Claim Delays are Costly, Very Unhappy

Still Waiting

Morning, its a new day, are you sure its been escalated? It feels like you need an escalation for yesterdays escalation.

Still very unhappy that my rental will be returned and I wont have a car becuase MiWay could not instruct the panel beater to release my vehicle last week Thursday. This has wasted 7 days of my car hire and no offer to extend the car hire either.

Good Afternoon, i was called a few times today but still waiting for someone to resolve my matter

Good Day, on 31 October 2022, we found a way forward although I still don't have my car, I'm hopeful for today. It took 7 days of me waiting, and a further 7 days to have the matter escalated to this point. Thats 2 weeks of wasted car hire.

I had to project manage my matter with your claims personnel daily as information from your system is not sent to customers, we have to call in a few times a day to get updates and notes that have been entered. My complaints got me a customer service person who called me in the morning and evening to help update me and send call back requests. This I was already doing myself but perhaps it added some pressure.

Your automated vehicle notification system does not work as I did not have any panel beating or spray-painting on my vehicle but yet according to your system my vehicle had to pass these stages.

I communicated with the panel beater and looked for ways to speed the matter up and at my own cost, I purchased the mag wheels for my car and delivered it to the panel beater before receiving confirmation that you would pay me back. All this to get my car as soon as possible becuase the vehicle hire was only for 30 days. You assisted by extending the hire for 3 days and again for an additional day. The rental car must be returned today.

It took longer than 30 days to replace some suspension parts and fit 1 tyre and 4 mags wheels.

The panel beater told me that my car would be ready yesterday and at mid day you sent an SMS confirming that it was in detailing, a fancy name for a car wash, and final check-up. Between 12 and 5pm I called them over 5 times and could not get hold of the lady managing my vehicle. No communication to explain the delay.

Because you have a select number of panel beaters who are obviously sent too much work from yourselves, in future it would be best for me to get a pay-out and resolve myself. My mechanic would have done everything in the assessors report in about a week.

The delays at MiWay was caused due to communication between your assessors and claims managers. The person in charge of my claim could not give me information and could not call me back becuase he had nothing to share, he was waiitng on an assessor to give information and authorise the decision to purchase the mag wheels myself. You should consider fixing your internal communciation if you want happy customers. Alternatively employ more assessors if the ones you already have dont have time to assist your claims personnel.

This is not my first experience with MiWay that has resulted this way.