Urgent Complaint – Failure to Process Funeral & Life Cover Amendment

Dear iWyze Team,

I am deeply disappointed and frustrated by the way my funeral and life cover policy has been handled.

Earlier this year, I contacted iWyze to amend my policy. The changes were confirmed during the call, yet I later discovered that nothing had been processed in your system. This means I and the loved ones I intended to protect have been left without cover, despite my good faith in your company.

Imagine if something had happened to me or any of the individuals I believed were covered, only to find out at that critical moment that we had no valid policy in place. Who would have been responsible? Who would have carried the emotional and financial burden of a funeral? This is not a minor administrative error, it is a serious failure that could have had devastating consequences.

I reached out and requested the call recording, filled in your required form, and returned it. I believe your internal review confirmed your team's failure, and yet I have not received any formal resolution or apology.

I specifically recall speaking to Mbali, who gave me the reference number ***9 and promised to follow up on my case. That follow-up never happened.

I trusted iWyze based on your strong reputation and I feel completely let down.

I am therefore requesting the following:

A senior supervisor to call me directly at ***.

Immediate correction and reinstatement of the correct policy, backdated to the date of the original call.

Access to all call recordings involving my number from the beginning of my communication with iWyze (Old Mutual).

A full explanation of what went wrong and who was responsible.

Compensation for the unnecessary stress, risk, and emotional toll your company’s incompetence has caused me.

This is a matter of urgency and seriousness.