Terrible Service in a 3rd Party Claim!

A client of Old Mutual Iwyze bumped into my car in September 2021. I decided to claim from her insurance. Initially it was hard to get a hold of someone who could explain the entire claims process to me. Once that dilemma was sorted out, all the necessary documents pertaining to the claim, were finally sent and uploaded in November 2021. Almost every 2nd week, we would send out an email for an update. The consultant assigned by Iywze (from Quest Claims) told me that he was waiting for a response from Fixico. Eventually, after several calls, asking to speak to the consultant who is dealing with the claim, we were told that he had moved on to a different division and that my claim had not been passed on to a different consultant. This is very bad service.

A new consultant from Iywze /Quest Claims was assigned in March 2022. But still, very little has been done to communicate with me in regards to where they are in the process. This new consultant told me that they are only able to do the pay-out option, which is not the option we chose. I was also told that they will only pay-out one of the smaller quotes based on the pictures uploaded on Fixico's website. Old Mutual Iwyze is also not sending out an Assessor to check the damage to my car. They will only deal with the x3 quotes they received even though the quotes differ vastly. Two companies who submitted quotes did not do a comprehensive check on the vehicle and this was communicated to Old Mutual Iwyze. The 3rd company made a proper assessment of the damage and we want Old Mutual Iwyze to send out an Assessor to check the reasons for the discrepancy. It is most frustrating as a low payout amount will only fix cosmetic damage and not the other serious damage to the vehicle.

Last Friday, 18 March 2022, I asked the Old Mutual Iywze client (who bumped into my car) to contact the Consultant and follow-up for me. This consultant claimed that the Natis Vehicle Registration document was outstanding and that we chose the Payout option and that the Consultant would contact me and send me documents to sign that states we chose the repair option. We already indicated in writing in November 2021 that we choose the repair option and submitted the Natis Vehicle Registration document.

The service related to the claim is extremely poor. I cannot recommend Old Mutual Iwyze. Consultants need to communicate more openly and regularly with their clients and clear documentation needs to be developed explaining the process of 3rd party claims. Assessors need to be sent out to check damage to vehicles as some quotes only give an estimate for partial repairs.