COMPLAINT : Poor service from MiWay and Randburg Renew It

Item: MiWay Insurance
Rating: 1
Author: Lwazi T

It has now been nearly 10 weeks since I reported my accident to MiWay, and the experience I’ve had with both MiWay and Renew-It Panelbeaters has been unacceptable. On 17 April 2025, I was informed that my vehicle was ready for collection. However, upon attempting to start the car, multiple warning lights were still active on the dashboard. Even after attempts by the mechanic to clear them using diagnostic tools, the issues remained. During a test drive attempt, the mechanic deemed the car unsafe to drive and turned back before exiting the premises. It is shocking and deeply concerning that the panel beaters considered it appropriate to release the vehicle in such a state. Following that, I received communication that the vehicle had failed quality control and would be ready by 25 April 2025. On 24 April, I have been informed of yet another delay, pushing the collection date further without any clear explanation. This situation is completely unacceptable. I have been without my vehicle for almost 10 weeks, and the ongoing lack of communication, poor service, and repeated delays have caused significant inconvenience.

So far the delays and postponments without proper explanation from both MiWay and Renew-it Randburg:

# Date of email from automated system, Promised date of delivery 1 02-Apr-25 18-Apr-25 2 22-Apr-25 25-Apr-25 3 24-Apr-25 02-May-25 4 29-Apr-25 09-May-25

I would like a formal explanation for: • The continued delays in returning my vehicle; • Why the vehicle was released despite evident faults; • What concrete steps are being taken to resolve this matter urgently. I trust that this matter will now be given the serious attention it deserves.

Helpful (0)

Replies (2)

MiWay Insurance's replyOfficial

29 Apr 2025, 12:04

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

MiWay Insurance's reply29 Apr 2025, 12:04

Official

Lwazi T's updateReviewer Update

07 May 2025, 16:53

DEALING WITH MIWAY HAS BEEN A NIGHTMARE:

I take serious exception to the following statement in your preliminary feedback:

“In the meantime, it is not considered likely that the recurring warning lights are incident-related and were most likely already on prior to the accident, or were underlying awaiting some form of trigger mechanism to illuminate them.”

This is a factually incorrect and baseless assumption. Prior to the accident, there were no stability warning lights or any dashboard alerts on my vehicle.

This statement is misleading and appears to serve no purpose other than to undermine the legitimacy of my claim without any factual basis or supporting evidence. It is wholly unacceptable for MiWay to present assumptions as fact.

It is increasingly evident, based on the sequence of events, that MiWay is attempting to avoid incurring the full cost of necessary repairs:

Unsafe Release of Vehicle
My car was returned to me in an unsafe condition. Only when I raised concerns was I informed that it had failed a Quality Control test, after the service provider attempted to drive it out of their premises. This raises serious questions about your service provider’s diligence and MiWay’s oversight.
Delayed Investigations Post-Approval
On the 24th, I was informed that MiWay had requested photos of the brakes—after the claim had already been approved. Why were these steps not taken as part of the initial assessment? It is clear that only once the scope of the damage—and thus, cost—became apparent, did MiWay initiate further scrutiny.
Misleading Communications
I was told technicians would be working on the car, yet I later discovered the individuals visiting the workshop were investigators. Again, this should have been disclosed upfront, not concealed under false pretenses.

This entire process suggests that when the claim appeared minimal (and largely covered by my excess), no additional verification was required. However, once it became clear that MiWay would bear more of the financial burden, the tone changed dramatically—and suddenly a full investigation was triggered. This behavior points to a deliberate strategy to limit MiWay’s liability, regardless of the merit of the claim.

Clearly I’m not covered for the two vehicles, a home, and household contents based on my recent experience with MiWay —this has been the most disappointing and disillusioning experience I have ever encountered (and I have been covered for over 20 years).

I have faithfully paid my premiums, trusting that MiWay would act with integrity and professionalism should the need arise. Unfortunately, that trust has now been eroded. I expect a full and transparent response to the concerns outlined above, and I request that my claim be handled with the fairness and urgency it deserves. Anything less would confirm that MiWay prioritizes cost-saving over customer commitment and safety.

Do better

Lwazi T's update07 May 2025, 16:53

Reviewer Update

DEALING WITH MIWAY HAS BEEN A NIGHTMARE:

I take serious exception to the following statement in your preliminary feedback:

This is a factually incorrect and baseless assumption. Prior to the accident, there were no stability warning lights or any dashboard alerts on my vehicle.

It is increasingly evident, based on the sequence of events, that MiWay is attempting to avoid incurring the full cost of necessary repairs:

Unsafe Release of Vehicle
My car was returned to me in an unsafe condition. Only when I raised concerns was I informed that it had failed a Quality Control test, after the service provider attempted to drive it out of their premises. This raises serious questions about your service provider’s diligence and MiWay’s oversight.
Delayed Investigations Post-Approval
On the 24th, I was informed that MiWay had requested photos of the brakes—after the claim had already been approved. Why were these steps not taken as part of the initial assessment? It is clear that only once the scope of the damage—and thus, cost—became apparent, did MiWay initiate further scrutiny.
Misleading Communications
I was told technicians would be working on the car, yet I later discovered the individuals visiting the workshop were investigators. Again, this should have been disclosed upfront, not concealed under false pretenses.