Not to be trusted.

On the evening of the 20th of March 2024, I hit a rock that was jutting out at the entrance to my driveway. The next morning, I submitted a claim to MiWay via their online App. I was requested to submit various photographs of my vehicle along with some other documents which I did. I did not hear anything back from them until I sent a message asking for feedback on the 21st of March. I then received a message with my claim number and that I would be contacted soon by the person assisting me with my claim. I was also requested to resubmit the photos and documents as MiWay informed me that they had not received my original documents. I did not hear anything further and once again contacted them on the 25/03/2024 to find out what was going on. I was told that the claim was rejected because the damage that MIWay assessed to my vehicle was lower than my R3000.00 excess. I told the lady assisting me with the claim that this was impossible as I would imagine the damage to be considerably more. She told me to take my vehicle to a panel beater for a quote and submit the quote to MiWay. The quote amounted to about R 38000.00 I submitted this to MiWay and waited. On the 2/4/2024, I had not received anything from MiWay and so I contacted them to complain that I had not received any feedback. I was requested to resubmit the quote as they had not received it. I then received an email saying that the case had been closed. This is the email. “Good day, Please note the claim was closed as within excess, We had discussed this on the 25.03.2024, where you had advised you would send a quote of the damages for us to review.” Apparently, again, they had not received the panel beater’s quote. I resubmitted the quote and waited. I contacted them again to be told that the assessors were staying with their decision to not pay me out as the sidestep of my vehicle which I had damaged was an “extra” and I had not declared it as such. This is the email: Good day Please note, unfortunately the report will not be amended, as per assessors note, the sidestep is an extra , there is no cover on the policy for the side step as it wasn’t added as an extra Thank you This came as a shock to me as I believed the sides steps were part of the vehicle. When I purchased the vehicle as a demo with 6000kms on the clock, I was told that there was a bull bar, tow bar, and a radio system which had been added to the vehicle. I declared all of this to MiWay when I initiated the contract with them. I told MiWay that I was not happy with the outcome, and I was informed on the 8/4/24 that I could submit a dispute. This is the email. Good day Mr. Boreham, Please note you may make us of our disputes department regarding the outcome of your claim, Please kindly email ***, they will be able to assist. I submitted my dispute on the 14/4/24. I also requested that a senior manager contact me to discuss the matter. I received this email from MiWay on the 16/4/24. Dear Mr Boreham We refer to your dispute below and attached hereto, and confirm that the writer has been allocated this matter for consideration. Kindly take note that we respond to each dispute in the order in which it is received. Therefore, when dealing with each dispute, we consider all necessary recordings and transcribe them if relevant, we consider whether the claim was handled in a fair manner in accordance with your policy with MiWay and furthermore conduct meetings with the Head of Legal to finalise our decision. We usually have a turnaround time of approximately 5 days within which to expect our comprehensive response. We confirm that we will be liaising with the relevant MiWay Claims Assessor and respective Manager(s) and that our feedback will be accompanied with the necessary documentation and recordings in support of our decision on the matter. We trust you find the above in order and should you have any further questions or queries in respect of this claim in the interim, please contact the writer directly on the contact details below. Kind regards, Legal Dispute Specialist I am now writing this review on the 28th of April, and I have not heard a thing from MiWay or been contacted by a senior manager. Either they are inundated with dispute claims, or they just could not be bothered. I have, in the meantime, cancelled my policy with MiWay as they are obviously an organization that I do not trust.