False Selling & Poor Customer Service

I would like to express my utter disappointment towards my car insurance provider Mi Way.

On the 25th of August 2021 I filed and submitted my Haval H2 claim (No: C***) as instructed by the Miway Claim representative and this was due to the constant sound the car made each time I app**** the brakes.

I knew I had cover for brake pads because I specifically made a call on the 1st of June 2021, this was to get my car covered in event where I had to change my brakes, and this is exactly what I had mentioned, I even further asked on that call in question that will there be excess, and the agent signing me up said NO.

On this day the agent then registered me for the MiWheel Cover indicating that I will be covered for that issue, I can confirm this because she went to enquire and came back on the call.

Since the 25th of August 2021, I had received no response until I recalled again to get feedback on my claim and unfortunately, they said it slipped and they only recognised it after I had called.

I then get feedback now in September 2021 from Miway saying I am not covered for brakes as per the diagnostic report I sent them. I was highly dumb founded and asked them to please check the recording as to when I took the policy for brakes and hear me specifically asking to be covered for brakes on that specific call.

They eventually found the recording and told me that “No”, the agent was talking about the braking system, which I couldn’t understand because I called for brake Pads specifically as an example of the type of cover I wanted to secure my car with.

Without any remorse nor formal apology they then came back to me at a later stage saying based of the nature of the misunderstanding they can only give me R2000 as that is their limit, plus they don’t cover clients for brake pads, I will have to take care of the rest of the Brake costs.

These were the brake specific quoted problems on my car:

• R 3,105.00 – FRONT BRAKE PADS • R 258.75 – BRAKE FLUID FLUSH • R 1,104.00 – LABOUR

My question was and still is:

I. When was the brake pads not being covered in the package explained to me on the call and why does this come up now? II. Why am I paying the rest of the fees whereas when I was contracted the agent specifically said there is no excess. III. If this cover doesn’t cover for brakes why was it sold to me as though it did by the agent who recommended it, because that was my purpose of the call?

Despite all of this I tried to work with Miway, and I said you know what it is fine I will use the R2000 and see how I manage it, this is me thinking it’s a mistake that is unfortunate to me and maybe the agent was not sure.

I now stand today I have not been paid the R2000 and it has been a week. No feedback and no update none whatsoever.

I am very very Livid at this point because I see that this is simply poor customer service and substandard customer relations.

My car is now not in a position to be driven because it delays when braking on the road and it is very risky and scary for me to drive it, which this could have been avoided long time ago.

I now have to fetch my daughter via Uber from school because the car is not 100% safe to drive under such brake conditions.

I unfortunately no longer want the R2000 anymore, I just simply want the entire brake cost to be covered as this has highly inconvenienced me and my daughter undeservedly.

If the cost as stipulated for the brakes are not covered in their entirety, I am cancelling my contract and seeking legal advice and compensation because this was underhanded.

I asked for my contract call recording and to this day no-one has sent it to me which by right I should have received, and this recording clearly puts everything to perspective.

Mi way has failed to put themselves in my shoes and also failed to treat my urgency as their urgency, and I have been with them with no single default towards payment.

I am beyond fury and disappointment.

Regards

Dumisane Mdlalose