Are you really covered with MIWAY?

Hello Peter

I am very frustrated with the manner in which Miway insurance handled my claim as a 3rd party.

Two months after buying my fiancée a 2015 Sandero Stepway 900t, she was hit at the back by a Miway client while stationary at the robots - In a nutshell my claim as a third party was rejected. Below is my whole experience with Miway before the conclusion of my rejected my claim.

1. On the day of the accident my fiancée vehicle was no longer in driving condition, the Miway client told me not worry has the vehicle owner was insured with Miway since I didn't have insurance for my fiancée vehicle yet. The car got towed tow truck to their yard(tow truck yard). Monday morning (as accidents happen on Friday) I called Miway to request about the claiming process. They send me and email of the process and documentation needed. The email also stated that they are not liable for any towing and storage cost- oh wow, okay I paid for them and got the car towed to my house.

2. After sending all relevant documentation, I received an email from Miway stating the commencement of the claim - okay fine I was at peace that.

3. Numerous days pass and no phone call no emails from Miway. So I start calling Miway's client concerning the progress of the claim. I eventually get the claim number from the client as Miway can't help you with out a claim number which I was not provided with.

3. After numerous phone calls l I eventually get a person dedicated to handle my claim. Things then start moving forward and an assessor is appointed to evaluated the damage (he tells me on the spot that the vehicle will be written off judging from his assessment), he then tell me that I should get an offer from Miway within 2 week - okay fine I feel at peace again.

4. No email no phonecalls again even after the 2 weeks pass. I then start calling the dedicated person (Her name Julia the Miway legal advisor handling my claim) which would 90% of the time go on automatic voicemail that she is not available. I would even send emails to her with my frustrations. And I would get a reply the silence again.

5. There came a time when I would be calling almost every 2nd hour as my fiancée and I would get very frustrated.

6. Eventually after calling on numerous occasions. I received an email that my claim was rejected and that I should handle the matter with the person who caused the accident. - oh wow after 3 months of struggling to get my claim.

7. I ask for the reason for the rejected claim? I get a reply stating that the incident driver is not covered. I then reply asking how the incident driver is not cover? I also ask they handle claim internally as we got all the way to assessing the car and now suddenly the incident drive is not covered? ( As I sensed that they weren't really keen on handling my claim from day one especially after struggling so much the get here).

8. I was then told that the incident driver is not covered because he didn't stay in the same household as the policy holder! Meaning if I have insurance on my car with Miway and my fiancée, friend, or brother borrows the car and somehow gets involved in an accident then they won't cover the third party claim even that person is not the regular driver and just used your vehicle for that 20mins.

9. I then asked for the assessment report for my damaged vehicle as I had a feeling that it also contributed to my declined claim, which she sent, the damage worth R126 723.14 (basically u economical to repair).

10. As we speak I'm opening legal action on the Incident driver and policy holder who thought was covered by Miway.

So I advised everyone consider my way to think twice if they think they are truly covered!