MiWay Insurance – Dishonesty, Incompetence & Festive Season Ruined

I am extremely disappointed with MiWay Insurance and the handling of my motor vehicle claim. What I experienced shows a complete lack of professionalism, honesty, and accountability. Accident date: 23 November 2025 I initiated my claim immediately after the accident. MiWay requested photos of the damage, which I submitted as instructed. I was then informed that the damage was approximately R23,000, which they claimed was outside my excess. From the start, I dealt with an advisor named Doctor Mafisa, whose handling of the claim was completely ***********. After multiple unanswered calls and emails, he advised that the matter had been escalated to a “senior advisor” named Solani. Solani then informed me that: I should take the vehicle to an approved auto body, If the repair cost exceeded 10% of the vehicle’s retail value, the claim would be covered, I should submit the repair quotation. Following her instruction, I took my car to Khaya Lami Auto Body, where the quotation came back at over R60,000. On 6 December 2025, I emailed the quotation directly to Doctor Mafisa, as instructed by MiWay. I then called Solani to confirm receipt. She confirmed: I was covered, She would contact Doctor Mafisa, The quote would be sent to an assessor, Repairs could proceed. After this, there was complete silence from MiWay. By 17 December 2025, with my car still at the auto body and no communication from MiWay, I followed up. I spoke to Doctor Mafisa, who claimed he had been “out of office” and was unsure if he had received the quotation. He placed me on hold for 10 minutes, then confirmed that: He did receive the quote, Solani had written a note stating that my premiums were not paid and that the claim was outside of excess, therefore MiWay would not fix the car. This statement is completely false. My premiums were double-debited on 29 November 2025, and I have bank statements as proof. When I challenged this misinformation and asked for an explanation, Doctor Mafisa abruptly hung up the call. I called again and spoke to Kamogelo, who initially repeated the same false claims. After checking the system and reviewing the evidence I provided, he admitted: Premiums were in fact paid, The previous information given to me was incorrect. He then stated that within two days, the quotation would finally be sent to the assessor. Because of MiWay’s dishonesty, delays, and internal contradictions: My car has been standing at an auto body, I had to cancel a family holiday, My festive season has been completely ruined. MiWay advisors lie on recorded calls, give false information, contradict each other, and show zero customer care. This is by far the worst insurance experience I have ever had. I would not wish this experience on anyone. MiWay is BAD, unprofessional, and completely unreliable. I am still waiting for accountability, resolution, and formal communication.