BEWARE: MIWAY'S UNILATERAL CHANGES TO MATERIAL TERMS OF THE POLICY

When it comes to making unilateral changes to insurance policies, MiWay takes the cup! I've been insured with them for over two years (since June 2017) for car, home contents and cellphone insurance. With each annual renewal of my policy, MiWay UNILATERALLY increased the excesses payable (excess in respect of the car itself, excess for window glass replacement and the additional excess payable in the case of a single vehicle insurance). They also increased the insured value of my home contents by R9 000-00 each year and increased the value of my cellphone insurance during the first annual renewal, without me having requested them to do so and obviously to justify increasing the premium payable in that regard.

Due to this busy life, I did not allow myself time to scrutinize the updated policy documents when I received them on every anniversary and therefore did not notice these changes. I only became aware of them recently when I decided to review my policy. I lodged a complain with MiWay and the consultant who contacted me explained that it is normal practice within MiWay to increase the excess every year, and that this is communicated to customers when they take up their policies (I do not recall being told this and would definitely not have taken up their policy if this was communicated from the beginning. My car excess has always remained the same from the time the car was still brand new and even when I switched insurances multiple times). I'm not even going to bother talking about the lame excuse given to me for the unsolicited increase of the insured value.

Whilst it is a norm for insurance houses to increase premiums annually, I find it absolutely ********* of MiWay to change the excesses and insured values without receiving an express instruction from the policy holder to do so. By sneaking in these changes, MiWay is taking advantage of the fact that most people do not have the time to scrutinise the amended policy documents when they receive them and is probably profiting hugely from this.

A basic principle of the law of contracts is that one cannot make changes to a contract without the other party's consent as a contract is meant to embody the agreement reached between the parties. MiWay clearly does not appreciate this principle. MiWay has reminded me of the importance of making time to consider updated policy documents as soon as one receives them and to take immediate action where there are concerns.