Iwyze/Oldmutual

I have been a client of Iwyze for 6 years without a single claim. On the 3rd March my place was broken into and several of my outdoor equipment including leisure and garden tools. I opened a case with SAPS and logged a claim with Iwyze.

On the 15th of March, Mr Du Plessis came to my house to assess my claim. Through my engagement with him, he demonstrated a high level of incompetence - he was enforcing clauses that are not in my policy document, clauses which the underwriters sent to him via email. He was made furious by my utterance that the email information is false and contrary to my policy document. He had no knowledge about the product which he was assessing. Did not do due diligence. He had an assumptive approach to the assessment. Did not have answers to my legitimate questions. Said it does not make a difference if my policy document states a different clause to the underwriters’ email. I had to constantly remind him that my policy document is the only legal contract that should be recognized, and the prohibited diversion thereof.

His conduct was unacceptable - he did not want to listen to me as he kept on interrupting whenever I needed to make a valid point. He bul**** me around and intimidated me. I had to repeatedly ask him to give me a chance to talk. He disrespected me in my own house, and he banged his laptop on my table when I exposed his lack of product’s knowledge. I doubt he would do that to a white client. But because I am black, his tone was high as opposed to mine.

Mr Du Plessis admitted that he felt bad about his lack of knowledge. Can you imagine how I feel? I feel disrespected by Iwyze for sending a disrespectful someone to my house, someone with lack of product’s knowledge to asses my claim. The kind of lack that imposes adverse conditions to my policy document and adverse outcome to my claim. I have lost trust in Iwyze and its processes. Iwyze does not value me while I have been paying for the same value for almost six years. Having my house broken into is bad enough and Mr Du Plessis’ conduct exacerbated my emotional and psychological state. Iwyze will be taking him for refresher courses so he can repent from inflicting psychological aches on his clients, and life should go on, no making good on the afflicted clients.

I have taken this up with his supervisor and manager but they do not see anything wrong with it. I have also requested on numerous times, the audio recording of the conversation between myself and Mr Du Plessis but Iwyze does not want to share it. they are aware that the recording is proof of incompetence and bad conduct. When I asked about his FSCA qualifications, they told me that it is not a regulatory requirement for him to have such qualifications. Yet he assesses claims of products that are governed by FSCA.

As if that was not enough, I discovered, through Mr Du Plessis that My policy document have different clauses to the policy document that Iwyze. Total misrepresentation. They also do not want to share the policy document they have. Iwyze is not transparent. They only want us, clients, to be transparent about everything yet they deny me the right of having a copy of the audio recording.

I do not trust Iwyze's claims' processes. They are flawed and full of prejudice.