Disappointed

I am writing this review to express my disappointment with the service we have received from MiWay.

In December 2025, my husband was involved in a motor vehicle accident. We did not have insurance at the time, however, the third party, who was at fault and insured with MiWay, submitted a claim on our behalf. In January, we provided all the required documentation and were assured that everything had been received and that the claim would be processed. Unfortunately, weeks passed without any communication. We then contacted Mr. Malebana Mohale, who was handling the matter, to request an update. He informed us that the reassessment report from the assessing team had not been received and that he would escalate the query and provide feedback. Despite this assurance, we received no meaningful update only further escalations without resolution.

We subsequently requested to speak with his supervisor, Ntsieni Siobo. He assured us that he would attend to the matter and provide feedback; however, no follow-up was received. When we contacted the office again last week, we were informed that he is currently on leave and will return on 26 February. It is concerning that there appears to have been no proper handover of our case during his absence, leaving our matter unattended.

This experience has been both frustrating and disappointing. Effective communication, accountability and proper case management, especially during staff leave are fundamental aspects of professional service delivery.

We had initially considered joining MiWay as clients, but the poor service and lack of communication we have experienced have unfortunately changed our perception.

We trust that this matter will be urgently reviewed.