NOT HAPPY WITH CLIENT SERVICES (MIWAY INSURANCE)
CREATING REASONABLE EXPECTATION FOR ZERO EXCESS:
I wish to lodge a complaint against Client Services Agent, Lehlohonolo Khumalo, who have created a reasonable expectation for a R0 excess deal on my current MiPlace (Building Insurance Policy).
For context, see below:
1. After I had registered a claim for a borehole pump, the claims agent asked whether I’d be interested in being transferred to Client Services to check whether I can negotiate a better deal on the excess amount of R2200. 2. I have subsequently been transferred to Lehlohonolo, who advised that the lower the excess fee, the higher the premium will essentially be. I asked that she confirms what the current premium is, and what the premium will be if the excess were to be reduced to R0. She communicated the following to me:
CURRENT PREMIUM: R634, 17 (Standard Excess of R2200) NEW PREMIUM R672,20 (Standard Excess of R0)
This is an increase of R38.
I ACCEPTED THE OFFER, AND IT WAS AGREED THAT THE PREMIUM WILL BE THIS AMOUNT.
3. Before she concluded, she asked whether she could call me back as the supervisor has to override all amendments to policies, to which I agreed. 4. Before we ended the call, I informed and checked with her if this is only a formality (for supervisor to override), and that the new agreed amount is confirmed, and that no other changes must be communicated now that she must ask the supervisor to authorise the amendment, to which she agreed. (Second confirmation of new premium) 5. Ten minutes later I received a call from her informing me that the supervisor has looked at my claims ratio, and the best they can do is R1500 as excess amount. I informed her that this is *********, as we had already agreed and confirmed the new amount. Nowhere during the call did she say that the offer is subject to approval, prior to confirming the amount. (PLEASE LISTEN TO THE TELECON RECORDINGS)
I am, therefore, insisting that the new amount of R0 excess stands, and that the new premium be increased to R672, 20, as agreed and confirmed telephonically between ourselves. Furthermore, I am requesting the following as soon as possible:
1. Copies of both telephone recordings (The initial call that was made from MiWay Claims Department, and where I was transferred to Client Services, as well as the call that was made by Lehlohonolo after having spoken to her supervisor, Christine Kekana) 2. I be contacted by her supervisor, Christine Kekana as soon as possible, because according to her, she was not at liberty to provide the email or telephonic contact details of her supervisor without her consent. She also claimed that the supervisor was not at her desk at the time that I requested to speak to her.
Best regards,
The MiWay Team
Best regards,
The MiWay Team
I was contacted by two agents from Complaints Resolution Centre, who have acknowledged receipt of this complaint. Thank you for the swift response.
Christine Kekana called me now to inform me that they have reduced the excess amount to R0 on all future MiPlace claims, but that my excess on the current claim will remain at R2200, although the claim was registered on the same day. I am not happy about the outcome, and will definitely look at alternative service providers who may be able to provide better 'bang for buck' in this already challenging economic climate that we find ourselves in.
I have been a MiWay client for over 11 years, and expected them to at least show that they 'value' me as a 'valued client', and not become technical in wording, and trying to evade, and account for their employee's engagement.
I was contacted by two agents from Complaints Resolution Centre, who have acknowledged receipt of this complaint. Thank you for the swift response.
Christine Kekana called me now to inform me that they have reduced the excess amount to R0 on all future MiPlace claims, but that my excess on the current claim will remain at R2200, although the claim was registered on the same day. I am not happy about the outcome, and will definitely look at alternative service providers who may be able to provide better 'bang for buck' in this already challenging economic climate that we find ourselves in.
I have been a MiWay client for over 11 years, and expected them to at least show that they 'value' me as a 'valued client', and not become technical in wording, and trying to evade, and account for their employee's engagement.
I was contacted by two agents from Complaints Resolution Centre, who have acknowledged receipt of this complaint. Thank you for the swift response.
Christine Kekana called me now to inform me that they have reduced the excess amount to R0 on all future MiPlace claims, but that my excess on the current claim will remain at R2200, although the claim was registered on the same day. I am not happy about the outcome, and will definitely look at alternative service providers who may be able to provide better 'bang for buck' in this already challenging economic climate that we find ourselves in.
I have been a MiWay client for over 11 years, and expected them to at least show that they 'value' me as a 'valued client', and not become technical in wording, and trying to evade, and account for their employee's engagement.
I was contacted by two agents from Complaints Resolution Centre, who have acknowledged receipt of this complaint. Thank you for the swift response.
Christine Kekana called me now to inform me that they have reduced the excess amount to R0 on all future MiPlace claims, but that my excess on the current claim will remain at R2200, although the claim was registered on the same day. I am not happy about the outcome, and will definitely look at alternative service providers who may be able to provide better 'bang for buck' in this already challenging economic climate that we find ourselves in.
I have been a MiWay client for over 11 years, and expected them to at least show that they 'value' me as a 'valued client', and not become technical in wording, and trying to evade, and account for their employee's engagement.