MIWAY ROADSIDE ASSISTANCE NIGHTMARE

Item: MiWay Insurance
Rating: 1

On Sunday the 15th May 2016 I left the village of Seabe village around 13h20pm. I was travelling with my 3 kids and my nephew. I used google maps for directions as I am not fami**** with the area then I got stuck in the mud in Rust de Winter area. I tried calling Miway but the network was bad and it was raining. After numerous attempts I send my friend Wendy a whatsapp message telling her we are stuck and asked her to call Miway for me. She called and I received a call from a lady who asked where I was I tried my best to give her an indication where I was and she told me I will receive an sms with reference number. I waited for the sms and it wasn't coming through then I called Miway and tell the lady I still haven't received the sms. I then received the sms immediately after dropping the phone. After a few minutes I received a call from Europe assist and they connected to the guy named Presley who was supposed to come and rescue me. I tried explaining to Presley where I was and he said he doesn't understand. I asked for his whatsapp number and I shared the directions from google maps and sent the location. Presley said he doesn't understand the directions. After a very long phone call he seemed to understand after I was explained where did I turn in order to end up on the gravel road. After a while I called him asking where he is, he said he's still at home and he has asked the police to trace me then he will come. He gave me the number for the Rust de winter police station. I called the police and they confirmed he has reported them but the station only has two vans and they are both out on other missions. After speaking to the police I called Presley and told him the police said the vans are out so and I asked him to come as it was getting dark and we were freezing as the water was now coming into the car. He said he will leave home in few minutes. After a while he called and said he is on the way and has just passed the spot where the tar road ends and he is now on gravel road. I reminded him that he has to turn left nearby. We waited. Then he called to say he has passed the gravel road and he is now on his way to the police station and he said he did not turn left because there was a lot of water so he thought I wouldn't have been turned there as I am driving a small car. I told him when I turn there wasn't a lot of water but I wouldn't because it has continued raining after we have passed. I tried calling Miway but I kept being referred to the main menu. He got to the police station then they called me unfortunately my battery died. That was before 18h00pm. My friend Wendy continued communicating with Presley and the Police. She asked Presley why is he sitting at the police station instead of trying to find us. Luckily I was sharing with Wendy all the information. My friend was not getting any joy and my family was also worried they even went to Diepkloof Police Station to try and ask them to intervene but the police said they cannot get involved as it is a different province. Luckily my friend did not give up, she then spoke to Officer Kekana who was on night shift and she sent him the directions that I have shared with her and Presley. Officer Kekana was able to pick up where we are. As we were sitting in the dark with feet on the dashboard we saw the light coming in front of us, it was the police van but it could not get closer as there was a lot of water in front of us. He asked if we are okay and said he is coming to get the breakdown then he left. After about 10 to 15 minutes we saw the light coming from behind it was the officer. He told us he had called Presley and unfortunately Presley is on his way to KwaMhlanga to deliver another vehicle. We got out of the car and into the police van. When we arrived at the police station the clock on wall said its 23h35. We sat around the heater. Presley called after midnight and said he is waiting for Miway supervisor to confirm if he can come rescue us. after a while he came. We went to get the car with the police. We came back to the police station took the kids and we get on the way to Johannesburg. The police escorted us until we joined the N1. We drove and when we were around Pretoria I started noticing that the speed is reducing and the car now has a funny noise. When I was around Beyers Naude the police stopped me on the freeway and asked what is the problem as they can see the car has mud and it is struggling to move. they asked where am I going I told them. They said I should try as Diepkloof is not far from there. I tried but just after passing the 14th Avenue off ramp the car could not move. I tried calling the *** and the*** and same story kept on getting the " if you want to speak to the agent press one". the police that have stopped me earlier came to they also tried to start the car, it started but does not move. I told them I am trying to call Miway and I am not winning. They said I must just call someone who can fetch my car as Miway is not gonna come. I then called home for assistance. Police Officer Kekana called around 04h30am to find out if we have arrived home safely. I told him that we are now stuck closer to home. He called again during the day and I told him we arrived safely. Police officer that was on day shift on Sunday also called on Monday to find out if we are okay. Up to now there hasn't been any contact from Miway only Europe Assist.I do not pay my premiums to Europe assist. If you have contracted this company to do your emergency services does that mean you just have to dump your clients to them? Some insurance companies even when you report your geyser they allocate a plumber to you and keep contact to find out if you are happy with the plumber or if you need anything. Since I have not received a call from Miway I have concluded you don't care about your clients. Europe assist said they are arranging counselling they asked the suitable time I said 15h00 on Wednesday but they never called. Now tell me why should I pay premiums if I am not going to receive the service when I need it. When Presley said he can't trace us what measures were taken by the Miway? When my friend called to say Presley has not helped us the agent told my friend that Presley should have rescued us by 16h20pm. By 16h20 Presley was still at home he haven't even tried to locate us. Even after that Miway did not have any interest. Presley was even dispatched to do another job while we were there waiting for death. I believe if I did not have insurance I would have got help earlier. Imissed work on Monday and my kids missed school. Car was in mud and water for 11 hours maybe Miway think it's a boat. REF: G9KLG01

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