Mother-in-law messed around by MiWay after they rejected vehicle claim, tell her to claim twice to then fix rest of damage they refused to cover, then send her threatening emails stating she claims too much (before this 17 years claim-free!)

I am writing regarding the unsatisfactory handling of my mother-in-law's recent insurance claim for vehicle damage sustained in a minor accident on May 10th, 2024. Despite our cooperation and providing all requested information, we have faced numerous challenges and dismissive responses from MiWay's assessors. I would like to outline the issues in detail and request a fair resolution. Important Context: • I recommended MiWay to my mother-in-law after I enjoyed many happy years with the insurer – zero excess was offered to her by MiWay and a few competitors, but my recommendation got it over the line to move forward with MiWay • She has zero excess on her policy, so having to claim twice for the same incident does not result in her paying any additional excess. It does clearly however give MiWay the freedom to now direct threats to their customer for her claim record and so on…I’ll unpack shortly Incident Overview: • On May 10th, mother-in-law’s stationary vehicle was struck by a bakkie that reversed into the side. • She was not at fault, and this was obviously an insurable event covered under her policy. • The impact left her shaken, and someone had to instruct her to move the vehicle. • We followed MiWay's instructions, taking initial photos in overcast, wet conditions and submitting them. Additional Evidence Provided: • A few days later, on a sunny day with better visibility, we noticed additional dents linked to the accident damage. • We promptly informed MiWay and sent clear, supplementary photos highlighting the full extent of the damage as instructed. • These additional photos were taken before taking the vehicle to the panel beater, allowing for a comprehensive assessment. We were advised to take the car in to the panel beater as instructed previously, and all of this would be taken care of. Unsatisfactory Claim Handling: • MiWay's assessors appear to have disregarded the supplementary photos showing the interconnected damage. • The damage on the front door was deemed unrelated, potentially caused by a trolley, despite the obvious curvature aligning with the approved rear door damage. • The initial claim was only partially approved, covering under 50% repair on one door, with poor workmanship, which the panel beater then addressed highlighting how he went above and beyond as MiWay only agreed a ‘less than 50% repair’. • Our dispute on May 27th regarding the damage to the other door not being addressed was swiftly rejected on May 28th, with MiWay only considering the initial, less clear photos. Second Claim and Threatening Communication: • To resolve the remaining damage, my mother-in-law was instructed to file a second claim, which was approved on June 7th – we haven’t moved forward with this, as doing so may put her in a worse off position given how she’s been treated thus far. I want to try resolve this first before doing anything further…to avoid any further MiWay surprises • On June 3rd, she received a threatening email from Se****lo Mo***eng - Head: Client Services, suggesting policy cancellation, increased excess, or increased premium due to her "high claim frequency and amounts." • This is unacceptable treatment for a new customer with a spotless 17-year claims history who faced a legitimate, insurable event.

I want to ensure my mother-in-law is looked after by her insurance, not accused of lying, and then given threatening emails after being pushed into a corner by MiWay…

After sending this detailed email asking them to relook, and so on, I receive this response from Kgake Mokwena:

Good day, Please note that the claim was authorized for accidental damages only and other damages are excluded due to the fact that they were not accident related. This is what we responded to you on the initial complaint. Are you now commencing another complaint on excess?

I responded as follows: Hi Kgake, I wish you’d taken the time to read the email I’ve spent a lot of time putting together before sending an email like this. In my email, it outlays everything, including the fact that my mother-in-law has an insurance contract with MiWay with ‘zero excess’, which should answer the last point you make re “are you commencing another complaint on excess” – the answer is no, as there is no excess that applies here. – this relates to the original dispute/complaint, given everything that has occurred since; the threats since from MiWay etc. (actually I’m not going to rewrite the same email you haven’t bothered to read properly). Your exact statement here “the claim was authorized for accidental damages only and other damages are excluded due to the ‘fact’ that they were not accident related “ and the above statement shows you haven’t bothered to read the email I sent through to you. The panel beater manager himself where we took the car through agreed that “the damage must be related to the same incident - he said it’s “obviously linked” … “because of the line” (while pointing to the line we all see… “it lines up…” But obviously MiWay’s assessor already made it clear in their different eyes, it’s too high/probably from a trolley – the panel beater owner also mentioned - “a trolley can’t make that curve and line…impossible!”… I’ve re-attached pictures which you clearly didn’t bother to open either. Please forward me on to a manager, someone senior, that has read the email I sent through to MiWay. So that I understand next steps. Email ends.

I really don't want to have to start a drawn out legal/ombud process, (esp. for such a minor accident, and in the grand scheme of claims such a small claim) - my mother-in-law can just move forward with the second claim (at zero excess), but given how she's been treated so far, the threats etc, I'm sure she'll be paying for it down the line if we just leave it... hence me now having to raise this. It's all so disappointing.

This is a long story, but in summary, sorry to say this after being a happy MiWay customer myself for many years, AVOID MiWay at all costs, and if necessary, pay a bit more to the likes of Outsurance who are an actual insurer esp. when you need them the most when having to claim.