Insurance Claim - Almost a Write Off.

I have been a client with Miway for over 9 years. My car has always been insured with them for the past 9 years. I have had minimal claims, think only 3. I had a claim last week and the report came back that my car was a code 2 write off. This was weird to me because the damage was minimal. They said it was “economically unfit to repair” based on some back-office calculation they had done, even though the damages were only 17000. I had to argue back and forth to let them know that the damage was minimal and that there was no way that this can be considered a write off merely because of the initial assessor’s report – which was done only on the pictures. Keabetsoe, agreed that they send out another assessor to reassess the car and I thank her for this as she was also very helpful.

Mr Henk Groenevald, the new assessor, was professional, calm and amicable. He explained everything to me and his main purpose was to ensure that “he keeps me as a valued Miway client”. You could see that he had a wealth of experience and looked at everything holistically. This was the kind of service I had always experienced from Miway and I was pleased to experience it again. He listened and genuinely understood my frustrations with the process and answered all the questions I had. He really provided me with awesome service and I value and appreciate that – thank you Henk.

The service I had gotten from the previous assessor was not in line with the service I expected. He even went as far to tell me that if another assessor came out he doesn’t see that much of a difference would be made. I was irritated because this accident was of no fault of my own, it was a drunk driver who drove into me and here my car was going to be declared a write off and my risk profile increased because of no fault of my own and I felt like no one was listening to me.

Miway – a piece of advice, stop only looking at your calculations and back office formulae and look at the picture holistically like years or cover, claim history, other insurance with you. Employ more people like Henk or promote him so he can train your other assessors on how to communicate with clients and how to carry out a stellar job – im sure you would have a lot happier clients. Had it not been for Henk and him carrying out his second assessment and really listening to me and setting me at ease you would’ve lost a client you had for 9 years.

I give Henk Groenewald a whopping 5 stars, he is truly an asset to your organization and really understands how to deal with clients and make them happy while ensuring that your business is also covered. Henk, thank you for a job well done I can only hope you get adequately rewarded.