MiWay Claims & Service Providers Complaint Regarding Claim Delays and Poor Service Experience

Dear MiWay Management,

I am writing to formally express my disappointment and frustration regarding the handling of my vehicle claim logged on 30 March 2026.

Initially, the claims process appeared seamless; however, matters quickly deteriorated from the moment I was informed about the repairer handling my vehicle. The correspondence I received indicated that my vehicle was at a repair centre in Randburg, only for me to later discover, after making enquiries myself, that the vehicle was not there. I was told, “No ma’am, your car is not in Randburg,” and only afterwards was the actual location confirmed.

My vehicle was then with Proline Sandton from 31 March 2026 until 04 May 2026. During this entire period, I continuously followed up regarding progress because it became evident that little to no work was being done. Eventually, the vehicle was moved to ReNew-it Sandton, effectively restarting the process entirely.

What is most concerning is the complete lack of communication from MiWay and the repairer. I was forced to investigate matters myself because accurate information was not being provided. When I personally visited the repair centre, I found my vehicle parked outside in the sun, which raises concerns about potential dashboard and interior damage.

I also discovered, through speaking with my consultant Vanca, that the outstanding parts were only ordered after our telephonic conversation this week. This means my vehicle remained at the repairer for over a month without meaningful progress being made. As a result, I continue to suffer unnecessary delays and inconvenience.

I contacted MiWay again to escalate the matter and requested assistance with a courtesy vehicle, considering that the delay was clearly caused by operational inefficiencies and not by unavailable parts. I spoke with Tressure, who assured me that management would contact me. Unfortunately, this never happened.

Thereafter, I spoke with my claims consultant, Curtley, who appeared unaware of the ongoing issues despite the numerous interactions and follow-ups on my claim. After I provided a full explanation and requested assistance with a vehicle due to the unreasonable delays, I was simply told there was “nothing he could do.” This response was extremely disappointing and dismissive.

I further requested to speak with Gloria Mothiba, the Claims Department Manager, yet to date I have still not received any communication from her. I later spoke with Jessica, who took the time to understand the situation and escalated the matter to management; however, despite this, no one has contacted me.

This entire experience has caused me significant financial stress. I have incurred continuous transport costs through Uber while my vehicle unnecessarily sat idle for weeks. Learning that my vehicle could potentially have been repaired sooner, had the process been managed competently, has added even more frustration and stress to an already difficult situation.

I request the following as a matter of urgency:

A full explanation regarding the delays and mismanagement of my claim. Immediate feedback from management. Consideration for reimbur*****t or assistance regarding the transport costs I have incurred. Assistance with a courtesy vehicle while my claim is still being processed. Confirmation of the current repair status and realistic completion timelines.

I left out some details I will later share if this continues!

I trust this matter will now receive the serious attention it deserves, and I look forward to your urgent response.

Kind regards, Zandi