Miway Claims advisor complaint

I am writing this complaint with regards to a bad experience I had with your claims advisor, Sicelo Maseko, which has left a lasting bad impression. As I can understand that that may not be how Miway treats all their customers, the lack of apology - even from his superior makes me think otherwise.

On the 13th of January 2024 my car was damaged in the floods in Durban and 1 week later was subsequently written off. Sicelo emailed me, the week after I lodged the complaint to inform me of the car being written off.

Throughout that first week, we emailed back and forth regarding the details and documents he needed. Once I sent through my Higher Purchase agreement, Sicelo then went completely silent on me. Every time I called and spoke to your claims department, I was given a promise that someone will definitely call me back, or that sicelo would call me back, to which I got no call back - at all!!

I have namely spoken to Sheriden, Dinika and Palesa and some others , who were all kind enough to say "they promise Sicelo will call back" and that on their side there's a problem with the credit shortfall, which nobody told me - until I called - everytime I queried this, I was told they will call me back , but nothing.

I must have made about 10 calls - with no call back - until the 19th of February 2024 when I finally had enough and insisted to speak to Sicelo's manager - who assisted me by getting Sicelo to email me.

His email contained absolutely no apology for not responding to my mails for ONE WHOLE MONTH, and went straight to the point as to why Miway was not paying the credit shortfall. Which by this point, was not my issue. I then said to him I haven't even received my assessment report until I called and Dinika sent it to me. He ignored that email. He has then again subsequently ignored several emails and only rep**** to one with very little information. I have asked for an agreement of loss , which was never sent to me either, to which he attached it but then very rudely said I wouldn't need it, that still didn't answer why I never received it before the entire transfer took place - I got no reply to that. When I sent another email to ask if the bank has been paid - I got no reply to that either - I then had to ask again to which he rep**** that he sent me the proof of payment (what he sent to me was a remittance and NOT a Proof of Payment)

All in all , Sicelo has ignored over 10 of my emails, a service that I did not expect from an insurance company as big as Miway.

I am highly disappointed with the service received by Sicelo , and needless to say I will never rejoin Miway although I've just got a new car, neither will I ever recommend you guys to anyone, ever.