MiWay claim bad service

I would like to complain about the way my claim was handled by MyWay, especially Kristiana Mojela.

1. I was advised that I will have to pay an access of R6000 for the claim (C***). To which I disputed because my claim fell under the tyre and rim claim, which the policy says is R350 access. It was then cancelled and a new claim was lodged thereafter (C***).

2. I was coerced to agreeing on the terms by being told that my claim may be forfeited should I pursue the issue of rims. That can't be ethical. That seemed like ************ to me. Being told that I may forfeit the claim if I complain feels like i'm being forced to accept anything given to me, or else I will lose everything.

3. I'm not happy with the dragging on communication and feedback. I submitted the claim on Thursday, 01 Feb 2024. I did not get any feedback until I made a follow up on Tuesday 6 Feb. I sent an e-mail that was not responded to and the number given on the e-mail sent by Bradley was always on voicemail.

4. Kristiana Mojela never gives feedback unless I call to follow up. In fact, I had to follow up EVERYTIME to get anything done. She was supposed to send me a disclaimer for repairs on Thursday 15 February after I had called to follow up, but she didn't. And when I called on Friday, she was not at work. Someone else assisted. Even then the document had an incorrect amount of R1822.05 instead of R2865.18, which I had to call back again and ask them to fix.

5. I would also like to let you know that the amount was not enough to cover costs for the rim repairs and 2 tyres. So far I have paid R2420.20 for one tyre and Mag repair (see attached invoices). The balance is now R444.98, which will not cover the second tyre. I now have to pay from my own pocket to cover it, of which it is covered on my insurance premiums. Kindly advise what needs to happen in that case.

6. In the middle of all the struggle with MiWay, I get a letter informing of the increase of premium. I unfortunately don't see the reason for continuing with MiWay as I am not happy with the way my claim has been handled from the beginning to the end. I am not happy with the unprofessionalism and lack of commitment. This may not seem like a big claim, but it matters to us as customers. It is a big deal especially when we pay our premiums every month without fail.

Your service seems to lack when you have to meet the end of your agreement, but is quick when you sell the policy and when you have to increase premiums. The same energy must be app**** equally.