Subject: Re: *** / ***

Good day Boitumelo for Fezile

I realized that I do not have Fezile's email I instate have yours due to the fact that you were the one who was dealing with my claim before it was handed to Fezile whom I don't have his email address.

This email serves as a follow up to my claim regarding the fridge that was delivered on the 10/12/2020.

Background

I logged a claim with you around the 20th of October 2020, of an LG fridge and washing machine which were both damaged by the constant power outages we were in my area during that time. Subsequent to that assessors came on the 28th, after I had written a follow up email to check on how far the processing of the claim was. The fridge was assessed at my house and the washing machine was collected to be assessed at their warehouse. Assessors then advised that the insurance will call us to give feedback on the assessment results, three days after the assessors called and notified me that they will be bringing back the machine of which they delivered on the 2nd November 2020 I then asked what was the damage, they once again advised that the insurance will call me. Three weeks lapsed without hearing anything from the insurance, I then decided to call to make a follow-up I spoke to various people on different days I therefore do not have names of the people I was talking with. After intensive follow up it was then where I was advised that the fridge transmitter is damaged and that there was nothing wrong with the washing machine. I argued that as the washing machine was still giving the error code/ sign it had prior to being collected by assessors. Then it was arranged for the machine to be collected on the 7th December 2020. Subsequent to that Fezile called to inform me that both the fridge and the washing machine will be delivered, I then sought confirmation from Fezile on whether they going to deliver the same spec of both my fridge and washing machine and his answer was yes. The next day new world called I was talking to a lady called Maureen, she confirmed what Fezile had told me a day before that both the fridge and machine will be delivered again wanting to make sure I asked her the same question I asked Fezile of them delivering the same spec of both the Washing machine and Fridge and her response was yes. The 10th came as we had agreed with Maureen both the fridge and Machine were delivered, i was in a meeting at the time of delivery my husband then received the driver , the driver unpacked the things and assembles the machine which my husband was very grateful for , however as he was about to assemble the fridge my husband called me after the fridge was taken out the box to come and verify if the fridge is the same size as our , I went to check and the fridge was indeed smaller than the one we had , I asked the driver to return with the fridge he advised that he can't go back with the fridge and that I should rather call my insurance or New World. With immediate effect I called iwiyze and that they advised that they will call me back as they need to enquire with the New World after they have spoken to Maureen will call after investigating what had happed. A week lapsed with no feedback from iwiyze, I then called again on the 21st December 2020, and I was once again promised a call back to date I have not received any correspondence from iwiyze.

I must say it is really with great sadness and frustration that I find myself writing this email. The manner in which my claim was handled by iwyse is really disheartening to say the least.

Please look into my query and treat it as a matter of urgency considering the time it took to be resolved. I look forward to your reply and resolution to my claim.

Kind Regards Innocentia Hloshe ***