Policy Cancellation Process

am writing to express my dissatisfaction with your current policy cancellation process, specifically the requirement that customers must speak to a representative in order to cancel their insurance policy.

This approach is unnecessarily burdensome and appears to be designed to delay or discourage cancellations. I attempted to cancel my policy via email, providing clear written notice as is my right. However, your company refused to accept this method, insisting instead to speak with an agent. This is not a legal requirement under South African consumer protection law or insurance regulations. Customers are entitled to cancel a policy in writing, and such written notice should be sufficient.

Forcing clients to speak to an agent, especially when they have clearly expressed their intention in writing, not only wastes time but may also come across as an unfair business practice. I believe this policy is in contradiction with principles of fair customer service and transparency.

I formally request that MiWay review and revise this policy to accept written cancellation notices via email or other documented means. Furthermore, I request a written confirmation that my cancellation request—submitted in writing—has been processed, and that no further premiums will be deducted.

If this matter is not resolved promptly, I will not hesitate to escalate it to the Ombudsman for Short-Term Insurance and the National Consumer Commission.