No Customer Service

I'm in total awe at your disgusting customer service or rather lack thereof!

I took a day out of my week to come to your offices on Friday 14/02/2018 since I have not been receiving any communication regarding my claim and meeting was less then fruitful. I met with the investigator on the case Mr Coetzee and he had no sense of customer service at all in fact he was very arrogant, condescending, no sense of empathy or remorse for the putrid service his providing. The meeting started off with arguments on what had been done thus far on IYWZE side since the inception of the claim, as you can imagine I was highly frustrated and the lack of empathy in the person who supposed to be assisting me.

According to the investigator he has been trying to reach me telephonically to provide me with feedback. Well this is funny because like I mentioned before in my internal complaint to you he has my entire house holds contact numbers and on a number of other occasions he contacted one of them and they promptly gave me a message to contact him to which I did. Regardless of that pathetic excuse let me inform you when I reported the claim with IWYE you guys asked me how I would like feedback and I confirmed that I would like feedback every 48 hours via email because as confirmed in the beginning I no longer have a cellphone hence the number on record is not applicable. I asked the investigator why I was not contacted via email to which he responded he will not send me an email because that’s not how he works. To my knowledge that's a bridge of TCF (treat your customer fairly) if me as a customer states that email correspondence is my preference I should get an email regardless of what's convenient to anyone else. I am the customer my preference counts!!!!

After going back and forth obviously getting no joy he asked me what it my desired outcome of this meeting (as if this is just an inconvenience in his day) to which I obviously stated I WANT MY CAR BACK. The response was that I should speak to the panel beater it has nothing to do with him, I was astonished, my response was then "what's the point of having insurance" he said he doesn’t know. The conclusion he gave is that I should speak to the panel beater it's between the two of us. So this raises more questions in my mind why did IYWE then assign a panel beater and then leave it up to me to communicate with them? If that’s the case why did I not have an option to which panel beater to use I stay in Johannesburg South and IWYZW assigned a panel beater in Johannesburg East how is that convenient for me??? Again I highlight TCF.

Once this worthless meeting ended I went to the panel beater and guess what, they have the very same cellphone number on my policy document from IWYZE. According to them they’ve requested an alternative contact number from IWYZE and never received one. I provided the repairer with my email address and alterative contact number. I was requested to provide the panel beater with my lock nut in order for them to complete the final stage of the repair of my vehicle which I will have to make my means to take another day off to go there and provide them with. I expressed my frustration with this situation and lack of service I've been getting and they were as disgusted as I am as to how this matter is being dealt with. I expressed my unhappiness with regards to the deliberate damage of my property in the first place thus causing the repair to be even more lengthy. The fact that my vehicle was further damaged whilst in their care is not acceptable. They advised that my received the vehicle on the 08/01/2018 and have pictures of the condition of the car at the time. Between the 27/12/2017 to the 08/01/2018 it seems like nobody knows where the vehicle was, at the end of the day I pay a premium monthly to IWYZE its your responsibility to whatever happens when its in your care. Mr Coetzee seems to think because its being repaired its excusable that it was damaged in the first place, the deliberate destruction of property and lack to add the lack of customer service Is a reason I will not pay the excess! I am appalled by the services rendered and I will defiantly not recommend my family, friends and colleagues to entrust IWYZE to be their insurer!