MIWAY INSURANCE – GROSS MISMANAGEMENT AND REPEATED FAILURE TO RESOLVE VEHICLE CLAIM

MIWAY INSURANCE HAS REPEATEDLY FAILED TO FULFILL ITS OBLIGATIONS, MISHANDLED MY VEHICLE CLAIM, IGNORED MULTIPLE ESCALATIONS, AND VIOLATED BOTH CONTRACTUAL AND LEGAL DUTIES FOLLOWING AN ACCIDENT ON 22 NOVEMBER 2025. THIS DEMONSTRATES SYSTEMIC NEGLIGENCE, UNPROFESSIONAL CONDUCT, AND BLATANT DISREGARD FOR POLICYHOLDER RIGHTS.

TIMELINE OF FAILURES:

22 NOV 2025 – ACCIDENT REPORTED: VEHICLE BRAND NEW. REQUESTED TOTAL LOSS/WRITE-OFF DUE TO RECURRING FAULT RISK. Agents Anwar/ Adam confirmed ASSESSOR WOULD MAKE FINAL DECISION.

VEHICLE REDIRECTED WITHOUT CONSENT: Initially sent to a MiWay panel shop, later moved to RENEW IT, SANDTON, WITHOUT APPROVAL OR NOTIFICATION. Multiple collection calls ignored while I was on holiday — demonstrating LACK OF OVERSIGHT AND PROFESSIONAL NEGLIGENCE.

6 JAN 2026 – PAID EXCESS & RETURNED VEHICLE: Paid R16,000 EXCESS. Vehicle “ready,” but persistent faults forced IMMEDIATE RETURN TO PANEL SHOP, where it was RETAINED WITHOUT EXPLANATION, TIMELINE, OR RESOLUTION. CLEAR FAILURE IN CLAIMS MANAGEMENT AND COORDINATION.

REPEATED ESCALATIONS IGNORED:

Agents Anwar/Adam – NO RESPONSE

Claims agent Caitlin – Forwaded call to Supervisor Kunal

Supervisor Kunal – FAILED TO FOLLOW UP

Agent Livhu Mpolokeng – UNPROFESSIONAL, DISMISSIVE, NON-RESPONSIVE

28 JAN 2026: Requested resolution by 8:30 AM — NO ACTION TAKEN, NO FEEDBACK PROVIDED.

LEGAL & CONTRACTUAL BREACHES:

BREACH OF CONTRACT:

MiWay has FAILED TO PERFORM ITS CONTRACTUAL OBLIGATIONS, including TIMELY ASSESSMENT, RESOLUTION, AND COMMUNICATION.

CONSUMER PROTECTION ACT 68 OF 2008 (CPA): Sections 17 & 18 guarantee services FIT FOR PURPOSE, OF GOOD QUALITY, DELIVERED IN REASONABLE TIME. MiWay has VIOLATED THESE RIGHTS.

INSURANCE ACT 18 OF 2017 / FSCA GUIDELINES: Insurers must act FAIRLY, TRANSPARENTLY, AND IN GOOD FAITH. MiWay’s repeated delays, lack of response, and unprofessional conduct demonstrate CLEAR NON-COMPLIANCE.

POLICY TERMS IGNORED: MiWay’s policy explicitly requires TIMELY ASSESSMENT, RESOLUTION, AND COMMUNICATION. Retaining my vehicle without explanation, redirecting it without consent, and ignoring multiple escalations CONTRAVENES THESE TERMS.

PROFESSIONAL MISCONDUCT: Staff have IGNORED ESCALATION PROCEDURES, FAILED TO PROVIDE UPDATES, AND ACTED UNPROFESSIONALLY, demonstrating SYSTEMIC FAILURE IN CLAIMS HANDLING.

RESOLUTION REQUIRED – IMMEDIATE AND NON-NEGOTIABLE:

WRITTEN EXPLANATION detailing why this claim has been mishandled.

AUTHORIZE TOTAL LOSS SETTLEMENT OR REMEDIAL ACTION IMMEDIATELY.

REIMBURSE R16,000 EXCESS AND ANY CONSEQUENTIAL LOSSES caused by MiWay’s delays.

DISCIPLINARY ACTION for staff who failed to perform duties appropriately.

FINAL RESOLUTION WITHIN 7 DAYS, after which the matter will be ESCALATED TO FSCA, OSTI, AND LEGAL ACTION for breach of contract and consumer rights violations.

EVIDENCE RETAINED: All communications, recordings, and documentation of mismanagement and unprofessional conduct are available to support this complaint. MIWAY INSURANCE HAS DEMONSTRATED REPEATED FAILURE TO MEET ITS CONTRACTUAL, STATUTORY, AND REGULATORY OBLIGATIONS. IMMEDIATE PROFESSIONAL RESOLUTION IS REQUIRED- NO EXCUSES, NO DELAYS, NO EVATIONS