Hellopeter
Share Your Experience
N
Ndidzulafhi

1 reviews | Active since Mar 2026

09 May 2026, 14:26

Complaint

Subject: Failure to Provide Transport & Settlement – Unresolved Complaint

I lodged a formal complaint with Hellopeter on 14 April 2026 after my insurer failed to provide transportation and refused reimbur*****t. As a temporary resolution, they extended a rental car.

On 21 April 2026, my vehicle failed inspection and further parts were ordered (rear axle, LF shock, RL shock, LF hub and bearing, RF hub and bearing, LF wheel bearing housing, RF wheel bearing housing). I discovered that non‑OEM and used parts were being used for repairs. I formally complained to the insurer, requesting clarity on the brand of parts used and assurance this would not affect the market value of my car, which I intend to sell.

The insurer failed to respond within the five business days I requested, only replying after eight days. Their response was incomplete, citing Ombudsman allowance for non‑OEM parts but ignoring the issue of market value. I asked them to either replace the parts with OEM or settle at current market value.

On 30 April 2026, they insisted I collect the car despite no COF certificate or final suspension report, and while my complaint remained unresolved. On 4 May 2026, I raised the issue of rental extension, as Avis kept calling me to return the car. The claim manager said a meeting would be held at 14:00 to resolve my complaint and that I could keep the car until 6 May 2026. No feedback or SMS confirmation of extension was ever received.

On 9 May 2026, Avis again demanded the car’s return as the insurance didn't make extension of the car .When I contacted the insurer, the duty manager claimed they are not responsible for providing transport, citing a 60‑day rental limit. This contradicts prior communication that I would return the rental only once my complaint was resolved.

I resumed work on 4 May 2026 after recovering from F32.3 and F43.1 (25 November 2025 – 3 May 2026). The insurer’s lack of updates, refusal to provide transport, and failure to settle fairly have left me without mobility and with unresolved complaints.

I request Hellopeter’s intervention to ensure: - Immediate settlement at current market value OR replacement of all non‑OEM parts with OEM. - Confirmation of transport provision until the complaint is fully resolved. - Written clarity on the insurer’s obligations regarding mobility and market value.

0
Replies (2)
MiWay Insurance
MiWay Insurance's reply09 May 2026, 14:30
Official
We don’t like that you’ve been disappointed; our sincerest apologies! Your message is with the right team and one of our service agents will be in touch shortly. Thanks for bearing with us and giving us a chance to turn this around for you.

Best regards,
The MiWay Team
N
Ndidzulafhi's update15 May 2026, 13:10
Reviewer Update
Since I indicated on my complaint that is hardly to get response from the insurance company. with thier automated reply was indicating someon will be in touch with me but I didn't get any feedback or call from the insurance company to address my problem. On the 12 May 2026 i received email which was indicating that they arrange the vehicle to undergo a reevaluation and comprehensive inspection of the repairs.which was the the formal complaint I did with the insurance.bur they never talk about the transportation and extend of rental car . Thw same day i reply to the email asking about the rental car i didn't get feedback on the 13 May 2026 i call the insurance and been told they are in meeting will send them to call back and send me the update daily for the car and I didn't indicate they must do arrangement in time for the return of the vehicle as i resume my work on 04 May 2026 and i need to report to work. No update or feedback i get from the insurance company .Today I received a call from Rental Co. That the car is booked for return today i must return the car and when call the insurance company i have been told they ar in the meeting they will call me back .why I was not told in time that the car is due for return today .and my complaint for rejecting parts used NON oem is still not yet resolved but they don't want to provide me with transport.if the rental car on their agreement is 60 days it must cross pond with the time frame to fix the car. unlike i have to keep getting calls from Avis without resolving my problem.on my email respond dd 12 May 2026 i indicated that they must so necessary arrangement until they resolve my problem. But no one responded to my email.