1 reviews | Active since May 2014
Not a "wyze" choice
Very unpleasant experience indeed. Lodged a claim for my washing machine that stopped working on Thursday, 27/04/16. I was informed that an assessor will get in contact with me (no TAT given). It is now Saturday the 30th and still I wait for an assessor to contact me. I have washing that has been stuck in the machine since Thursday logged in water. In there is my children's school uniform as well as my husbands uniform. At present I am holding on for the call centre for 40 minutes and counting. I escalated to a manager yesterday and was advised I would have feedback by the end of yesterday. Needless to say I still wait. Worse valuables insurance company ever.
We are sorry to learn that you are unhappy with the service that you have received from iWYZE and the appointment of our Service Provider.
Your complaint ref. is MF-***.
We appreciate that you have taken the time and effort to inform us of this as your feedback is invaluable.
We can confirm that your matter has been escalated to our Claims – Non Motor management to assist with getting a damage report for your washing machine and finalise your claim.
In the meantime, if you have any more enquiries, please do not hesitate to contact us at ***.
Kind regards,
Rodwell
iWYZE Team
We are sorry to learn that you are unhappy with the service that you have received from iWYZE and the appointment of our Service Provider.
Your complaint ref. is MF-***.
We appreciate that you have taken the time and effort to inform us of this as your feedback is invaluable.
We can confirm that your matter has been escalated to our Claims – Non Motor management to assist with getting a damage report for your washing machine and finalise your claim.
In the meantime, if you have any more enquiries, please do not hesitate to contact us at ***.
Kind regards,
Rodwell
iWYZE Team
Your matter has now been investigated and the outcome:
Our Entire Call Center was closed on that day due to systems upgrades and all our call was re-routed to our Tow and Home Emergency Center iAlert. There was no need to have whispers active advising of our Call Center Closure as the staff at iAlert was aware of this. I have escalated the matter of calls holding to iAlert and the management there advised that they did experience an influx of calls, it was calls from iWYZE and their own emergency calls. iAlert and iWYZE extend our sincere apology for your experience on that day.
We do regret the fact that your claim was rejected due to “No Peril” but agree that the manner in which your claim was handled was very unprofessional. I make reference to the staff members that assisted, Gerhard Oosthuizen and his Team Leader, Yumna Khan. I took the liberty of listening to their call they had with you and I must agree that their telephone etiquette was very disappointing. I have since escalated this to their immediate manager and I can confirm that both these staff members were dealt with appropriately.
Best regards,
Rodwell
iWYZE Team
Your matter has now been investigated and the outcome:
Our Entire Call Center was closed on that day due to systems upgrades and all our call was re-routed to our Tow and Home Emergency Center iAlert. There was no need to have whispers active advising of our Call Center Closure as the staff at iAlert was aware of this. I have escalated the matter of calls holding to iAlert and the management there advised that they did experience an influx of calls, it was calls from iWYZE and their own emergency calls. iAlert and iWYZE extend our sincere apology for your experience on that day.
We do regret the fact that your claim was rejected due to “No Peril” but agree that the manner in which your claim was handled was very unprofessional. I make reference to the staff members that assisted, Gerhard Oosthuizen and his Team Leader, Yumna Khan. I took the liberty of listening to their call they had with you and I must agree that their telephone etiquette was very disappointing. I have since escalated this to their immediate manager and I can confirm that both these staff members were dealt with appropriately.
Best regards,
Rodwell
iWYZE Team