Bad service

Hi all.

I started with Miway insurance in 2015 , I paid all my premiums on time. I was involved in an accident in March 2018 which was not my fault, they paid out my claim. unfortunately I had another incident last Month which was also approved without any hassles.. My issue is not with Miway paying out the claim it’s about their service. With the first incident they told me they were going to reimburse my excess if they could claim successfully from the third parties insure, up until today no one got back to me regarding that, every time I call they give me the run around story. With my new claim I was told about an additional excess that I need to pay , which I was not told about when I first join them. according to my understanding the sales agent that closed the deal in 2015 was supposed to disclose. I told them that I refuse to pay that excess cause I was not informed. I requested for the sales call but no one is getting back to me. my car is almost ready for collection from the panel beaters and they haven't come back to me. I am tired of calling and emailing coz no one response. I worked for an financial institution before and it doesn't take month to send a client a recording.

Miway is leaving me with no other choice but to take this matter to the ombudsman . Because I will not pay for something I didn't agree on, most clients don't even read there documentation , therefore there is sales agents to disclose all important things about their policy, and don't mislead or give false info just to seal the deal.