DISSAPOINTED

I have been a client of MIWAY for 5 years and never claimed on my vehicle insurance. on the 10th of May 2021 I logged a claim after an accident. I was directed to take my car to Husson Motors for Assessment which I did on the same day. I received an email that my DEDICATED Claims Advisor would be Mzwakhe Mathebula. I tried to email him during that first week and call to arrange my vehicle to be towed since it was no longer drivable. The whole week passed and no response and no phone call and no updates. eventually I resorted to chat online where one of the advisors assisted me with arrangement of towing and accessing a rental vehicle from AVIS. So after a week of waiting, Friday the 14th my car was towed to N&M Motors, NOT Hussons where assessment was done. Saturday the 15th I contacted MIWAY again and an Agent by the name of Vuyo assisted with Car hire from Avis. He further mentioned on the RECORDED CALL that I qualified for a R1000 discount on my excess. I picked up the rental avis vehicle on the 15th of may 2021 and must return on 15 of June 2021.

Monday 17th of May 2021, I called and emailed again the dedicated advisor to find out any progress made regarding the outcome of my claim, nobody responded. I waited the whole week, calling and nobody could help me. Whichever agent I spoke too, told me my claim is not finalised they awaiting assesment/quote from Hussons. I contacted Hussons where they forwarded me the email they sent to MIWAY already with the assessment results on the 10th of May 2021. I asked the agents at my way, what was taking long...they said they will get my DEDICATED Claims Advisor to contact me. That week finished with no call from MIWAY.

On the 24th of May 2021, Solomon Seima from Miway called me to tell me he is busy with the investigation for my claim and he needs me to give authorisation for MIWAY to contact TRACKER and get certain information from them. I agreed, Tracker was contacted and he said he will finalise his report and my DEDICATED Claims Advisor Mzwakhe Mathebula will contact me. The whole week went by, NO UPDATE OR FEEDBACK FROM MIWAY

Tuesday the 01st of June 2021, after hearing NOTHING from MIWAY, I contacted Solomon Seima and told him that I HAVE NEVER SPOKEN NOR RECEIVED ANY CORRESPONDENCE FROM THE DEDICATED CLAIMS ADVISOR SINCE INCEPTION OF MY CLAIM! He then escalated the matter to Victoria Baloi who contacted me on the 01st of June 2021 and told me my claim has been approved and Hussons Motors authorised to carry out the work. Oh lets not forget that the Monthly Debit order never gets forgotten to be debited, like how they forget their clients.

I mentioned that my car is lying at L&M Motors and they should have towed it to Hussons initially. She said she will arrange the tow to Hussons, THIS WAS ON WEDNESDAY, 2nd of June 2021. Again the whole week went, no feedback, no updates.

Monday 7th of June 2021, I received an email that my car is at HUSSONS and they will be starting with the work. My excess is R3500 (which should be R2500) and they further provide me with Hussons contact details. Today 09th of June 2021, I receive a call from Hussons and they want to know if MY VEHICLE IS IN MY POSSESSION, SINCE ITS NOT AT THEIR PREMISES.

I sent Victoria Baloi an email, these are 4 RESPONSES I would like to get from Miway: - Why allocate me a FICTITIOUS Claims Advisor by the name of Mzwakhe Mathebula? - Where is my car? Hussons says its not at their premises as stated by the email received on Monday from MIWAY. - AVIS what will you do because I am not returning he rental until I have my car, since ce it is not my fault that you are delaying my claim. - Excess was confirmed at R2500 as per agent. Apparently I qualified for a R1000 discount. Please make Recording available and rectify.