Emergence assistance - C***

On the 8th of April 2022 I experienced a vehicle related problem (14:00) and I needed emergency assistance from MiWay by the way I was stuck on the highway near The Glen Mall (popular and urban area right?).

I called the call centre and I was advised that there would be additional charges as they only cover 40 kms. The agent told me that she was going to obtain a quote and will dispatch a tow truck or send an instruction after I have accepted the quote. 30 minutes later (14:30), I had not received a call and I called again, only then was the quote communicated to me, they did not bother to call me to share the quote with me, I subsequently accepted the quote and thought the tow truck was going to arrive in 20 minutes.

30 minutes later (15:00), I called to follow up as the truck had not arrived. Another 30 minutes went by (15:30), I called to follow up as the truck had not arrived.

Another 30 minutes went by (16:00), I called to follow up as the truck had not arrived.

Another 30 minutes went by (16:30), I called to follow up as the truck had not arrived.

Another 30 minutes went by (17:00), I called to follow up as the truck had not arrived.

Three and a half hours later, a tow truck arrived and during those three hours, I received no calls from the insurer and I incurred call charges trying to get service (it gets worse because everytime I called, no one was aware what happened to my request and I had to explain myself over and over and over and over and over five times). I even had to arrange for someone to come collect my two year old child as I couldn’t bear the sight of my child stuck on a very busy highway with no help.

During the calls, there was no sign of remorse from the agents. During the three hours of waiting, not only did I call the call centre in excess of five times, the agents never called me to follow up or even check if the tow truck arrived.

What if my cellphone battery died while waiting? What if my vehicle got hijacked while waiting for help? What if I ran out of airtime? What if my vehicle was accidently damaged as there were heavy rains from 16:00 – 17:00?

To make matters worse, I rated their service bad and the insurer did not even call back to understand and resolve my grievances.

Furthermore, earlier that day my wife went for a gastroscope procedure and she had to go through that awful ordeal with MiWay, between the procedure and getting emergency help from MiWay, I don't know which one was worse.