Never Caring Service

Dear Iwyze Claims Department,

I am writing to formally express my dissatisfaction with the handling of my car insurance claim and the poor service I have received throughout this process.

My car was ****** on 31 March 2026 and subsequently recovered without any damages, though the driver and keys were missing. The car was taken to Aeroton Impoundment. I went to check the car on 01.04.2026 and it had no damages as reported. I lodged a claim with Iwyze on 01 April 2026 for lock replacement.

Below is the account of the issues I have experienced:

1. No proactive communication: On 08 April 2026, I followed up to confirm when my car would be moved from the impoundment to Iwyze storage. I was told it would be moved the same day and that I would be notified. I was never notified, and only learned the car had been moved to Auction Nation storage after sending a follow-up email.

2. On 13 April 2026, I received a call confirming claim approval and the access fee, but I was not provided with a written summary of approved claim details or the scope of work to be performed. I was only advised that the repairer will call me for further details and access payment.

3. On 14 April 2026, the tow truck driver called me because they could not locate my car at Iwyze storage. I had to personally assist them over the phone with vehicle details. Approximately two hours later, the repairer also called me asking where my car is. I had to call the tow truck driver directly and relay updates back to the repairer, a role I believe that it should never fall on the customer.

4. On 21 April 2026, the repairer called to ask whether I wanted a scratch on the front bumper repaired. I clarified, once again, that my claim is for lock replacement only and that the car has no damages. The repairer swiftly moved from the scratch issue and told me the service advisor will call me for NaTIS documents, of which I haven't received that communication.

5.On 22 April 2026, I sent a follow-up email to the claim consultant regarding the repairer's feedback. I was alarmed to discover that Iwyze had received no feedback from the repairer, and that all communication had only been made to me telephonically. I still haven't received the feedback I requested.

Throughout this entire process, I have been the one chasing updates and coordinating between Iwyze, the tow truck, and the repairer. This is not the standard of service I expect from Iwyze.

Can I please have a clear timeline for the completion of the lock replacement. And also a written confirmation of all approved claim details and scope of work.

I Received an email on the 28th of April that the service provider gave a feed. Yes they did but only after IWYZE received my complaint. Because am not the valued customer I have NEVER received any communication from IWYZE. I never received the claim summary and the approved work as I requested.

On 05.05.2026 I received a call from their service provider that they have ordered parts and they will update me when they receive them. 7 May I got a call from their service provider that they received parts, but ARMREST is missing, despite not understanding why the armrest has to do with my claim I choose to trust the process. 12.05.2026 I was told they still waiting for the missing part. 15.05.2026 I was told they received the missing "ARM REST" and my car will be scheduled for repairs this week.

Today I received the below message:

Good day, Phali

We're contacting you on behalf of iWYZE regarding your CHERY/OMODA - Omoda C5/ELEGANCE X repair. Here's a quick update:

🚗 Registration Number: ENH286GP 📝 Claim Number: *** 🔧 Repairer: Renew-It Bedfordview 📍 Current Status: The parts for your vehicle repair have been ordered Please note: Due to parts delays affecting certain car brands, the process may take longer than anticipated. We’ll keep you informed of any progress.

This message says we don't know when your car will be fix after I was told that it will scheduled for repairs this week

IWYZE, kindly clear this confusion. What a pathetic service I received. I will never recommend IWYZE to anyone.