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Monique M

1 reviews | Active since Feb 2018

05 Feb 2018, 10:20

Pathetic Service

Good day

I am forwarding this email to you today as I have not received any feedback since the 23-jan 2018.

I had the to deal with the unfortunate situation of my brother being hijacked on the 20 December 2017. This is an incident nobody ever wants to envision happening to them or anyone close to them. I think when insurance is taken this is the moments we trust they would step in and we have peace of mind that all we need to do is deal with the emotional aftermath of the incident and they will take care of the possessions that have been damaged or loss.

Well let me tell you that is not the case in my current experience. My car was recovered on the day of the hijacking with some damages. The matter had been reported and my car was impounded. On the 27/12/2017 I was asked to remove the car from the impound I had notified my insurance company on the removal and they had arranged for the car to be towed from the impound. I was told it had been taken to Renew-it, Greenstone I called the panel beater to follow up on my repairs to my surprise they did not have any reference of my car being with them. I then called the investigator in the case he insisted the car is at Renew-it, Greenstone. As you can imagine I started to panic and my trust in IWYZE began to fade. After some time the investigator called me back and said that the car had been moved to Renew-it Edenvale.

On the 11/01/2018 the Renew-it Edenvale had called me to request that I come and check the status of the car before they go ahead with the repairs, now this is the shocking part! I arrived and the panel beaters and my car was standing in an open yard (not sheltered) I immediately saw that my wipers have been removed and my car had heavy hail damage. On the 27/12/2017 myself and the gentleman that towed my car took pictures of the car before he took it to the panel beater, the car had damages but mostly on the under part of the car the bumper was scratched and other minor damages. Let me inform you I have a 2016 Polo 7 TSI It will only be 2 years old so before this incident as you can imagine it was in mint condition. To my horror when I saw my car in that yard the condition of the car has vastly deteriorated! The car is now extensively damaged in comparison to the 27/12/2017. One of the obvious damages is hail damage which when I brought it up I was advised that they will not cover the hail damage as part of the claim as the car came to them like that which is a lie (we can all remember the hail storm on the 30/12/2017). After I've pointed out multiple other damages that were not present when the incident occurred as you can image I am furious and highly disappointed. At the end of the day we work hard to obtain and keep our possessions in good condition and in fact that’s why we take insurance to insure that we can maintain that level of care.

This matter is being treated like a favour to me when in fact I pay an exorbitant amount for this service religiously every month without fail. Now that the vehicle is in your possession I have to pay for a job that supposed to take a week is now going over a month. I do not have a curtesy car because as pointed out I pay an exorbitant amount for insurance so now I'm left inconveniently without a car and no communication or assurance that my car will be back in my possession anytime soon!

The matter in which my case is being handled seems like my insurance is doing me a favour. I can easily remove that burden from your shoulders as soon as you fix my car.

It appears that in this contrary everyone is out there to pray on who they think is a weak target. I would like to caution you against it or it will be taken further.

Very very important to note that I will not be paying your panel beater any excess because they intentionally sabotaging my car for no reason or maybe self-gain.

0
Replies (3)
iWYZE
iWYZE's reply05 Feb 2018, 10:27
Official

Dear Client

We regret to learn that our service has disappointed you. Kindly allow us some time to investigate the complaint and feedback will be provide to you shortly.

Regards

The iWYZE Team

iWYZE
iWYZE's reply07 Feb 2018, 11:24
Official

Dear Monique Mangale

Numerous attempts have been made to contact you regarding the status of your claim.

Please contact the assessor Laurence Coetzee

Regards

The iWYZE Team

MM
Monique M's update20 Feb 2018, 15:23
Reviewer Update
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!