MiWay – Unacceptable Changes to My Policy Without Proper Notification

MiWay – Unacceptable Changes to My Policy Without Proper Notification

I am extremely disappointed with MiWay and the way my complaint has been handled.

I have been a MiWay client since 2014, and I recently contacted them after discovering that my vehicle tracker was unserviceable. I have also been experiencing ongoing issues with the tracker company.

It was only during this recent communication with MiWay that I was informed that I would be liable for a 15% excess in the event of theft or hijacking if my vehicle does not have a tracker installed.

This was never communicated to me and, importantly, this condition was not stated in my previous policy documents.

Every time I have contacted MiWay over the years, my policy document has been provided to me. However, after I raised this particular query, I received a policy document containing a 15% excess clause that I had never seen in my previous policy documentation.

I immediately raised my concerns with MiWay and requested an explanation. They attempted to contact me telephonically once, but unfortunately I was unable to answer the call at that time. I subsequently received an email stating that they had tried to contact me and that I should "rest assured" that nothing had changed regarding my policy.

This response does not make sense to me.

If nothing has changed, then why does the policy document I received after raising my tracker query now contain a clause that was not present in my previous policy documentation?

I responded to MiWay and specifically questioned the apparent change to my policy document. To date, I have received no response.

This is completely unacceptable. I have been a customer since 2014 and expect transparency and proper communication regarding the terms and conditions of my insurance policy. A significant 15% excess relating to theft or hijacking is not something that can simply be ignored or explained away.

I am therefore requesting that MiWay properly investigate this matter and provide me with the relevant policy documentation showing when this clause was introduced, as well as proof that I was properly notified of and agreed to this change.

If the clause is not removed and my policy is not corrected to reflect the terms that were previously applicable to me, I will escalate this matter to the Ombudsman and the relevant consumer protection authorities.

This is also not the first time I have had an issue with MiWay where I feel my concerns were not properly addressed. I will not let this matter slip or simply accept an explanation that does not address the discrepancy in my policy documents.

I am posting this complaint because I believe consumers have the right to know when material changes are allegedly made to their insurance cover without clear communication.

MiWay, I expect a proper investigation, a written explanation and a fair resolution. I will not let this matter go.