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maria M

1 reviews | Active since Jan 2013

12 Apr 2019, 17:23

BAD SERVICE

I moved my insurance to Miway in December 2018, I was paying about R2600 monthly premium on insurance with zero access on any claims. I contact Miway for an insurance quote because my current premium was getting expensive so I wanted to rather have a cheaper premium and an access. So Miway offered me an insurance for about R1880 monthly with R5000 access on claim. I was happy and took out the policy.

I had a pump on the 1st of April 2019 and I put in a claim online on the 3rd, took the car for assessment on the 4th and the total cost was just above R6000.

So I waited for feedback and nothing, so I logged in online just to see if they were busy with my claim, to my surprise the claimed was closed.

I called Miway for clarity and they told me the claim was closed because my access was more that the claim amount. So apparently there is an additional access of R3000 if the incident/accident did not involve other people/cars. I was not aware of this additional access and the consultant (Vhongani Mashimbyi) insisted that it was mentioned on the sales call.

So he said he will request for the sales call and will advise me once he has listened to the call (that was Friday the 5th of April). Monday the 8th I followed up again because no one will actually give you feedback unless you call them yourself. So the consultant advised me that the additional access was disclosed to me on the 57 minutes’ sales call, which I still disputed. I requested the sales call to be send to me and until to date I haven’t received the call which Vhongani Mashimbyi promised to send.

I was actually warned not to move my insurance to Miway and I thought I would give them the benefit of the doubt, and clearly they have proved me wrong.

So I grateful that I have experience so pathetic service with just a minor claim, it could have been worse. I’m happy to say I will be moving on…

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Replies (2)
MiWay Insurance
MiWay Insurance's reply15 Apr 2019, 07:49
Official
Thanks for taking the time to write to us. We have passed your feedback and your details on to the right team. They will get to the bottom of what happened and get in touch with proper feedback. In the interim, we would like to apologise for any hassles you have experienced!

Best regards,
The MiWay Team

Best regards,

mM
maria M's update06 Jun 2019, 12:46
Reviewer Update
I'm really disappointed about how my claim has been handled, on the 3rd of May 2019 I send an email to the claim handler Vongani Mashimbi to go ahead and authorize my claim he called me back few minutes later to tell me that he will do so and that the penal beater will contact me to arrange an appointment and so forth. Few minutes later I received an sms confirming that the claim has been authorized with the penal beaters details. So I waited thinking perhaps they still ordered the parts and will contact me when the parts are available. So I waited and didn't mind actually because I could still drive perfectly. Three weeks later I emailed Vongani again that I haven't received any contact from the penal beater still maybe they have forgotten about me or just to advise me they still haven't received the parts whatsoever just to put my mind at ease. So I feel like Vongani also failed me because as the claim handler he should have followed up with me just to check if they had contacted me or not, and just to check if everything is going accordingly. Only after I have send an email to him (on Thursday the 16th of May) raising my concerns, I then received a call from the penal beater and they booked the car in for repairs for the 21st of May. Vongani did not even bother to find from me if I needed a courtesy vehicle or not while the car was going in for repairs. So when I took in the car for  repairs I was advised that the repair for the vehicle should take about 8 days. My assumption was since the claim was processed about 3 weeks ago the penal beater have the parts already and it only make sense to book in the car when the parts are ready and since the car was in a good state to be driven still.  I called the penal beater on Monday the 3rd of June  and they told me the car should be ready by Wednesday the 5th. Today is the 6th already and I still don’t have the car and no one has bothered to contact me. I tried calling Vongani this morning just before 10am and I spoke to Rienier Du Bruyn he told me Vongani was still busy on another call I explained to him my problem he said he will call the penal beater and either Vongani or him will call me just after 10am for feedback. I AM STILL WAITING. What do I need to do to get service from this people. I NEED MY CAR BACK.