MiWAY's POOR SERVICE

MiWay does not care about how they deal with their clients.

On the 18 November 2024, my daughter was involved in an accident. The driver of the other vehicle drove into the back of her car at a traffic intersection. As I am the main member, I was the contact who dealt with the claim.

It is worthwhile to mention that prior to this accident, I was extremely satisfied with MiWay. Also, I never had any direct accident claims with MiWay, previous 3rd party claims were handled directly with the other driver's insurance who caused the accidents into a vehicle that was parked.

So, when this accident happened in November it became my first direct claim. This is where MiWay truly showed their poor customers service and bad communication. I was assigned a Claims Advisor, Khothatso, who was so unprofessional with no customer satisfaction and feedback skills.

The car was towed to the Storage Yard of MiWay since it had to be towed away and could not be driven. It took MiWay 2 weeks to get the car from their Storage to a Panel Shop, from the 18th November until the 1st December. All emails and calls to Khothatso ended in a dead end, causing relentless anger and frustration. This being my first MVA claim with MiWAy and this is how they treated me as a "loyal customer." Requests to get through to a Supervisor to escalate my total dissatisfaction also failed. I received one call from a Supervisor, but as I was unable to take the call at that point, I returned the call later. With no success to get hold of a Supervisor after numerous attempts. I eventually was assisted by a young man, Jerod Meiring, who managed to arranged the notice to the panel beater to collect the car. He need to be commended as he even sent me a follow up email to check in if I was contacted by the appointed panel shop.

By now it was clear that the 2 weeks delay getting the car to the panel shop in conjunction with December annual holiday would result that the car will only be repaired in 2025.

This is when the whole situation worsened with regards to the unacceptable conditions for the replacement part, that had to be second-hand or non OEM. To find the second-hand parts was extremely frustrating since no work could be executed. When I raised a concern about second-hand parts, I was told in not so many words, but even if I go to the Ombudsman about the second-hand parts I would not have a case based on previous rulings. This I saw as a smack in my face.

At this point I was still not able to speak or get a call or email from a supervisor.

Imagine my appointed Advisor, Khothatso, disappeared in keeping contact with me.

Finally, the car was repaired, and with all excitement that the ordeal over, I went to collect it on the 6th February.

To my dismay, as I approached the car to drive it away from the panel shop, I noticed a 300 to 400mm scratch on the right rear door and some smaller scratches on the left front door. I refused to take the car from the panel shop as these scratches were not there on the of the 18th November when the tow truck took the car away from the accident scene. The panel shop indicated that they received that car as is with the scratches and they had the evidence on camera thereof. I, immediately sent my finding to MiWay with very little urgency from them to review the records to see what the condition was at the delivery to their storage and thereafter at the upliftment from their storage to the panel shop.

I finally received the email address of the supervisor, Sicelo, to whom i expressed my dissatisfaction with. She promises to expedite the resolution to see where that damage was caused and by whom. As whoever damaged the car should be held liable to fix it. After a week of no feedback I eventually collected the car. as is, from the panel shop. To this point I am still waiting to hear from MiWay. They are pathetic and unconsidered in how they deal with what they define as loyal customer.

I would strongly recommend anyone to consider their options before signing up with MiWay. You may get the same treatment the moment you lodge a claim.

I do not even want to discuss the poor response from their legal when I followed up on the process and progress for the claim against the other party's insurance, especially to reclaim my access.

I will move away from MiWay the moment my matter get resolved as I cannot accept mediocracy.

Hullet