Formal complaint- Failure of service and financial prejudice by Miway Insurance (***)

Title: Formal Complaint – Failure of Service and Financial Prejudice by MiWay Insurance (***)

Complaint:

I hereby lodge a formal complaint against MiWay Insurance regarding their failure to provide adequate service and timely assistance following a motor vehicle accident.

Claim Number: C***

On 2 March at approximately 23:30, I was involved in a motor vehicle accident while en route to attend a medical emergency in my professional capacity as a doctor. During this incident, my vehicle struck the pavement and sustained damage.

A claim was subsequently lodged with MiWay. However, the handling of this matter has been unacceptably delayed and poorly coordinated, resulting in both inconvenience and financial prejudice.

Despite complying with all requirements, including: • Submission of initial vehicle images • Submission of additional 360-degree images (including interior) • Re-submission of the same images via both email and WhatsApp

I continued to receive repeated requests for the same information, demonstrating inefficiency and lack of internal coordination.

Due to the lack of urgency and assistance from MiWay, I have now been forced to take matters into my own hands: • I have arranged for my vehicle to be taken to SMG Umhlanga for repairs • A tow truck has been arranged at my own cost and is scheduled to collect the vehicle tonight • The towing cost amounts to R6,500, which I have personally paid

MiWay has been made aware of this situation. Furthermore, I have now informed my legal team regarding this matter due to the ongoing delays and lack of proper assistance.

This situation reflects: • A failure to deliver contracted services • Unreasonable delays in claim processing • Financial prejudice caused directly by administrative inefficiency

Such conduct falls short of the standards expected under Treating Customers Fairly (TCF) principles.

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Relief Sought:

I hereby request: 1. Full reimbur*****t of the towing costs (R6,500) 2. Immediate prioritisation and processing of my claim 3. Assignment of a dedicated claims consultant 4. A formal written explanation for the delays and repeated requests

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Should this matter not be resolved urgently, I reserve the right to escalate the complaint to the Ombudsman for Short-Term Insurance and pursue further legal remedies if necessary.