Absolute poor service

I have registered two claims for hail damage on two different vehicles with Miway in early January 2018. The assessments were done on both vehicles and the claims approved. The brief was clear and the assessor and i understood each other...... well this is what i thought. The first vehicle, a Nissan NP 200 was sent to a panel beater in Pretoria. At first i struggled to get any feedback from Miway while also trying to contact the claims handler Lisa Tshangela, on ********** 910 or ********** as stated in one of her e-mails to me.

My reason for trying to contact Miway was to understand why the specific panel beater was chosen and to request if there were not any panel beaters in Centurion as this is closer to my residence. After a couple of days i decided to use the chosen panel beater as i have limited time to get the vehicles repaired. I never received the feedback from Miway in this regard. Eventually a day or two later i decided to try and call another number at Miway to see if i can get through to anyone. As i got hold of someone in the call centre i requested to speak to a manager. I was referred to a team leader or supervisor who called me back and not a manager as requested.

The first vehicle was attended to and a very good job was completed by Eljoney Panel beater and in particular the workshop manager JJ. To my disappointment, when i collected the NP 200 i inquired to book the second vehicle which is a 2016 Hilux 2.8 GD6. The panelbeater told me that Miway cancelled the instruction for the vehicle and thus no parts were ordered.

I raised my concern with Miway once again and later that day Eljoney called me to say they received the claim for the Hilux and they can now proceed to order the spares.

Now the hail damaged the bonnet, roof, fenders, roof and roof strips. I was told that it needed to be replaced by the assessor. I booked the vehicle in at Eljoney a coupe of days later from where i again received excellent service.

Today 22 February when i collected the vehicle, i found that the job was not done to the specification discussed with me by Miway. Eljoney did what was asked of them and really did a good job but..... The roof strips that is damaged by the hail was not replaced as the wrong part numbers were given to Eljoney. They replaced what they was asked to, which is the two rubber strips on the roof...as if this can be damaged by hail....it is rubber for heaven' s sake.

The two BIG roof strips with the black trimming right next to the rubber strips was not instructed to be replaced.

Miway also agreed to replace the windscreen which did not happen. I was pulled over by the Metro today, and was given a warning after i had to explain that i just fetched the vehicle and the windscreen was supposed to be changed.

I am very disappointed with the service level in general from Miway and my recommendation of this insurance company will probably be influenced. This was probably the poorest service that i have experienced from any company.

My windscreen still have to be replaced which was part of the original scope and i bet they will push for another excess amount. This will be ********* as it should have formed part of the original claim.

Further to this, the panel beater managed to repair the vehicle' s bonnet and fenders without replacing and painting to maintain the original state. This leaves me no choice to doubt the capability of this company in this industry.