ACCESS FEE RECOVERY

I am writing to express my disappointment with the service I have received regarding my recent claim. My car was bumped from behind on 12 June 2026. I submitted my claim, and the driver who caused the accident confirmed that he does not have insurance and agreed to pay the access fee once MiWay contacted him.

I paid the access fee as required, with the understanding that MiWay would recover the amount from the other party and refund me. Since my car was repaired, I have made several attempts to follow up with MiWay regarding the refund. I was advised that Zandile, who was assigned to handle the recovery from the other party, was on leave. I continued following up and was later told that she was still unavailable. I was assured that the matter was being worked on, but I was also told that recovering the money could potentially take up to three years. What is particularly disappointing is the lack of communication and updates regarding the progress of my case. If the recovery process can genuinely take that long, I believe I should at least be kept informed of what steps have been taken and what the current status of the matter is. I have been a MiWay customer for almost three years, and this was my first claim. I have always trusted the company and even recommended MiWay to my daughter. Unfortunately, the way this matter has been handled has left me extremely disappointed and frustrated.

I would appreciate it if this complaint could be escalated and if someone could provide me with a clear update on: The current status of the recovery from the other driver. What action has been taken to recover my access fee. The expected timeframe for my refund. Who is currently responsible for handling my case while Zandile is unavailable.

I understand that recovering money from a third party may take time, but I do not believe that customers should be left without proper communication or meaningful updates. I look forward to receiving a clear response and resolution to this matter.

Mushidi.