Formal Complaint Regarding the Handling of My Motor Vehicle Claim

I am writing to formally express my disappointment and frustration regarding the handling of my recent motor vehicle claim.

On 28 April, my father was involved in an accident while driving my vehicle. I contacted MiWay immediately, and I must acknowledge that the initial response was excellent. A tow truck was dispatched within minutes, and my vehicle was promptly taken to the designated facility.

Later that day, I received a call from a consultant who handled the claim intake process. As I was not the driver, I advised him that my father was available at home to provide the necessary information. The consultant was professional, patient, and respectful throughout the conversation, and he took the time to answer all my questions afterwards. This was a positive start during what was already a stressful situation.

However, the service that followed was inconsistent, poorly communicated, and ultimately left me feeling extremely dissatisfied.

On 4 May, I followed up on the progress of the claim and was advised that the vehicle was still awaiting inspection. On 7 May, I followed up again and was promised a return call, which never happened. When I called again on 8 May, I was informed that the claim had already been approved and was awaiting approval from higher management due to the claim amount exceeding a certain threshold.

Shortly thereafter, I received an SMS advising that JCS Motors would be able to book my vehicle on 2 June. On 12 May, I contacted JCS Motors directly and was informed that my vehicle had already arrived and that parts had been ordered. I was further advised that if any parts needed to be sourced internationally, repairs could take longer. At this point, there was no indication whatsoever that the vehicle might be written off.

Due to the lack of communication from MiWay, I provided a negative service rating. Following this, I received a call from a gentleman who sincerely apologised for my experience. He was empathetic, acknowledged my concerns, and offered to investigate the matter further. He even explored the possibility of arranging a courtesy vehicle despite this not being included in my policy. This interaction was appreciated and demonstrated the level of customer service I had expected from the outset.

On 14 May, MiWay contacted me again to confirm that the vehicle had been booked in and that parts had been ordered. This further reinforced my understanding that repairs were actively underway.

On 25 May, I contacted JCS Motors for an update. Initially, no information could be provided, and I was promised a callback. When I contacted them again shortly before closing time, I was advised that the vehicle was at the panel beaters and was expected to be ready by 29 May. Shortly thereafter, I received an SMS confirming an estimated completion date of 12 June.

To further support this understanding, I received WhatsApp updates from Aashiqah on both 25 May and 27 May advising that the vehicle remained in the panel-beating department and was awaiting paint preparation.

It therefore came as a complete shock when, on 1 June, I received a call from MiWay advising that the damage was too extensive and that the vehicle would be written off. This was entirely contradictory to every update I had received up to that point. One moment I was being told the vehicle was progressing through repairs and approaching the painting stage, and the next I was informed that it was beyond repair and would be declared a total loss.

As a first-time claimant, I had no prior experience with this process and re**** heavily on the guidance and communication of both MiWay and its service providers. Unfortunately, the consultant who informed me of the write-off did not adequately explain the process or provide sufficient guidance regarding the next steps. I was left confused, frustrated, and trying to piece together what had happened after weeks of being led to believe that repairs were well underway.

While the settlement process itself was completed relatively quickly, with payment being made by the Friday after my banking details were provided, this does not negate the poor communication, conflicting information, and lack of transparency throughout the claim.

Adding to my concerns was the process of recovering my personal belongings from the vehicle. Since 1 June, I had repeatedly contacted JCS Motors regarding items left in the vehicle, including a specialised pillow used by my father for health reasons(which is missing), And he had to purchase another one with his pension that he receives. After multiple calls, arrangements were discussed regarding collection. However, when my father arrived at the premises, all items were handed over to him without any verification of his identity or confirmation from me that he was authorised to collect them. Considering these were my personal belongings, this raised serious concerns regarding security and customer information handling.

What upsets me most is not merely that the vehicle was written off, but how the entire situation was managed. Throughout the process, I was repeatedly given information indicating that repairs were progressing, parts had been ordered, panel beating was underway, and that the vehicle was awaiting paint preparation. At no stage was there any indication that a write-off was being considered.

Another aspect that has added to my frustration is that, had the decision to write off the vehicle been identified and communicated earlier, it would have allowed me to plan accordingly and make alternative transport arrangements sooner. Instead, I spent weeks under the impression that repairs were progressing and that I would soon have my vehicle back. At the time of the accident , my vehicle still had approximately half a tank of fuel, and this was just two days before payday. As a result, I was unexpectedly left without transport and had to rely on Uber services to travel to and from work, creating additional financial strain at an already difficult time. Earlier and more transparent communication would have significantly reduced both the inconvenience and the financial impact of this situation.

This was a vehicle that I had nearly finished paying off, with only approximately a year remaining. To be told after weeks of waiting and receiving repair updates that the vehicle would instead be written off was deeply disappointing and emotionally difficult to process.

As a customer, I expected transparency, consistent communication, and proper guidance throughout what was already a stressful experience. Unfortunately, my experience fell far short of those expectations.

I request that this matter be formally reviewed and that an explanation be provided regarding:

Why I received multiple updates indicating that repairs were progressing when the vehicle was ultimately deemed uneconomical to repair. Why communication throughout the claim was so inconsistent and required repeated follow-ups from my side. Why was I not provided with clear guidance when informed that the vehicle would be written off. Why personal belongings were released without proper verification or authorisation. I trust that MiWay values customer experience and will take this complaint seriously. While there were individuals who provided excellent service throughout the process, the overall handling of my claim left me feeling unsupported, misinformed, and extremely disappointed.

I trust that this matter will receive the attention it deserves and that I will receive a comprehensive response addressing the concerns raised in this complaint. Should I not receive meaningful feedback within 7 business days, I will have no option but to escalate the matter further through the appropriate channels, including consumer review platforms and social media, to share my experience and seek additional assistance in resolving this matter.

My preference is to resolve this issue directly with MiWay, and I hope the company will take this opportunity to address the shortcomings in the handling of my claim and restore my confidence in its service.

Yours sincerely,

Simone van Dieman

Claim number:C***