Ongoing Lack of Communication and Poor Claims Handling

MiWay Insurance – Ongoing Lack of Communication and Poor Claims Handling (Lowest Rating)

I am submitting this complaint to formally express my extreme dissatisfaction with the service I have received from MiWay Insurance, specifically in relation to my claim and the handling thereof by their consultant, Nelisiwe.

From the outset, this matter has been plagued by poor communication, broken commitments, and unacceptable delays. Despite numerous emails, follow-ups, and promises of feedback, I have repeatedly been left without any response or meaningful update. This lack of communication has caused unnecessary stress, frustration, and inconvenience.

I was promised feedback at specific times and dates, yet these commitments were not honoured. When responses did eventually come, they were either vague, generic, or failed to address the actual concerns raised. An apology letter issued on 8 December 2025 did not meaningfully address the complaint, explain what went wrong, or outline corrective measures. It felt like a tick-box exercise rather than genuine accountability.

My vehicle has been damaged for an extended period, and the delays in authorisation and repair arrangements have been unreasonable. As a paying client, I should not have to constantly chase updates, escalate matters myself, or threaten public platforms just to receive basic service. This experience has made it clear that customer care and urgency are not prioritised. The consultant said she is doing me a favour........

The conduct and lack of responsiveness from Nelisiwe, and the absence of proper oversight from MiWay, have left me with no confidence in their complaints resolution process. An insurance company is expected to provide clarity, timely feedback, and support during stressful situations none of which were delivered in my case.

Based on my experience, I rate MiWay the lowest possible score. I am sharing this publicly so that other consumers are aware of what they may face and in the hope that MiWay finally takes accountability, provides formal feedback, and implements measures to prevent other clients from experiencing the same treatment.

I am still awaiting proper resolution, formal feedback on my complaint, and clarity on the way forward.

Very disappointed.