Unjust Delay in Life Cover Payout

I am writing with a broken heart because of the unacceptable delays and treatment I have received from iWyze in relation to my late mother’s life cover policy claim. My mother, passed away in June, and we promptly lodged a claim for her life insurance policy, expecting that the due process would be followed in a timely and respectful manner.

However, iWyze’s handling of this claim has been nothing short of appalling, and I am left feeling both victimized and unheard.

In particular:

1. Unreasonable Request for Outdated Documents: iWyze has requested my mother’s medical aid statements dating back to 2009. This is an outrageous and unreasonable demand given that these documents are more than 10 years old and are no longer accessible. Despite the fact that this request is highly irrelevant and unjustified, I went out of my way to secure these documents from Bonitas and sent them to the designated claims handler on November 27th.

2. Lack of Communication and Accountability: Since submitting the documents, I have received no acknowledgment or response from the assigned claims handler. I have made multiple follow-up calls to the iWyze call center, only to be told that the person handling my claim is "out of office" and that I will receive a callback. To date, I have not received any follow-up, and no one has taken the initiative to contact me.

3. Disrespectful and Unprofessional Service: The failure to respond to my emails, the continuous unfulfilled promises of a callback, and the sheer lack of action from iWyze is not just frustrating—it is deeply disrespectful. My mother faithfully paid her premiums every month, and now, when we need this policy to support us during an incredibly difficult time, iWyze seems more focused on stalling and avoiding payment than actually fulfilling their contractual obligation.

4. Financial Hardship: The delay in processing this claim is causing severe financial distress for my family. We are struggling to pay for basic necessities like food, gas, and electricity, and are facing additional pressures with outstanding debts, including our home loan. We need this payout urgently, yet iWyze has chosen to prolong the process with no valid reason.

The treatment we’ve received thus far is unacceptable and inhumane, especially given the emotional and financial strain we are under.

I am extremely disappointed in the service provided by iWyze.