AN
Amlen N

1 reviews | Active since May 2016

06 May 2016, 09:59

Few days with MIWAY and already issues

I am extremely disappointed in the service that I am receiving  from you guys. I am a new client with you and I am wondering if I am receiving such poor service now, what will happen when I really need you guys to be at your best. So this is the situation I am plagued with. So I call in and I speak to a lady for a quotation on my Mercedes C Class. Very helpful, very friendly. After spending 30 mins doing the quote I was satisfied with the amount she quoted. Which was around 1100 rand with an excess of 5000.00 rand. I told her I will call back as I am not sure when the dealership will release the vehicle. I then call back later on in the day and I get through to a gentleman who was also very helpful and friendly, quite knowledgeable as well. He tells me that he wants to verify the application the lady initially did so I do not have any issues with future claims. Cool, we went through the application AGAIN. Another 40 mins went by and apparently the lady captured incorrect information which is why the premium was so low. So the guy corrects everything and obviously the premium went up which I was concerned cause it`s not my fault your agents are not trained properly and have poor listening skills. What was strange is that I increased my excess to 10000 rand! and still the premium dropped above what was quoted by the initial quotation by the lady of R1100.00. bear in mind that the excess was 5000 rand vs the new excess of 10000 rand. Anyway I accepted the insurance as I needed the cover. I received another call from your QA department advising me that the agent did not advise me on the excess for different types of claims (window, extras etc). She corrected that and also assured me after I told her I did miss a premium in the last month due to an administration error on Discovery Insurer’s side. She told me not to worry, she will correct that and she will not increase my premium. I was happy ! btw She told me she will send me an updated policy schedule which I never received. I then received a call from someone today advising me that the vehicle information on the policy is wrong. Apparently it was captured as manual transmission and not automatic. I was shocked because I am pretty sure I told your agents that it is automatic. So then she updates the information and then all of a sudden the premium jumps from 1300 some odd to 1500 some off and a pro-rated amount of R330 will be debited soon. I am still waiting for an updated policy schedule showing this amount and the corrections made. Seriously guys, that is so dishonest. What happened to honesty and integrity? What`s crazy is that I budgeted for a certain amount of insurance per month and this happens? I have been given three different premiums in the last week. What`s scary is that I would gladly cancel this insurance, however I will lose out at the end of the day as a customer cause you billed me the stupid once off amount already which is non-refundable. What happened to a guaranteed premium for a year. All of the agents that I spoke to, ideally they quoted me a low premium just to get me as a customer and win their commission for the sale. They aren’t worried about the corrections that will be made which affect the premium. You should claw back their damn commission, however I know that you guys won`t do that. I referred so many people to you cause I thought your premiums would be competitive and the agents sound like they know what they are doing. I can tell you this much, I worked in an insurance call center and I know about ombudsman’s and if I have any issues with my payouts, they will be the first to know about it. You guys “maybe cheaper” (by capturing incorrect information that affects the premium) than other insurance companies but at least they know what honesty and integrity is and they give you a true reflection of your premium without charging you a stupid once off fee. I assure you, those referrals’ will not come to you for insurance now. So disappointed… Policy number ***3

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