2 stars — great for years, then the service collapsed (2018–2026).

I was with MiWay since 2018 and used to recommend them because the service was fast and efficient. Unfortunately, that’s changed drastically.

On 9 Jan 2026 I requested a review of my car insurance policy. After that, it was weeks of frustration: I tried the chat five times, but responses were so slow that chats disconnected and I’d get passed to a new agent who couldn’t see the previous conversation, so I had to repeat everything from scratch.

I then requested callbacks and asked (in writing, twice) to be contacted in the afternoons, but they repeatedly called in the mornings.

The final straw was the retention call. One agent, Kgomotso, was genuinely helpful and almost changed my mind about cancelling. But after being transferred to a “senior” retention agent, Jabu, the tone shifted to excuses about staffing shortages (She detailed how they are short-staffed and they have had to cut resources and have been impacted, hence the slow response...etc.) and I was told I was being “unreasonable” for not accepting poor service. That lack of professionalism made me cancel all my policies.

What’s frustrating is that when I recently signed up for life insurance (which I'm now looking to cancel), the sales experience was excellent, which shows MiWay can deliver when it wants to. But support and retention were the opposite.