Mi-way’s poor customer service and lack of transparency towards your long-term paying clients.

On the 8th of March 2023 I was in a two-vehicle accident with my financed Hyundai Grand i10 motion. I was paying a monthly premium of R1306.63 per month with Mi-Way for Comprehensive car cover. In all my documents I have this cover with shortfall cover. I was handed over to a consultant who on the 14th of March asked for my Credit Agreement contract for my car, which I was able to forward to her immediately after the call. During a phone call with same consultant on the 16th of March I was told three amounts, two of which Mi-way would pay and one other which I was told I was liable to pay out which did not make sense due to my comprehensive cover, after which I asked telephonically if I could have all of these amounts sent to me in document form- so that I could see and try to understand where the shortfall that your company was not covering came from, even though I am paying for comprehensive cover which included shortfall. This email was also sent on the 16th of march. I heard nothing from said consultant after her reply to me on the 16th and had to email her again on the 23rd of March asking for this document with the amounts. On the 24th of March I had to contact Mi-way call centre again asking for this document so I could understand the amounts that were mentioned to me over the phone by same consultant who I had still received no reply from. I was able to receive an agreement of loss letter from a different consultant on the 24th of March but nowhere was the third amount that first consultant mentioned to me over the phone. The ‘Agreement of Loss’ letter was made on the 22nd of March but was not sent to me until the 24th of March after I repeatedly asked for a document with all three amounts that original consultant had mentioned. However, there was an amount paid out to my finance house and I was under the impression that everything was settled and sorted. Much to my surprise, on the 25th of March I received a “Letter of Settlement” from my finance house for R21425.24 for “shortfall”. On Monday the 27th of March I contacted Mi-way and asked to speak with original consultant who called me back- at which point I asked her why I was not covered for this shortfall that the finance house sent me if I am paying for comprehensive car insurance which included shortfall on all the relative documents given to me by Mi-way. She did not answer my question clearly and did not help me or explain to me why this amount was not covered whatsoever or where it stated on any of my documents that I was not covered for certain shortfall. At this point I was at my wits end. Why should anyone pay Mi-way to insure them comprehensively if they will not be covered in the case of an accident, comprehensively. At this point I made a phone call to a manager I know personally at another insurance house to advise me on whether I had gone wrong somewhere and forwarded them all my documents and terms and conditions for my cover with Mi-way, as well as all the amounts and email correspondents. This manager reviewed everything and confirmed with me that I am covered for shortfall, and I should request my initial sales call, to present all this evidence to the Ombudsman and Hello Peter to escalate my claim in where I am not liable to pay this shortfall amount, Mi- way is. I have made several attempts in requesting this phone recording and once again I have not received it. I made a phone call on the 13th of April for the final time asking for this recording to be sent to me. I was assisted by a new consultant who assured me very impertinently that the fault was on my side that I had not received the email, at which point which I asked to speak to a manager or to the original consultant to ask if there is another way to send this recording through to me. Due to Mi-Ways lack of transparency and poor customer service I will be taking this to media to prevent other south Africans from suffering the same fate with Mi-way as myself. I am extremely disappointed in this entire company that boasts to be one of the best insurance houses. I can only hope that this escalation to representatives of Hello Peter will prove that they are in fact the ones liable for this amount payable to the finance house and that Mi-way is able to treat their customers with more respect and pay them out with respect to what they promise to cover them for. Yours in disgust,