Claims process

I called on behalf of my brother as I am mandated ,to query why a specific portion of his claim was not considered, especially since the matter was pushed through Emergency Assist even though the proximate cause was lightning. I was assisted by Treasure and from the very beginning it was clear he had no intention of genuinely helping.

Instead of applying basic first-call resolution, Treasure immediately said he would “refer to the TM and the claims handler” but added that they had already left. I questioned how a department can function without a team manager on duty, especially when first-call resolution is supposed to be part of their service.

He placed me on hold , clearly in a panic once he realised we actually understand policy. When he returned, he read from the notes and claimed the portion being claimed for was “outside the boundary wall.” Not all of it is. I explained this and asked about the part that is within the boundary. He continued arguing, as if we don’t know our own property layout.

I then questioned what type of *********** assessors MiWay uses if they cannot distinguish between what is inside and outside a boundary wall. They are welcome to reassess.

Treasure then insisted on directing me back to MiHelp / Emergency Assist because the claims department allegedly advised that the loss “does not fall under the claim.” This is exactly why I called in the first place , to understand why a lightning-related claim was pushed to emergency assist instead of being processed as a normal claim. I again requested to speak to a team manager.

After unnecessary back-and-forth, he finally agreed and placed me on hold for six minutes. He then came back to say that no TM was available. I said I would wait, and then he returned saying they would “appoint another assessor.”

Why did I have to argue, explain basic procedure, and practically beg for assistance just to be told something that could have been done from the start?

What is going on at MiWay? Is this the standard of service your claims department delivers? You should know that the success of an insurer is built on how well claims are handled , whether approved or declined. Yet I had to fight for the bare minimum.

This entire experience was unprofessional, frustrating, and completely unnecessary. A simple reassessment or a direct transfer to a team manager should have been the first step, not the last.