Claim Rejection Dispute - Urgent

<p>To Whom it may concern,</p> <p>I trust this mail finds you well.</p> <p>This mail serves as my official compliant regarding all events leading up to my claim being rejected on the 15/06/2016.</p> <p>On the 9th of May, I sent a web enquiry on the MiWay website regarding my debit order being returned unpaid and I would like to make a direct payment – This enquiry fell on deaf ears since I was never contacted with a solution forward regarding making payment Ref: ********** 36.I had not been advised how to make payment so I assumed it will be debited at a later stage evidentially this had to taken place.</p> <p> </p> <p>On the 12th of May an agent named Dineo was in contact with me and I advised that I would like to close my claim for my cars locks this was cheaper to do via Toyota – there was an attempt to break into my car. During the lodge of this claim it was brought to my attention that I had no vehicle cover on my policy, I disputed this has to the best of my knowledge I had this cover on my policy. I requested my call recordings verbally and in writing this was requested to an agent named Tina who had agreed to pull the calls, listen to them and advise accordingly. This never happened, I tweeted numerously regarding this (screen shots of tweets available on request) but issue was never resolved, despite the claim already being closed.</p> <p> </p> <p>One the 26th of May my debit order went off and to this date I had not received my call recordings (to the best of my knowledge withholding call recording are against the law) as requested weeks before – bear in mind the funds were available (I willingly made funds available so that payment would not be returned again) but my request was being ignored. I deliberately reversed payment and went on a twitter rant regarding MiWay’s commitment in collecting payment but my request made on the 10th has not being fulfilled or any feedback regarding status thereof. On the 31st an agent named Innocentia contacted me and after a heated conversation my recordings were sent to me, format needed to be changed which was requested – Innocentia listened to the calls and advised that I had told the agent at the time that I will add car hire to my policy at a later stage.</p> <p> </p> <p>To this day I had no communication regarding payment that was returned on the 9th. I assumed the resubmission date or whatever would apply.</p> <p>Murphy’s Law unfortunately happened to me as I was in an accident on the 3rd of June I was in an accident and payment had not gone thru. I called MiWay and was advised the following.</p> <p>· I do not have cover for the period in question</p> <p>· A pro rata amount of R580 will be deducted from my account and which will motivate my claim being acceptable.</p> <p>· Claim was processed and I was advised that until claim was accepted a visual assessment will be done as all costs involved will be payable by me if claim is rejected.</p> <p>· Images and bank statement was requested and this was submitted – no pro rata amount was deducted to this day (Was this a lie)</p> <p>· Two weeks had passed and still no information regarding my claim was communicated.</p> <p>· As a consumer why it is not my job to ensure that agents do their jobs.</p> <p> </p> <p>An agent named Kea then took over my claim and validation process was completed. I then received communication that my car was a right off, Kea advised that she will forward me figures and procedure to buy back vehicle as vehicle is paid off already. I was contacted by a man who wanted to arrange collection of my vehicle I advised that I will be buying the vehicle back and collection will not be needed.</p> <p> </p> <p>Kea then got in touch advising that her manager had a few more concerns regarding my claim – I advised the above and then the claim was rejected.</p> <p> </p> <p>To my frustration I feel I am a victim to MiWay agents not following thru with communicated commitments, If I received my call recordings as promptly as Innocentia acquired them as opposed to Tina who is still looking for them I would have not reversed my premium, added vehicle hire to my policy and I would’ve been covered at the time of my accident. In all this I was a co operative client in terms of my claims (I wanted to be make payment) I cannot be held accountable for my web enquiry being ignored and pro rata amount not being collected dispite it being comfimred to go off on the day of my accident 3rd June. Again then I was also advised that I am in the resubmission (I can still be covered) period which had also never been enforced.</p> <p>· My web enquiry ignored to make payment.</p> <p>· Pro rata amount not collected.</p> <p>· Premium reversed due to incompetence of staff.</p> <p>· Lead time involved in my claim being handled</p> <p>· Endless tweets regarding all of the above and confusion from all departments.</p> <p> </p> <p>This has been the most antagonising and frustrating process in my life being transferred from agent to agent having to continuously re explain this situation and having to always tweet and make compliant threats to get answers.</p> <p> </p> <p>I have been advised that I need to consult with management first before approaching the ombudsman; this is my attempt to consult management. I would like to request that my claim be reopened and reassessed.</p> <p> </p> <p>I look forward to your response.</p> <p>Regards,</p> <p>Sean Aspeling </p>