Pathetic incompetence from MIWAY!

Item: MiWay Insurance
Rating: 1
Author: Tracy M

I am so sick and utterly frustrated with Mi-way! I have been a Mi-Way client for 5 years yet after having to claim with them things are just getting worse. I first had a problem where a representative could not read out the correct amount that I was going to be paid on my claim. She gave me the retail value(on two occasions) instead of the market value(which is what my vehicle was insured for). Due to the representative telling me the incorrect amount on two occasions I insisted that I get paid the retail value. Her manager had a bad attitude saying that it was a “human error” and that I won’t be paid the retail value. Thankfully after going to their Disputes Department, my claim was paid to my satisfaction. Thereafter everything goes downhill. As if after you claim they want to get rid of you. On 20 April 2016 I insured my Caddy pick- up and on 15 May 2016 I insured my “brand new” TSI – which was insured as a used vehicle. Exactly a month (20 May 2016) after insuring the Caddy I receive an sms that the vehicle needs to be inspected to be covered. After receiving the sms I immediately called mi-way to find out why I was not told about the inspection on the call. The senior consultant Thabo Teeffu asked if I read the policy, of which I did. He said it was my responsibility to get the inspection done. Firstly I do not work in the insurance Industry so how was I supposed to have distinguished which vehicles need to go for inspection and which don’t? As when I insured my TSI I asked the question, “does my vehicle need to go for inspection” and I was told no because it is a brand new vehicle. If I did not ask, I would have not known and made an unnecessary trip to get the vehicle inspected. As FAIS representatives a consultant is supposed to disclose this information to the client. My next issue is that I called in and changed my banking details with effective 25 May 2016. Which was confirmed it was done and my updated policy document was sent with the new banking details. On 25 May I log onto my new bank account only to see that the debit did not go off. Thinking at the back of my mind that “your-way” debited my old account, I log onto my old account – which did not have sufficient funds as the account is going to be closed – and I see that they did debit my old account. The debit order returned and I was charged a return debit fee of R90. Again I had to call Miway on 30 May 2016. I spoke to Khulu who tells me that if the change was done after a certain time it would not go off the new banking details. I told her that I clearly asked the agent that did the change a few times to confirm if the debit will go off effective 25 May 2016 and that is what was confirmed. I asked for them to do an immediate debit off which she confirmed would be done that night from my new banking details. I told her that they are holding up the closure of my old bank account, of which she confirmed can be closed. Three days later they debit my account and once again it is my old account! Luckily I had not closed the account as yet and after seeing that they debited my old account on 25 May 2016, I immediately went and transferred funds to try and avoid the returned debit. So this time the debit didn’t return again. I also asked that they compensate me for my returned debit fee. Khulu said that the call recording would need to pulled and it would take 72 hours. I told her that I am sick of calling miway with the many things that they can’t do right and I will not wait 3 days for a call recording. I asked for her to expedite it with her manager. Sadly it is now 3 weeks and I have still not received any feedback. My next frustration is that when I insured my brand new vehicle. I was told that it does not need to go for inspection. Exactly a month later (15 June 2016) I receive an sms that the car needs to be inspected to be covered. What kind of circus is Mi-way running??? This is just ridiculous. Do the representatives at Mi-way not know how their system works or are they not adequately trained to provide the correct information. I am so tired of being on the phone with mi-way, it just stresses me out amongst other things. I want all call recordings listened to from the start of insuring both my vehicles. This must be done by the most senior manager and I only want to receive a call from the most senior manager after they have a solution to ALL my problems!

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