MiWay Lack of customer service -

MiWay – Where do I begin to even describe the dissatisfaction with their service.

I had an accident on the 8th June 2018. By the 10th (after completing a claim on their system and speaking to an agent), I was asked to take my vehicle for an assessment at Club Motors Fountains. Vehicle was then assessed on 12th June and was told it was a write-off due to the damage. Club Motors Fountains was to report to MiWay and so I left with my damaged vehicle awaiting feedback on a rental vehicle.

MiWay then informs me that my claim was approved and vehicle will be repaired. Now my confusion starts: How does one go from a write-off to only repairs???????

The accident quote R 131775.46 minus my excess of –R5180.00 brings the amount to :

R141,700.00 RETAIL - INSURANCE COVER R126,593.46 REPAIR COST R 15,106,54 – Difference R 94925.28 - Settlement amount as at 06.06.2018 R 000.00 RENTAL VEHICLE COST (tba)

I was totally blow over as I already establish that my Insurance policy covered me for the Retail amount which after my enquiry worked out to be R14,1700.00. I then contacted Club Motors Fountain and asked if they are aware that the vehicle will be send for repairs. It’s been my fist claim since I took out the insurance since 2016. This was totally a situation being at the wrong time at the wrong place and at the moment I’m the victim. I’m still driving the accident vehicle as I do not have any other method of transportation.

I would like the party’s involved to know as I explained to Dimakatso at MiWaythe vehicle can’t be refuelled due to some leakage that was visible on the assessment inspection. I recently started a new job as a contractor and can’t afford to be off work.

My complaint however is that since my claim has been submitted nobody could answer my questions.

I need to understand that how can an approved MiWay assessor which MiWay referred and sent me get to an amount of R126,593.46 for repair cost after deductions. Then after numerous phone calls enquiries and Dimikatso tried from her side to get me some answers , she got told by Margin Shai to forward me this report with NO explaining and with the cost @R 68,971.08 AND when I eventually got hold of him and asked about the price difference, I got told that parts were to be sourced to repair my car whereby my reactions were that’s not acceptable. Not one of the parts that will be used will have guarantee (parts failure warranty) on it and what will protect or cover me should the parts have any other defects in the months after repairing. My questions are as follows: 1. On the day of insuring my vehicle with the km it had I’ve been quoted a premium which I did not mind paying because I knew should something happened to my vehicle I will be covered. 2. Why must my vehicle be repaired with second hand parts if I paid the amount quoted by MiWay, nowhere is it stipulated that should my vehicle be involved in an accident that they will make use of 2nd hand parts to repair. 3. I took out extended warranty as well as an extended service plan to make sure my vehicle will be taken care of should I needed to make use of it. On top off all that I took out a body repair policy which would have covered the vehicle should my vehicle pick up minor dents etc. or trolley or something scratch my car. So in other words I made provisions for all that type of head ache’s so my car can be in top condition . 4. How can I offer a vehicle to any other potential buyer with the knowing my vehicle that was fully Insured will be repaired with second hand parts?????? Most embarrassing is that the vehicle chassis that’s been badly dent may be even more damaged that the eye can see will be – As per quote “ Set vehicle on Chassis jig for repair” I mean come on we are talking about a chassis –structural damage

Ironic I received a revised Insurance premium for my vehicle from MiWay where my premium increased and keeping the following combined factors in mind: Quoted:- “-Depreciation of vehicle’s value”- If you can please estimate the value after it’s been repaired and fitted with second hand part - there way. -“Replacement cost of vehicle parts (nowhere stipulated parts to be sourced) due to the weakening of the exchange rate” “Increase in labour cost associated with vehicle repairs” -“Any claims and premium non-payments within the last year”. I’m accident free for the last 7+ years. This accident which happened on the 8th June was not my mistake. -“Changes in risk factors which influence your profile”. – NO factors could influence my factors – as I’ve looked after my vehicle to keep it super roadworthy.

In the policy wording it says: MiWay give us as valid paying customer the freedom to do things our way - I surely need that explained to me.

My MiWay policy premium includes a loan vehicle wich after a lot of arguments got delivered to me on the 29 June 2018 on the 27 July I got a message from MiWay informing me that the Avis Rental vehicle needs to be return if not the the rental will be charged for my account. MiWay never ever tried to contact me as a customer regarding transportation as my vehicle has still not been repaired and are still with the panelbeaters. That leave me with no transport to get to work. Today is the 21 August 2018 up to now I' had no email nor telephone call from MiWay regarding the repairs of my vehicle. I do not have any transportation and are relying on lifts to get to work and from work .

Lizette Koen