Complaint Regarding Delayed Tow Truck Assistance and Unsafe Conditions

Complaint Regarding Delayed Tow Truck Assistance and Unsafe Conditions

Dear MiWay Insurance Complaints Team, I am writing to formally complain about the poor service I received today regarding roadside assistance for my insured vehicle. Earlier today, my car broke down due to a mechanical issue, and I contacted MiWay to request a tow truck. I was advised that the turnaround time would be approximately one (1) hour. However, the tow truck only arrived after about two (2) hours. During this time, we were forced to wait on the side of the road, exposed to the extreme heat as the sun was burning, and the area was not safe. Due to safety concerns, we had to request security assistance for protection while waiting — something that should not have been necessary given that I rely on MiWay for prompt and reliable roadside assistance. This delay caused significant discomfort, stress, and safety risks, which is unacceptable and does not meet the service standards promised by MiWay. As a paying customer, I expect timely assistance, especially in situations involving breakdowns where safety is a serious concern. I kindly request that this matter be investigated and that I receive feedback on why the service level fell short of the communicated turnaround time. I would also appreciate appropriate consideration or compensation for the inconvenience and risk experienced. I look forward to your response and trust that MiWay will take this complaint seriously to prevent similar situations in the future. Yours sincerely, Sandile Mbonambi