Bad Customer Service & Cover

Where do I begin? As a MiWay customer that pays her premium every month on time, it just baffles me how I can receive such poor service.

I was in a car accident on 24 November 2020. Someone backed into the side of my car because they didn't look behind them before reversing out a parking spot. Messed up one of my doors real bad. I submitted a claim on the MiWay app and a claims consultant phoned me. I told him that I want to claim from MiWay but would like the other party's insurer (Santam) to ultimately pay for the damages as the accident wasn't my fault, in my opinion. He sent me claim cancelation letter and told me to send it to the other party's insurer and then he closed my claim on the app. I tried to phone him to tell him that this was not what I wanted, but he never picked up my calls. He never even rep**** to my emails. Nothing. I tried to reach him through the call centre. Wasted my airtime because I was put on hold for so long and I never got hold of him ever again.

I sent in a complaint against him and someone else from MiWay phoned me. She told me that because the amount to fix my door is less than the excess according to my policy, that I'll have to pay for the damages myself. She also told me that MiWay doesn't interact with the insurers of other parties involved and that I'll have to contact them myself.

In pure exasperation and feeling like I have no other option, I contacted the other party's insurer and sent them the necessary documents in desperation to get my car door fixed. I don't even have much faith in them, but what other choice do I have. I'm driving around with a damaged car door because someone else was driving recklessly. And it seems like my only option is to pay for the damages myself. My own insurer can't help me.

Why am I paying MiWay every month if I'm receiving this kind of service from the personnel? And what exactly am I paying for? Please people, check the type of cover you have so that if you have to claim one day, you don't find yourself in a mess like me. The cover that I have now (MiWheels Lite) has no benefits at all. Seems like the best way to get your money's worth is to get full comprehensive cover.