Formal Complaint: Excessive Delay in Finalisation of Vehicle Repairs

Dear Anthony and MiWay Team,

I am writing to formally express my dissatisfaction and concern regarding the unacceptable delay in finalising the repairs to my vehicle under claim number ***.

This matter has been ongoing since approval was granted in July 2025, and despite the significant amount of time that has elapsed, the repair process remains unresolved. I note from the ongoing correspondence that additional requests, sourcing challenges, and process changes have repeatedly been raised, while the matter continues to drag on without a clear resolution or completion date. A repair process extending for this duration is unreasonable and entirely unacceptable.

The prolonged delay has caused substantial inconvenience and disruption to my daily life. I have had to endure extended periods without access to my vehicle while continuing to experience uncer*****y regarding progress and completion timelines. As a paying client, I expect efficient service, proactive communication, and accountability. Instead, I have experienced repeated delays with no meaningful urgency demonstrated to resolve the matter.

MiWay promotes the slogan, *“MiWay, your way.”* Unfortunately, my experience has reflected the complete opposite. There has been very little indication that my interests, convenience, or concerns as a customer have been prioritised throughout this process. The current handling of this matter falls far short of the level of service one would reasonably expect from an insurer that promotes customer-centred service and convenience.

I now require a definitive update outlining the exact status of this repair, the remaining outstanding items, and a firm completion date. I expect this matter to receive immediate attention and escalation, as the duration of this process has exceeded reasonable expectations by a considerable margin.