MiWay and the Insurance Ombud - help me

MiWay the absolute worst!!

This is part of their slogan: Award-winning, customer service and a hassle free claims process. Well let me tell you the lie they sell. The backstory: During February 2024, I bought home contents cover with MiWay. During May 2024 my family and I endured an armed home invasion. I notified MiWay about the incident and some time later a consultant, Andre Koekemoer was assigned to our case. He requested certain forms be completed and returned to him. One of the forms related to our cellphones that was taken. I was given a deadline to have the forms completed and certain verifications completed. Now, I’ve had my current cellphone number for donkey years. In fact, I called my neighbour from the same number on the evening of 24 May 2024 yet MTN (and that’s another story) insisted that the number has not been in use for many years. Really???? I made a call from that very same number the evening before the incident. How was my number not in use for years…MTN (I’ll get to you next). Bear in mind I was panicked at having to face strangers but Mr Koekemoer insisted the forms for the cellphone be completed, scanned and mailed back to him by 5pm on a given day. To have this done, I had to go to a mall with my daughter in tow. You cannot imagine our anxiety. Our PS4 was also taken during the ******* but dropped just inside our yard. A company assigned by MiWay collected the PS4 for evaluation. Needless to say that was the last we heard of that story. MiWay offered to pay us an amount they deemed ‘gratuitous’ because at the time I elected to take cover when the consultant asked me what I think my home contents is valued at gave an amount I estimated an amount. MiWay did not request a valuation or risk assessment. They did however insist on this at claim stage. So now, back to my home. Mr Koekemoer insisted the valuation be done at the house. I really was not comfortable being in the house, it was still somewhat chaotic because we managed to get someone to come in to clean up the blood and move things off the floor, that was it. Now I was forced to go back where I felt unsafe. During this evaluation the consultant went through the house. At times he asked me what I thought certain items were valued at and I honestly couldn’t put a value on items because I did not know and I said so. MiWay stuck to paying the amount they first offered. I refused this offer. Next thing I know I am informed that the claim has been closed. I now turn to my next recourse, the Ombudsman.

What a waste of time and energy! I received about 4 communications from them. I managed to get through to the Ombud dealing with my matter at least 3 times. All other efforts to contact them were unsuccessful. If the Ombud is not assisting, what next?