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Phumudzo M
1 reviews | Active since Mar 2017
06 Mar 2026, 14:46
Formal complaint reg...
Formal complaint regarding refusal to escalate my call and unacceptable customer service received today
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Replies (2)
MiWay Insurance's replyOfficial
06 Mar 2026, 14:47It is always our intention to meet and exceed your service expectations. We’re not happy to hear about the frustration and inconvenience you’ve experienced. Please accept our sincere apologies. We have passed your concerns on to the right team, who will get back to you with proper feedback so that we can sort this out for you.
Best regards,
The MiWay Team
Best regards,
The MiWay Team
MiWay Insurance's reply06 Mar 2026, 14:47
Official
It is always our intention to meet and exceed your service expectations. We’re not happy to hear about the frustration and inconvenience you’ve experienced. Please accept our sincere apologies. We have passed your concerns on to the right team, who will get back to you with proper feedback so that we can sort this out for you.
Best regards,
The MiWay Team
Best regards,
The MiWay Team
PM
Phumudzo M's updateReviewer Update
06 Mar 2026, 16:12Dear MiWay Insurance,
I am writing to formally raise a complaint regarding the service I received earlier today.
I called your contact centre and spoke to a consultant named Tumi (unfortunately I did not obtain her surname). The purpose of my call was to request a review of my premium and to enquire whether I could qualify for a discount. Tumi advised that I do not qualify for any discount as I am over the required limit. While I accept that outcome, the manner in which the rest of the interaction was handled was extremely disappointing.
I politely requested that my call be transferred to a senior consultant or supervisor for further discussion. Tumi declined my request, stating that she could not escalate the call for a premium review because I do not qualify. I asked again for the escalation, and she refused once more.
I find it very concerning that a customer can be denied the opportunity to escalate a query. In all my years as a client, I have never experienced a situation where a request to speak to a senior consultant was refused.
Over the past few years, I have unfortunately noticed what feels like a decline in the level of service and customer care. This experience has reinforced that concern. Preventing customers from escalating their concerns does not reflect the service standard associated with your “Doing Insurance the MiWay” promise.
I request that this matter be reviewed and that I receive feedback regarding:
I am writing to formally raise a complaint regarding the service I received earlier today.
I called your contact centre and spoke to a consultant named Tumi (unfortunately I did not obtain her surname). The purpose of my call was to request a review of my premium and to enquire whether I could qualify for a discount. Tumi advised that I do not qualify for any discount as I am over the required limit. While I accept that outcome, the manner in which the rest of the interaction was handled was extremely disappointing.
I politely requested that my call be transferred to a senior consultant or supervisor for further discussion. Tumi declined my request, stating that she could not escalate the call for a premium review because I do not qualify. I asked again for the escalation, and she refused once more.
I find it very concerning that a customer can be denied the opportunity to escalate a query. In all my years as a client, I have never experienced a situation where a request to speak to a senior consultant was refused.
Over the past few years, I have unfortunately noticed what feels like a decline in the level of service and customer care. This experience has reinforced that concern. Preventing customers from escalating their concerns does not reflect the service standard associated with your “Doing Insurance the MiWay” promise.
I request that this matter be reviewed and that I receive feedback regarding:
- Why my request to escalate the call was refused
- What your escalation policy is for customers
- A review of my premium and whether any consideration can be given
PM
Phumudzo M's update06 Mar 2026, 16:12
Reviewer Update
Dear MiWay Insurance,
I am writing to formally raise a complaint regarding the service I received earlier today.
I called your contact centre and spoke to a consultant named Tumi (unfortunately I did not obtain her surname). The purpose of my call was to request a review of my premium and to enquire whether I could qualify for a discount. Tumi advised that I do not qualify for any discount as I am over the required limit. While I accept that outcome, the manner in which the rest of the interaction was handled was extremely disappointing.
I politely requested that my call be transferred to a senior consultant or supervisor for further discussion. Tumi declined my request, stating that she could not escalate the call for a premium review because I do not qualify. I asked again for the escalation, and she refused once more.
I find it very concerning that a customer can be denied the opportunity to escalate a query. In all my years as a client, I have never experienced a situation where a request to speak to a senior consultant was refused.
Over the past few years, I have unfortunately noticed what feels like a decline in the level of service and customer care. This experience has reinforced that concern. Preventing customers from escalating their concerns does not reflect the service standard associated with your “Doing Insurance the MiWay” promise.
I request that this matter be reviewed and that I receive feedback regarding:
I am writing to formally raise a complaint regarding the service I received earlier today.
I called your contact centre and spoke to a consultant named Tumi (unfortunately I did not obtain her surname). The purpose of my call was to request a review of my premium and to enquire whether I could qualify for a discount. Tumi advised that I do not qualify for any discount as I am over the required limit. While I accept that outcome, the manner in which the rest of the interaction was handled was extremely disappointing.
I politely requested that my call be transferred to a senior consultant or supervisor for further discussion. Tumi declined my request, stating that she could not escalate the call for a premium review because I do not qualify. I asked again for the escalation, and she refused once more.
I find it very concerning that a customer can be denied the opportunity to escalate a query. In all my years as a client, I have never experienced a situation where a request to speak to a senior consultant was refused.
Over the past few years, I have unfortunately noticed what feels like a decline in the level of service and customer care. This experience has reinforced that concern. Preventing customers from escalating their concerns does not reflect the service standard associated with your “Doing Insurance the MiWay” promise.
I request that this matter be reviewed and that I receive feedback regarding:
- Why my request to escalate the call was refused
- What your escalation policy is for customers
- A review of my premium and whether any consideration can be given