Frustrated and Disappointed

Frustrated and Dissatisfied with the conduct of Miway

II am writing to follow up on my previous communication regarding my claim and the handling of my vehicle.

I would like to express my frustration and disappointment with the service I have received from MiWay Insurance. I have attempted to contact MiWay several times telephonically, but unfortunately I have been sent from pillar to post without receiving clear assistance.

At this stage, I no longer wish for MiWay to proceed with the repair of my vehicle. I am formally requesting that the company arrange for my vehicle to be returned to Pretoria instead.

I would appreciate it if this matter could be attended to urgently and that I receive confirmation on when and how the vehicle will be returned.

06 March 2026 I trust that MiWay will treat this matter with the seriousness it deserves and provide a prompt resolution. I wish to formally express my dissatisfaction and frustration with the conduct of MiWay Insurance regarding the handling of my claim. My experience with the company has been extremely frustrating and disappointing. I was involved in an accident on 02 February 2026, after which I received an email indicating that Ms. Nombuso Sengane would be assisting and communicating with me regarding the progress of my claim. After a week without any feedback, I contacted MiWay to enquire about the progress of the claim. I was informed that the matter was pending inspection by a specialist who would only be available on 25 February 2026. A few days later, Ms Sengane contacted me once and confirmed that the specialist would indeed assess the vehicle on that date because the car was not starting. However, I received no further communication or feedback from Ms Sengane after that call. On 25 February 2026, I received an email informing me that my claim had been approved and that a service provider had been appointed to repair my vehicle. On 27 February 2026, I contacted the appointed service provider to confirm whether my vehicle had been delivered to them, only to be informed that they had not received the vehicle. I then contacted MiWay again and was told that they were still waiting for the specialist report, which would be received within 48 hours, and that I should follow up on Tuesday, 03 March 2026. When I called again on that date, the matter still had not progressed. I subsequently received a service survey from MiWay, in which I rated my experience as zero due to the poor service received. I later received a call from a MiWay representative who advised that they were still awaiting the specialist report but would contact the specialist directly. The following day he called back and informed me that the reason the car was not starting was due to a damaged battery fuse, which was described as a minor issue, and that once the report was received the vehicle would be taken to the service provider for repairs. On Friday, 06 March 2026, I contacted MiWay again to check on the progress of the matter, only to be informed that they were still waiting for the specialist report. It has now been over a month since my vehicle has been in MiWay’s possession without being attended to. This delay is unacceptable, particularly given that the issue has been described as minor. I am a single parent of three children and also responsible for caring for my mother, and I rely heavily on my vehicle for daily responsibilities and emergencies. I therefore request that MiWay urgently: • Provide a clear explanation for the delays in handling my claim; • Ensure that my vehicle is immediately transferred to the approved service provider for repairs; and • Provide me with a firm timeline for when my vehicle will be repaired and returned. I trust that MiWay will treat this complaint with the seriousness it deserves and provide a prompt resolution to this matter.