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Pranash
1 reviews | Active since May 2022
24 Nov 2023, 11:17
Miway Insurance: Poor communication and disappointing client experience
I have experienced poor communication from my claim advisor (Adelaide Mohlomi). I have attempted to call for an update several times without resolution. In addition, poor co-ordination exists between the different functions; initiation to completion. I am disappointed with the level of professionalism displayed by Adelaide and Miway. I would expect to deal with a competent advisor given the reputation of the insurer. I will not recommend Miway to friends and family.
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Replies (3)0
Replies (3)
MiWay Insurance's replyOfficial
24 Nov 2023, 11:18We don’t like that you’ve been disappointed; our sincerest apologies! Your message is with the right team and one of our service agents will be in touch shortly. Thanks for bearing with us and giving us a chance to turn this around for you.
Best regards,
The MiWay Team
Best regards,
The MiWay Team
MiWay Insurance's reply24 Nov 2023, 11:18
Official
We don’t like that you’ve been disappointed; our sincerest apologies! Your message is with the right team and one of our service agents will be in touch shortly. Thanks for bearing with us and giving us a chance to turn this around for you.
Best regards,
The MiWay Team
Best regards,
The MiWay Team
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Pranash's updateReviewer Update
24 Nov 2023, 11:38In addition to the above, Leocardo Martin (Team Leader/Manager) of Adelaide Mohlomi (Claim Advisor) was not able to respond to by questions appropriately and attempted to prevent me from raising a client complaint review, which is really concerning from a client perspective. This is in direct contravention with the regulator (FSCA) requirements and Miway's Complaints Management framework.
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Pranash's update24 Nov 2023, 11:38
Reviewer Update
In addition to the above, Leocardo Martin (Team Leader/Manager) of Adelaide Mohlomi (Claim Advisor) was not able to respond to by questions appropriately and attempted to prevent me from raising a client complaint review, which is really concerning from a client perspective. This is in direct contravention with the regulator (FSCA) requirements and Miway's Complaints Management framework.
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Pranash's updateReviewer Update
24 Nov 2023, 12:20Further update: The communication regarding what the next steps of the claim process looks like is not clear. It does looks like Miway passes on the responsibility of communication to external service providers (repair shops), which does not provide clarity to the client. I need to flag yet another example of what poor communication looks like from the relevant claim advisor (Adelaide Mafusi), who remains unavailable, when attempting to call.
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Pranash's update24 Nov 2023, 12:20
Reviewer Update
Further update: The communication regarding what the next steps of the claim process looks like is not clear. It does looks like Miway passes on the responsibility of communication to external service providers (repair shops), which does not provide clarity to the client. I need to flag yet another example of what poor communication looks like from the relevant claim advisor (Adelaide Mafusi), who remains unavailable, when attempting to call.