Bad service

<p>Good day </p> <p> </p> <p>I am extremely frustrated and unhappy with the way my claim was dealt with by Miway.</p> <p> </p> <p>My claim was rejected in a manner which I feel was very unfair and unprofessional.</p> <p> </p> <p>When I felt my claim was being dealt with unfairly I complained and basically was told that my complaint is not valid based on your policy. I also requested that a different claims handler deal with my claim as the attitude from JP and the accusations he was making seemed as though he had already made a decision on my claim before it was even presented.</p> <p> </p> <p>When I initially logged a complaint I received a call from JP advising that he had received my complaint and he advised that my complaint will not be looked at as I will need to go to disputes after the decision was made. He also advised that he made a decision that he will void the claim and he will tell the board to do it as well. It came across as an emotional judgment by JP as he had received a complaint about the way he handled my claim.</p> <p> </p> <p>I then sent in another complaint as this was very concerning to me. I then asked again for a different case handler and received a response from Rene Voljoen the claims team manager who said “I unfortunately do not agree with your request for someone who would treat you ‘better’ ”.(this too was before the claims outcome).</p> <p> </p> <p>Shortly after that I received a call from JP with the claims outcome stating that my claim had been rejected. I then asked for the details of the department to dispute my claim and JP said to me “ek gaan vir hulle se dat hulle moet die claim void”. This tells me I won’t even be given a fair chance to dispute my claim. He also told me that he would give me the details about who he spoke to after I receive the claim outcome but when he called and advised my claim was rejected he told me he cannot disclose the information (why be dishonest in the call after my initial complaint?).</p> <p> </p> <p>Also with regard to your policy as I was advised in the email sent by Rene “the persons interviewed are protected” therefore Jp cannot disclose any information received by them with myself. Yet when JP called and gave me the claim outcome he proceeded to tell me what my girlfriend had said. He was specific to what my girlfriend had said, how is this protecting her? </p> <p> </p> <p>I feel that the interview was not specific in asking if in the last month I was the regular driver. Please bear in mind that prior to taking out my insurance with Miway I had been the regular driver of my car however, I made the decision for my dad to be the regular driver as I travel to work during the week and he uses my car to drop me at the station everyday for work and I then take the train, the car is then in his possession for the remainder of the day and he uses it throughout the day during the week. I drive the car some evenings to church and mostly on the weekend. This makes him the regular driver. I am listed as a driver of the car therefore have every right to use the car whenever need be but again I reiterate that my father still drives the car more than I do especially in the last month.</p> <p> </p> <p>People who were interviewed would have obviously seen me with the car as I do drive the car as stated above. Unless people stood outside from start of day to end of day they actually be able to see who the regular driver was. Also I have only been with my girlfriend for two months I do not see her everyday of the week it is only on the weekend as I stated I use my car on the weekend. She also has her own car and at times she would come to me and we would not make use of my car but hers on these occasions. She also advised several times in her statement she is not sure about exactly when I use my car because she is not with me during the week. She also did not know all the details of how I get to where I need to be for example church practice, sometimes I even use my parents car or my friend would fetch me. Would this not make my father the regular driver? </p> <p> </p> <p>At no point was my father who is the regular driver contacted or questioned around any of this. Would it not make sense to have questioned him as you questioned me and everyone else?</p> <p> </p> <p>One of the people interviewed actually came to me to tell me that JP had questioned them and he advised that he had told JP that during the day he is at work so he would not know what happens during the week and that he only sees me driving on weekends, again which I am allowed to do.</p> <p> </p> <p> </p> <p>So now I am sitting in a situation where Miway will not cover the cost of repairs and I now need to pay to get my car back. The decision made I feel was based on emotion by JP after I had complained also I feel that maybe because I had only had the insurance for a month that it may not have been dealt with fairly. Maybe also for Jp’s own personal gain it is better for him to void the claim.</p> <p> </p> <p>I was only ever asked once by JP how the accident happened and then the rest of the investigation was about the regular driver and that seemed already like he was looking for a way not to cover my claim.</p> <p> </p> <p>There was also a conversation I had with JP after he had done the independent interviews where he told me not to be surprised if I see him pop out anywhere to see who drives. I do not have the car so how does this even make sense? I felt harassed and when I voiced this in my initial complaint I was told basically that my claim about this was unjust.</p> <p> </p> <p>I feel the way my claim was handled was unjust.</p> <p> </p> <p>I cannot believe the service I have received from Miway who claim to be such a good insurance company on all their adverts I see on tv and all around. I thought I could trust you as a company but clearly if you claim after a month you will not get covered. </p> <p> </p> <p>Very bad service I hope that someone will come back with an appropriate response to my complaint. I say now I DO NOT EVER WANT TO DEAL WITH RENE OR JP AGAIN THEY MUST HAVE NOTHING TO DO WITH THIS GOING FORWARD.</p> <p> </p> <p>If I do not get a satisfactory and fair response I will be taking this further!!!</p> <p> </p> <p>Kind regards an unhappy customer. </p> <p> </p>