Inefficiency (Claim 984306)

I've had an accident on Saturday the 21st July, immediately called miway to notify them of the accident . the Claim was opened on the 21st of July 2018. The only time I received a call from miway was Sunday the 22nd, notifying me that Nkele would be handling my claim, she asked me to explain what happened on that particular day of accident and I did, I was told to send my sketch and case number of which I did send on the 22nd. She told me that an assessor would be sent to inspect the car before they could give feedback within 2-3 working days. I had to make follow ups for an assessor to be sent. Finally they got someone to go check and declared the car as a write off.

I was asked to bring the settlement letter from the financer, spare keys and vehicle reg papers, I did so on Friday the 27th, I met with Kwena, he told they had all the documents needed to finalise my claim. The reason why we met with Kwena was because Nkele was out of office, on Monday the 30th I called to check how far was everything, I spoke to khanyi because Kwena was unreachable on his extension she told me they need accident report and paperwork from hospital, doesn’t miway consultants know all the required documentation needed for each and every kind of claim? Why wasn’t I told to send everything at once? Is it to drag weeks into months without paying out? Just when I thought my claim was almost to the end, they need impossible things? I was told to get the copy of accident report from the police station only yesterday by Khanyi, when Nkele first contacted me and told me about the case number why didn’t she tell me that she will need the AR? I had to go to police station on my condition and they told me that the papers were moved to Johannesburg and I will have to pop out some money to get the copy, am I investigating for my own claim? Isn’t miway supposed to gather such information since I sent then the case number?

I have been with miway since 2014, it is my first time claiming and I am getting such a terrible experience Nkele’s emails always send automated replies saying she is out of office adnd I should contact some other people where I have to explain myself from stratch. Spoke with Kwena, now Khanyi telling me stories about some documents (AR copy) that I could’ve provided long time ago should I have known. I am given run arounds because I talk to a new person whenever I call. I have never even received a call from miway to give me an update of my claim, I have to call them for updates myself. And when I call that’s when they will tell me of missing documents. It is very unacceptable. I need the claim finalised and settlement letter paid so that my life can go back to normal. It is such a horrible experience taking taxis to work on this winter days as it is implicating my healing process. I wanted to continue with miway even after this incident but the inefficiency in your service is making it impossible. Miway is failing dismally to fulfil the promises made before you join.