Damaged Fridge, no problem we will let you wait for weeks to send no one.

On the 11th of December I logged a claim with MiWay for a damaged fridge. I asked them to please move swiftly as a fridge is a crucial appliance in a family household.

On the 12th I sent an email to the consultant asking for an update.

On the 13th I sent another email to the consultant to express my frustration at the lack of response on the case, now already being the 3rd day without a fridge and I had concerns about the food starting to spoil. The consultant then phoned me and asked if the provider has not yet contacted me, in which case I responded no. After which the consultant setup a conference call with the service provider. During this call the provider mentioned that it was difficult for them due to the distance being more than 150 km from their premises, I responded and asked why they did not reach out to a local provider to no avail. Regardless the provider tried to expedite it by asking me for serial numbers etc. for replacement parts and that they might be able to reach me only on the Sunday the 15th.

On the 14th of December after many of the fridge contents were spoiled, I decided to take it onto my own hands and buy a new fridge as I was fed up at this point and did not trust that the provider would reach me on Sunday and even if they did I would have had to wait for MiWay's approvals.

The 15th which was the supposed date for the provider to come and inspect the fridge also came and gone.

Since the 16th was a public holiday I decided to give them the 17th to respond. Again no response whatsoever.

On the 18th I emailed the MiWay consultant again and expressed my anger that it was already 7 days since the incident and that I had to go and buy a fridge as this was simply ridiculous. The consultant advised me that the provider reported that the distance for them was simply not feasible (which I completely understand) and that they appointed another provider (probable again someone whom is not local). He explained to me that they cannot move on this unless the fridge was inspected, I advised him that I did not have an issue for the fridge to be inspected but they must send someone as I want this resolved. I also expressed to the consultant that this is the type of things that will persuade customer to move to other insurers and that they must give this a priority now.

On the 23rd (today), I still do not have any response, a service provider has not even been to my property to inspect the fridge yet. Let's be realistic, this is Christmas week and then new years. So am I supposed to wait until mid January for a response. How can Miway expect customers to operate without a fridge for this long. When I requested insurance for household contents, I stated the physical address. The fact that Miway's service providers are not local to my location is really not my problem.

MiWay, you will now have to resolve this claim swiftly and really go above and beyond if you want to retain me as a customer as at this point I just want to get this claim done and them move to another insurance company.