Begged for service from miway for 3 years

I have been a loyal client of Miway since 2018 to date, never skipped a monthly premium, always pay on time.

I logged a claim with Miway in January 2022 regarding a leak on my roof, a contractor was allocated, i was told to pay access to the contractor, as requested i payed the amount and sent the POP to the contractor. The contractor fixed the roof in February 2022.

First week of March 2022 i discoverd that my roof was still leaking. I contacted the contractor and someone was sent to come check the leak. They found my wife and told her its because of the leaves in the channels on my roof. I cleaned the channels and the roof was still leaking.

I have called miway and explained the situation. Each time i call they will tell me to hold for the relevant person, i will either hold until the phone hangs up or they will always promise to escalate the matter and come back to me. I called until i got tired. Each time their telemarketers call to offer new products, i would bust and tell them about my experience and it was just a promise after a promise.

The only time they got things right was when i had a geyser bust in 2024 february. The geyser was replaced, then they told me to rate them on hellopeter. I told them i am gonna start with the claim from 2022, then they sent a contractor out. Never had anything from anyone until 07 January 2025 when i decided to leave a call back message, i received a call on the 08 January 2025. They called me back only because they thought i wanted to take out a new policy.

When the guy by the name of Tshwarelo from claims departmet heard my story, he checked on the system and verified everything. He told me there was a report from the contractor that was sent to miway and briefly told me the contents of the report. I asked him to forward me the report, and he further promised to escalate the matter then he will update me.

To date i am still sitting with a leaking roof that i have reported since 2022. I begged and begged for service for service from miway for full 3 years. Premium going up every year, getting letters about how loyal i am as a client. Why cant i get equal service.

Anyone, please please advise🙏🏻