Passing the buck

19 NOVEMBER 2018 Dear Miway

I am writing to you regarding my recent insurance claim and an issue that has arisen around the availability of a courtesy car from MiWay.

On 30 September 2018 I was involved in an accident. The following day, 01 October 2018, a claim was registered with miway insurance company and a claim number issued (No C ********** 1). That same day Andrew from MiWay was assigned to my case as an assessor.

I received a call from said Andrew the following day, 02 October 2018, with reassurances and guarantees that he would avail himself and come to Witbank on the 5th of October to gather all the necessary information regarding my case. Unfortunately he did not arrive on 05 October 2018, and only arrived on the 9th of October 2018. Upon arrival he did manage to take photographic evidence of my damaged vehicle.

On 18 October 2018 repairs were authorised and 30 September 2018 accident was authorised, and Zambesi was able to update the ordered parts on 30 October 2018. The following day, 31 October 2018, I was notified that the courtesy vehicle that MiWay Insurance had provided to me needed to be returned, since the lease agreement was up until that day. However, Biko was able to extend the courtesy car to me for a further period for 7 days. The courtesy vehicle was returned to MiWay on 7 Nov 2018.

My frustration and disappointment stem from the fact that MiWay removed the courtesy car from me before my vehicle was returned to me. It is still in the repair shop, and having spoken to the workman in charge of repairing my damaged vehicle, I was advised that a further 5 weeks is required to source the parts and complete the repairs. I am disappointed because MiWay's decision to leave me without a car is unnecessary and a great inconvenience to me. I cannot understand how MiWay expects me to continue working and attending to the daily necessities of life and family without a vehicle. Is MiWay anticipating that I pay out of my own pocket for another courtesy vehicle for a further 5 weeks? Please help me understand this as I am rather frustrated, disappointed and confused by Miway's actions. I am also keen to know if there are any remedies from MiWay for the remaining weeks until my vehicle leaves the repair shop? I have always believed that MiWay values each of their clients and am confident that you will help me and help me to resolve my issues and complaint. Otherwise I will be left with no choice but to take my matter to the Ombudsmen.

I thank you in advance.

During my claims process I dealt with Gerhard Du Toit, Biko Phaswane and a lady by the name of Elmari/Annemarie. I did not catch her name well. I look forward to hearing from you on this matter.

kind regards, TD Masango