If it wasn't my way, it would be no way..

I would like to share my experience with MiWay regarding a recent vehicle claim, which has left me feeling extremely frustrated and unsupported.

I was involved in an accident around mid-March, after which the initial claims process was smooth. My vehicle was booked in for repairs during the third to fourth week of March, and the primary repairs were completed within approximately two weeks. At that stage, I was satisfied with the progress.

However, upon receiving my vehicle, I discovered that there was still an unresolved issue with the headrest restraint system; a safety-critical component classified under life and limb. From that point onward, the process became unnecessarily prolonged and difficult.

I proactively followed up with MiWay multiple times a day, in many instances up to five calls per day engaging with various agents, assessors, authorisation teams, and even the complaints department. Despite being repeatedly promised callbacks and email updates within 48 hours, these commitments were consistently not honoured. Days would pass without any feedback or progress unless I personally intervened and pushed for updates.

This additional issue, relating only to the headrests, has now taken over three weeks to address far exceeding the time taken for the initial full repair of the vehicle. During this period, I have been without my vehicle for more than five weeks in total.

Throughout this process, I felt completely unsupported. At no point did it feel like MiWay was actively managing or prioritising my claim, or acting as a partner in resolving the situation. Instead, it felt as though progress only occurred when I persistently followed up and app**** pressure myself.

That said, I would like to acknowledge one individual who stood out during this process. Noma Dlamini, from the Recoveries (Legal) department, was the only person who demonstrated initiative, follow-through, and a genuine willingness to assist despite not being directly responsible for my claim. Her efforts did not go unnoticed and are sincerely appreciated.

It is concerning that it took intervention from someone outside of the core claims process to see any meaningful movement.

I am requesting that MiWay urgently prioritise the resolution of this matter and reflect on the level of service and communication provided during this experience.

I hope this can be resolved promptly and that future clients do not have to go through a similar experience.