From Zero to Hero

I have been with MiWay for many years and each year that they renew my policy their consultants are always pleasant and professional.

This year I was horrified by the lack of people skills received by Thoboko who point black told me that he cannot assist with a review of the renewal as there are no discounts showing for my profile. I asked to speak to his manager. He took a long time to transfer me to Siero. He must have been briefing Siero on what to say because when Siero came on the call he just went on to repeat what Thoboko told me.

I asked Siero if he reports to anyone, he said yes, I asked him to transfer me to them, to which he responded was not available and would call me back, but he was certain whether a manager calls me or not, no one would be able to assist me and he said i will just be frustrated with the outcome. By the way it's been 2 weeks and Siero's manager still hasn't called me back.

I told Siero I've received better premiums in the past from other insurers but always stuck with MiWay once I joined MiWay. I asked him if I must now be forced to shop around elsewhere for insurance, he said yes if I'm not happy and that Thoboko would assist me with the cancelation. I said I will put this encounter on hellopeter but he did not seem to care much and just made sure to clarify its not that he doesn't want to help me, it's the system that that isn't allowing him to help me.

Before I could end the call, I told them I will hold on with the cancelation and decide what I'm going to do when their manager calls me.

I got off the phone and came on to hellopeter to put in a complaint but then it occurred to me that maybe they didn't want to do the discount so that they get more commission or it was some kind of attack on me due to their personal preferences.

Anyway after this encounter with them, I decided to call MiWay back and the call went to someone else, Simphiwe, and I didn't say anything about my previous call, he was very professional n I just told him I'm calling regarding my renewal, he confirmed details and he transferred me to Nokuthula who was very professional and assisted me, the first thing she asked is, are you calling us or are we picking up the call (I knew at that point that this is the service I've always stayed with MiWay for). I did not tell her about my previous call. She didn't say the system isn't allowing any discounts on my profile etc. She went ahead with assisting me however she could. The system did give a discount without adjusting anything. We made 1 adjustment thereafter. I did do a positive review on Nokuthula's service on that day. This was on the 2nd June 2021.

If I had not decided to give MiWay a second chance after my bad encouter with Thoboko and Siero, I would have not known that customer service still exists at MiWay. It's very sad that just a handful of people who lack customer service can ruin a businesses reputation.