as my insurer, for not informing me of this development. The last communication being on the 29 March and the date being the 11 May 2021 is just indicative of a gross level of negligence and inferior level of service subjected to iWyze clients too.

I hope this review, unlike previous communication, does not fall on deaf ears but rather is met with a level of urgency and satisfactory communication that I should have been afforded from the onset.

Kind Regards Mbulelo Pahlana