Worst Customers Service - Claim Rejected due Lazy *********** Customer Service and Claims Consultants

<p>My dad has been insured with iWyze for over 4 years now - never missed a single premium without a single claim to his name. He, unfortunately, is a blind loyalist to Old Mutual and has since seen how *********** iWyze staff members are including Old Mutual as a whole.</p> <p> </p> <p>My dad was hijacked last year 2016 and was beaten to an inch of his life - fortunately for us he survived the attack but the car was taken including all his valuables including his phones (obviously). While trying to recover from the shock of nearly losing his life (he was off work for a good month) he logged a claim with iWyze. During the process of the claim he called and informed the consultants that his number had changed and accordingly requested that he be contacted on the alternative numbers he provided. </p> <p> </p> <p>A month passed - no correspondence from iWyze. My dad called on various occassions to find out what is going on with his claim. The customer service consultants and claims consultants informed him that his claim has been rejected because they could not get hold of him. He informed them - AGAIN - that his contact details have changed and provided the alternative numbers he provided previously. Another few weeks passes, he calls to find out what is going on and was informed AGAIN that they could not reach him on his cellphone number. He informs them AGAIN AND AGAIN that he provided alternative contact numbers - he provides these numbers again. No one calls him to follow up on what is going on. He calls again and was told that another assessor will be appointed to assess his car (only God knows what happended to the first assessment..!!). Months later he is still waiting for the so called assessor to be appointed.</p> <p> </p> <p>I am shocked at hearing that months later this claim has still not been finalised. I took it upon myself to do the follow ups. I call iWyze and speak to a guy named Chad. I ask for a reference number for the call but he says there is none. I relay the history of the claim and he advises that the claim was REJECTED. I ask WHY he says because the claims consultant was not able to get hold of the customer (my dad). At this point I am furious and inform him that my dad has called customer service to update his contact details on the system and THEN informed the claims division that his contact details have changed. Chad informs me that he can't assist but he will escalate this matter to his manager. I have still no heard from anyone from iWyze including this Rowan Foneling I keep hearing about who clearly seems to be a unicorn or some mysterious creature than a real person.</p> <p> </p> <p>I call again and I received Palesa Ketsana from customer service, I informed her of the history of my dads claim. Requested that she advise if his contact details have been updated and LO AND BEHOLD she provides me my dads OLD CONTACT DETAILS. I inform her that these details should have been updated months and months ago and I also inform her that I spoke to Chad and requested that he note my dads updated contact details on the system. She rudely informs me that there is nothing she can do. I ask her if customer service is what they should be doing why has my dads details not be updated. She rudely informs me to speak to the claims consultant annd is adamant that the details have not been changed - as if somehow that is our fault. </p> <p> </p> <p>I then ask who the claims consultant is and she informs me that a Bulelani Tshukufe is the claims consultant and if I have isssues I should speak to him. She puts me through to Bulelani. I give him my dads claim number and relay the gory details of the absolute incompetence of the iWyze staff in not updating my dads contact details and not trying to get hold of him. He rudely informs me that my dads contact details were never updated. I inform him that my dad has firstly gone through a traumatic hijacking experience, I further inform him that he has called on various occassions to update his contact details. He rudely informs me that he cant do anything about the fact that he was never able to contact my dad hence his claim was rejected. I informed him that this is not the case because my dad had called on various occassions to update his contact details after he had done his first assessment with the first assessor last year. He rudely and uncaring insinuates that we are lying and my dads contact details were never updated. I inform him that I SPECIFICALLY CALLED AND SPOKE TO CHAD. INFORMED CHAD THAT THEY MUST PLEASSSSSSE UPDATE MY DADS DETAILS AND DO SOMETHING ABOUT THIS MESS UP - WHICH IS NOT MY DADS FAULT. He has been waiting FOR AGES to get feedback from iWyze which never comes. I GAVE CHAD MY DADS UPDATED CONTACT DETAILS AND INCLUDED MY NUMBER AS WELL...! Bulelani rudely tells me that this information is not on the system and the claim has been rejected. I requested to speak his manager as Chad had undertook to open this claim and escalate to his manager. Bulelani, with his *********** self with a big attitude tells me I cant speak to his manager. I ask for his managers email. I then ask that he provide his full name and surname and he tells me he is the only Bulelani and his surname is not relevant. After telling him how rude he is he provides his full name and surname.</p> <p> </p> <p>Bulelani has been the most condescending individual I have had to deal with regarding my dads claim. He has clearly been rewarded for rejected claims by lying about not being able to contact the customers. I am absolutely appalled and irritated that no care and consideration is being given to customers and these **** claims consultants find every excuse to reject valid claims in order to get all the glory in saving iWyze money. Clear there was no wisdom in taking a policy with iWyze. I am escalating this issue to the Ombudsman..!</p> <p> </p> <p> </p>