Bad Service and Handling of Complaints

On the 05th of August 2017, I had a conversation with Penelope Shabangu, who has never taken the initiative to call me and provide any information pertaining to my claim. After I had taken the initiative to call and provide her with my case details she stated that I was required to upload photos on the Miway app, which I immediately downloaded. I failed to find the option to upload photos and therefore sent the required photos to **********

I had already booked to have the vehicle assessed and she stated that photos would suffice the claim. On the 06th of August 2017 I received a call from an Assessor stating that she had not received my photos and I stated that the photos had been sent and I received an automated email response that the photos had been received. She then stated that the photos were not sufficient and I needed to take my vehicle to an assessment centre. I had already made a booking which I had already made. The assessor stated that the place had been suspended, my argumeent is that, how does the system allow you to make a booking at an assessment centre that no longer works with Miway? Suspended could be the name of the place and hence, I had selected the booking there booking there because it is in close proximity to where I work. She then cancelled the booking and stated that she would arrange for my vehicle to be towed as I stated that I was not comfortable driving due to not having a side mirror on the right. Had I agreed she would have included towing fees to my claim.

She then made a booking for me at RARC where I immediately went. Still no follow up with Penelope.

I then tried calling Penelope on the 09th and her phone constantly goes through to voicemail and sent a mail regarding the progress of the claim and she stated that she was still waiting for the assessment to be attached to my claim. I still did not receive any feeback from her on the 11th of August 2017 and tried contacting her on the 12th of August and was assisted by Mfuneko who then stated that everything was finalised and I needed to send a sketch as to how the accident occurred, which baffled me because I had done all of that at the police station, However, I sent the required sketch.

Penelope contacted me few minutes later stating that the claim has been approved and the value of the damages is R20 373.05 and the Excess: R18 150.00.

I have sent her an email twice asking her to send written corresponding stating the amount as I am disputing the amount and I feel that the policy is condradictory and the app as wel because the app provides a different amount for excess. also feel that the product was missold to me and even the analogy used to explain the 10% is quite illogical. I have been speaking to Dudu Maluleke who stated that the excess amount would not change. I feel that the product has been mis-sold. Dudu also stated on our telephonic discussion that had the damages been approximately R8 000 I would have to fix the vehicle myself. I feel all of that was not mentioned when the product was being sold to me. Had the correct rationale been used to explain the excess amount I would have not taken the product with miWay.

I requested the assessment report and some of the items included are not even damaged by they have been included on my claim which also does not make any sense to me

I feel that I am currently paying more than R1 300.00 for a product that would only cover me for theft and if my vehicle is a write off. I think that the product was sold incorrectly and TCF was not app****.

On the initial sales call the agent also stated that my premium would be reviewed after a few months and someone would contact me to decrease my premium, which has not been done.

The idea of insurance is to put you at ease should such occur, but miWay has caused more financial and emotional damage to me. The excess is ridiculous and it should be reviewed.

A complaint was also logged and no one has contacted me. I have incurred more Financial and emotional damage due to miWay and my debit order is scheduled to go off in the next two days and no one has offered a solution for my problem.