Freezer claim

I have submitted a claim with MiWay and the service I have received from the start was terrible. Mpho Berret is the agent whom dealt with my claim and I have never before had such poor service. My Freezer broke due to Eskom supply issues and I have submitted my claim accordingly. Days went by without any response and even calling numerous times, calls is not returned and just ignored.

Eventually an assessor from Mastercare was sent to my premises to assess my Freezer and he concurred in writing in front of me on the Mastercare Jobcard as such.

Days after I received a call from Mpho Berret stating that my claim will not be entertained due to normal wear and tear on the appliance and that MiWay do not cover for such. I would love to know who came to this conclusion as it is only an assumption and not as the assessor stated in my presence on his report.

Following my mail reply to both Mpho Better and their complains department;

Good day Mpho, following our conversation yesterday afternoon at about 17:00.

You have mentioned that my claim was declined due to a wear and tear report from the assessment from your service provider. I find this a an untrue assumption as I was informed in person by William the service technician from Mastercare that he concur that the cause was most likely an power issue as I have reported as the cause for the damage to the appliance. I have also in person noticed that he made such notes on his report form and we even went to the extent to measure the inside of freezer to determine the capacity so it can be noted on his report for as this is not mentioned on any of the data plates of the freezer.

I would love to see where the report mentions wear and tear as the cause freezer no longer working.

I have also said that I have proof of reporting such power issues with Eskom since my return from holiday whereby we noticed that this power supply from Eskom showed signed of inconsistent supply. You are welcome to not the following reference numbers; ********* ********* ********* ********* ********* You have also said that you will be sending me your letter confirming that my claim was declined and details for ombudsman will be there for me to escalate as such. It is now 10am the following day and I have not received your mail timeously.

I will be using this to escalate as I see necessary to ensure that my claim is reviewed and finalised fairly as I am insured by Miway and would appreciate that you work on facts and not on assumptions as you are currently handling my claim.

Awaiting your positive response.