Bad Service Delivery When it comes to Claiming from MiWay Insurance

Let met tell you a story of how pathetic and undermining the process of claiming from MiWay Insurance is. I have been with this so called insurance company since 1/10/2017 which is approximately 3 years. I have never missed any payment and have consistently paid and I am on their Comprehensive Car Insurance.

On the 01/11/2020 I had an accident early evening 19:25, it had rained very hard that day. I was panicking since this was the first time being in an accident. I called Miway Road assistance, thinking they will come to my rescue ASAP, mind you. I kept holding on the phone, then some one picked up. We talked and the phone got cut. I called again waiting on the line again using my own airtime. I eventually asked them to call me back no one did from road assistance. I called the emergency Miway Contact number, I spoke to some guy, told him that I had an accident and I felt unsafe where I was so I will ask assistance from the security people to escort me home because the car was drivable just that my windscreen was badly damaged and there was a small dent and scratches on the front bonnet of the car from the accident.

I drove the car to my place that evening and parked it at the garage where I reside. In the morning 02/11/2020 I went to the police station to request for the accident report cover and get a case case number. I went online on MiWay app and filled in my claim and submitted all the pictures they wanted from the scene.

I wrote on twitter (01/11/2020 - they took 16 hours to respond to me). I kept writing on twitter because they kept saying someone will call me as soon as possible but they took whole day to call me . They don't value loyal customers at all what they are good at doing is saying SORRY, thats their middle name. I eventually called them because I want to know about the progress of my claim, they never initiated calling me back updating me. I was there one who had to call them all the time.

on 03/11/2020 I asked for an update again I was the one calling, they said they are waiting for the progress report do determine the damage of the car. The person responsible for my case told me the report will be ready on 04/11/2020 in the morning.

on 04/11/2020 I called again and again wrote on twitter of what poor service delivery they have because they have given me zero feedback. Then a lady called me late on the afternoon ,she told me she will see why the assessment report has not been completed because it normally take 2 - 3 days ,then after the call I get an email :

BOOM - "We wish to inform you that the damage sustained to your vehicle is of such nature and/or extent that it is considered uneconomical to repair. Your vehicle will be moved to our salvage yard in due course"

I am asking myself, what type of profession is a person who inspect pictures from the scene and conclude without a shadow of doubt that my vehicle is ''uneconomical to repair". There has been not even one person from MiWay who came to my place of residence to inspect if the car is indeed ''uneconomical to repair" by physically inspecting the car and physically confirm this absurd statement which is unfounded.

MiWay does not want to fix my car that's why they go around throwing big words that my car is ''uneconomical to repair". They have not even told me how much it would cost to fix my windscreen and the bonnet which according to them ''uneconomical to repair". I have not received any quotes from them showing me how much the windscreen and the bonnet would cost from different suppliers for them to conclude ''uneconomical to repair".

I have paid for so many years and I am disgusted and feel ashamed to be called a MiWay client. MiWay was not there for me when I needed them the most on the day of the accident and again they are failing me as their valued customer of 3 years to fix my car.

The only justice to this case is for MiWay to fix my car and improve on their customer service. I am now inconvenienced going to work because I trusted MiWay (coming from Momentum insurance for 4 year never claimed anything) this insurance company will help me in times of need. When I needed them the most they kept disappointing me over and over again.

I am tired of insurance companies such as MiWay taking me for a ride, its all well when you paying every month but when you have to claim its a problem.