Annual increases = terrible service

I had the misfortune of putting trough a claim on the 8th of May, I spoke with a consultant who told me the claim will be placed under breakages then I received a message the next day to take my car to Auto Magic in Centurion for assessing purposes which is the last time anyone from Miway contacted me with regards to the claim.

I called on Friday at midday for feedback regarding approval of the claim, I was informed that the claim had been approved 2 days prior for a panel beater in Midrand and the excess for the claim was R4680, the call ended and I decided to check my policy schedule and I could not find any information regarding the excess for a breakage claim, I called back and asked for an explanation as to why the term breakage does not appear on my policy schedule. I found the agent’s explanation more confusing and when requesting more information the agent became frustrated and threatened me by changing the claim to single vehicle claim which incurs an extra R2000 excess. I asked to speak to a manager to address both consultants dealing with my claim.

I called again on Friday evening to ask for a list of VW approved panel beaters in Menlyn, I did not want to travel to Midrand to drop the car off, and I also wanted feedback as to why both my premiums and excess are raised year on year, another issue I have with your company given how high my current premiums and excess are(to be even higher in May). The consultant informed that she will send a mail to the assessors because only they have a list panel beaters.

Once again on Monday I had not received any feedback, I called after 13:00 spoke to consultant who informed me that at 08:45 that morning the panel beater had been changed from one in Midrand to one in Centurion (How could this not be done in the first place?). I received an text and email afterwards informing me of the change and the excess which was now R6680. I called back to speak to a claims manager and was informed that the error came from the original consultant and not from the consultant who had threatened me with the exact same scenario on Friday.

Now, since I have spoken to Kabelo with regards to what’s going on and he has rectified the excess issue, I still feel the need to write this complaint because I have never in my life experienced this kind of customer service with regards to a claim in my life and I have had an insurance company lose my car when it was being transported to a panel beater.

I would like to know what will be done to rectify this treatment, as I said I spoke to Kabelo on Friday and still nothing changed with regards to Miway’s service delivery.