not happy

Item: MiWay Insurance
Rating: 1
Author: Siya G

It is now approaching 2 month since my car was taken to Miway workshop to repair it. I have never struggle with Miway since I once joined them in 2014. There 3 people that are handling the case that I'm not happy with at all, and this honest make the company to look horrible. 1st person call centre agent (Atlarelang Nhlapo) that assigned the car to panel beater instead of booking to the auto electrician workshop. 2nd person the (Calvin Osborne) an assessor who has heen dragging to authorize the go ahead since day one and the person they report to (Phineas Kepekepe) i raise my concern to him / her but no response nothing. I only see lack of management from this person and poor service delivery from the assessor and the agent. weekly i'm always calling emailing these people with no a way forward. can my case (C***) be handled by people who are willing work with a can-do attitude. Please this is frustrating. refer to the email trail

Hi Rose / Phineas ,

Are you able to advise since Calvin has out of office message ?

Regards Siyabonga *** - ***

From: Siyabonga Gqotso [ MTN South Africa ] Sent: Monday, 22 May 2023 12:14 To: Calvin Osborne <***>; Atlarelang Nhlapo <***> Cc: Siyabonga godfrey <***>; Rowan Rose <***> Subject: RE: C***

Hi,

Can I please have a feedback on this, or advise if you guys are not going to fix this so I can find a way forward by myself ? This is totally unacceptable where I will have to wonder what is going with the my car mean while a pay the premiums.

Regards Siyabonga *** - ***

From: Siyabonga Gqotso [ MTN South Africa ] <***> Sent: Thursday, 18 May 2023 13:07 To: Calvin Osborne <***>; Atlarelang Nhlapo <***> Cc: Siyabonga godfrey <***>; Rowan Rose <***> Subject: Re: C***

Good day Calvin,

Do you have any feedback on this ?

Regards Siyabonga *** - *** ________________________________________ From: Siyabonga Gqotso [ MTN South Africa ] Sent: Wednesday, May 10, 2023 10:45:42 AM To: Calvin Osborne <***>; Atlarelang Nhlapo <***> Cc: Siyabonga godfrey <***>; Rowan Rose <***> Subject: RE: C*** Hi Calvin, Thank you for your response, I will await for the diagnosis report feedback you will get. Kind regards Siyabonga *** - *** From: Calvin Osborne <***> Sent: Wednesday, 10 May 2023 10:40 To: Siyabonga Gqotso [ MTN South Africa ] <***>; Atlarelang Nhlapo <***> Cc: Siyabonga godfrey <***>; Rowan Rose <***> Subject: RE: C*** CAUTION: This email originated from outside of the MTN organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. Good day We have followed up with Colin at the repairer (Elegant Square) and was advised that the mechanic did an inspection and Will request for a diagnostic to be done. Colin will be provide feedback once he has the fault print out on the vehicle. Kind regards, Calvin Osborne Motor Vehicle Assessor t: *** | f: *** | e: ***

MiWay Insurance Ltd. 48 Sterling Road, Samrand Business Park, Kosmosdal Ext 12, 0157, Gauteng. Reg No: ***. MiWay is a licensed non-life insurer and Financial Services Provider (FSP 33970). Ts & Cs apply. Board of directors. View our email disclaimer, alternatively send a blank e-mail to ***

» Help the environment - please don't print this email unless you really need to! From: Siyabonga Gqotso [ MTN South Africa ] <***> Sent: 09 May 2023 10:50 AM To: Atlarelang Nhlapo <***>; Calvin Osborne <***>; Phineas Kepekepe <***> Cc: Siyabonga godfrey <***> Subject: RE: C*** Hi Calvin, Please advise if you manage to give the company a way forward ? Thanks, Regards Siyabonga *** - *** From: Siyabonga Gqotso [ MTN South Africa ] Sent: Thursday, 04 May 2023 10:59 To: Atlarelang Nhlapo <***>; Calvin Osborne <***>; Phineas Kepekepe <***> Cc: Siyabonga godfrey <***> Subject: RE: C*** Hi Joseph, Thank you and noted. @Calvin Osborne please assist on the below email thanks. Kind regards Siyabonga From: Atlarelang Nhlapo <***> Sent: Thursday, 04 May 2023 10:55 To: Siyabonga Gqotso [ MTN South Africa ] <***>; Calvin Osborne <***>; Phineas Kepekepe <***> Cc: Siyabonga godfrey <***> Subject: RE: C*** CAUTION: This email originated from outside of the MTN organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. Good day, I received the below email, thanks. With regards to the excess you will pay it to the Panelbeaters. @Calvin Osborne please give Elegant Square a go ahead, I can`t send auth to them from my side.

» Help the environment - please don't print this email unless you really need to! From: Siyabonga Gqotso [ MTN South Africa ] <***> Sent: Thursday, May 4, 2023 10:12 AM To: Atlarelang Nhlapo <***>; Calvin Osborne <***>; Phineas Kepekepe <***> Cc: Siyabonga godfrey <***> Subject: Re: C*** Hi Joseph, Kindly note yesterday I was advised by Anthea from Topline panel beaters that the car has been transported to East London to Alegent Square Panelbeater, so today I called the company to check with them if they got the car and they confirmed that it arrived yesterday and now they are waiting for Miway to give them the way forward. Last time we spoke you told me that once the car is at the company premises that will be fixing the car, there's an access of R3900 that will be required from me to pay, now I need to know to whom do I pay the access to ? Can you also allow or give them the way forward as they say. Also note please reach out to me on this number *** if you will struggle to get hold of me on *** due to loadshedding. Thanks Kind regards Siyabonga *** - *** ________________________________________ From: Siyabonga Gqotso [ MTN South Africa ] <***> Sent: Tuesday, 25 April 2023, 10:34 am To: Atlarelang Nhlapo <***>; Calvin Osborne <***>; *** <***> Cc: Siyabonga godfrey <***> Subject: RE: C*** Hi Phineas, I hope you are doing well ? Kindly note this serves as a complaint I have for these two guys that are dealing with the claim in the subject line. Looking at this email below you can also see that there are two guys that should have be communicating so they can know what is outstanding and how to proceed with the claim. So on Friday I went to Topline Panel Beater in Queenstown where my car is at. There are communications from Althea (Topline panel beaters) to Calvin that has the report that Joseph is questioning on the email below and on top of that on the same day I had asked Althea to include Joseph and you so that you can have full report that was required from the RMI approved, mind you this was done on Friday. I kept on calling the call centre so they can transfer my call to Joseph, the feedback I kept on getting was, Joseph is not signed in to his extension for him to take calls. I sent him emails since if he is not meant to sign in when he doesn’t want to, he hasn’t returned the calls, maybe it is not part of his job. So what I’m requesting from you is to assign someone who will manage to work on my claim efficiently with a can do attitude, a person who will provide me feedback when required. On a daily base I find myself speaking to guys from Topline Panel Beaters whom they get frustrated as I am, am I insured with them (Topline Panel Beaters) or with you guys (Miway). I’ve been insured with Miway for years and I have never experience such bad service as this one. To begin with why from the onset he booked the car to go the panel beaters ?, had this car was booked to the correct department many of these lack of communication and delays would have been minimised. This is a 3rd week now since the car was taken to Topline Panel Beater, my car there is exposed to the direct sun, rain etc. I’m not happy at with this service. Warm regards, Siyabonga Gqotso Engineer - Telephony Systems C: +***7 *** | www.mtn.co.za

This email is confidential. If you have received it in error, you are on notice of its status. Please notify us immediately by reply email and then delete this message from your system. Please do not copy it or use it for any purpose, or disclose its contents to any other person as to do so could be a breach of confidentiality. Thank you for your cooperation From: Atlarelang Nhlapo <***> Sent: Saturday, 22 April 2023 11:35 To: Siyabonga Gqotso [ MTN South Africa ] <***>; Calvin Osborne <***> Cc: Siyabonga godfrey <***> Subject: RE: C*** CAUTION: This email originated from outside of the MTN organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. Good day, @Calvin Osborne please advise if you received any emails from the P.B MiWay Insurance Ltd. 48 Sterling Road, Samrand Business Park, Kosmosdal Ext 12, 0157, Gauteng. Reg No: ***. MiWay is a licensed non-life insurer and Financial Services Provider (FSP 33970). Ts & Cs apply. Board of directors. View our email disclaimer, alternatively send a blank e-mail to ***

» Help the environment - please don't print this email unless you really need to! From: Siyabonga Gqotso [ MTN South Africa ] <***> Sent: Friday, April 21, 2023 12:25 PM To: Atlarelang Nhlapo <***>; Calvin Osborne <***> Cc: Siyabonga godfrey <***> Subject: RE: C*** Hi Joseph, Can you please advise or call me ?, there’s email sent you and Calvin by Althea from Topline panel beaters. Thanks, Warm regards, Siyabonga Gqotso Engineer - Telephony Systems C: +***7 *** | www.mtn.co.za

This email is confidential. If you have received it in error, you are on notice of its status. Please notify us immediately by reply email and then delete this message from your system. Please do not copy it or use it for any purpose, or disclose its contents to any other person as to do so could be a breach of confidentiality. Thank you for your cooperation From: Atlarelang Nhlapo <***> Sent: Tuesday, 18 April 2023 14:33 To: Siyabonga Gqotso [ MTN South Africa ] <***>; Calvin Osborne <***> Cc: Siyabonga godfrey <***> Subject: RE: C*** CAUTION: This email originated from outside of the MTN organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. Good day, @Calvin Osborne please see the below and assist MiWay Insurance Ltd. 48 Sterling Road, Samrand Business Park, Kosmosdal Ext 12, 0157, Gauteng. Reg No: ***. MiWay is a licensed non-life insurer and Financial Services Provider (FSP 33970). Ts & Cs apply. Board of directors. View our email disclaimer, alternatively send a blank e-mail to ***

» Help the environment - please don't print this email unless you really need to! From: Siyabonga Gqotso [ MTN South Africa ] <***> Sent: Tuesday, April 18, 2023 1:31 PM To: Atlarelang Nhlapo <***> Cc: Siyabonga godfrey <***> Subject: C*** Hi Joseph, There’s an email that was to Kelvin or Calvin by the office admin from Topline panel beaters. Could you please get your assessor to respond ? RMI approved is waiting for him so they can do full assessment to the car. Thanks,

Helpful (0)

Replies (1)

MiWay Insurance's replyOfficial

22 May 2023, 14:49

We love winning when it comes to service. Our sincere apologies about the frustrations that have resulted from this! Your message is with the right team and someone will be in touch soonest to see how we can turn things around for you.

Best regards,
The MiWay Team

MiWay Insurance's reply22 May 2023, 14:49

Official