******** Policy Cancellation, Unfair Claim Rejection, and Poor Customer Service

I am writing to formally lodge a complaint regarding the unacceptable handling of my claim, the lack of communication throughout the process, and the cancellation of my policy without my clear consent.

I submitted a claim in February 2026 and received confirmation that it was being attended to and that final validation would be conducted before the outcome was shared. On 4 March, I received a call from Atlegang advising that my claim had been rejected. She informed me that she would send an email outlining the rejection and the dispute process. To date, I have not received this email.

Due to the lack of communication, I submitted a dispute via email and also called to express my dissatisfaction. In that email, I indicated that I wished to cancel my policy, as I was extremely frustrated with how the matter was being handled. Instead of being properly assisted during my call, I was redirected to use the MiWay WhatsApp service for a “faster response,” which already raised concerns about your internal service processes.Nonetheless I logged a call via Whats App on the 5th of March where I received a call from Romeo who persuaded(with no bad intention) not to cancel my policy and to allow the dispute process to take its course. During that call, I clearly and explicitly confirmed that my policy should not be cancelled.

Despite this, I was later advised on the 12th of March by Rofhiwa that my policy had in fact been cancelled. This is extremely concerning. It means the policy was cancelled on 4 March, and yet on 5 March I was allowed to confirm telephonically that it should not be cancelled, without being informed that it had already been processed or if indeed processed cancelled after confirming on the call that i wish to not cancel. At no point was this communicated to me.

My policy was cancelled on 4 March, yet I telephonically confirmed on 5 March that it must not be cancelled. This demonstrates a clear breakdown in process and has placed me at significant financial risk by leaving me without cover without proper authorisation or confirmation.

In addition to the policy issue, the core problem remains unresolved: my washing machine is still malfunctioning. I raised serious concerns that the assessment conducted was not truthful or properly executed. The technician tested the machine using only water, without a load of washing, despite the fact that the fault occurs under normal operating conditions with a load. That is when the issue presents itself. I also documented and shared that the machine continued to malfunction for several days after the assessment. This clearly indicates that the testing was inadequate and did not accurately reflect the true fault.

On 13 March, I requested escalation and spoke to a Team Leader, Lemi at 14:00. During that discussion, I clearly outlined:

My dissatisfaction with how the claim was handled from the beginning The inadequate and misleading assessment process The failure to provide the promised rejection and dispute documentation The cancellation of my policy despite my explicit instruction not to cancel

However, the focus of the discussion remained largely on whether I wanted the policy reinstated or cancelled, rather than properly addressing the substance of my complaint and the irregular cancellation. I had to directly point out that my concerns were not being acknowledged. This approach reflects poorly on the level of customer care and suggests an emphasis on administrative closure rather than fair resolution. I was also advised on this call that they cannot do another reassessment and if I am not happy with they outcome I need to pay for my own assessment and share with Miway. How does this become my problem now.

On 13 March at 16:02, I called and spoke to Precious, who informed me that she could not locate or find the cancellation request shared with me on the 4th of March on the system. I also requested that my policy be reinstated after now being advised my entire policy car and home content cover was cancelled. I was advised this can only be done by a manager,I am yet to receive a call from the manager to reinstate this.This raises even more serious concerns.

To summarise my concerns:

Failure to provide promised written communication regarding the rejection and dispute process. Inadequate and questionable assessment of my washing machine. Dismissal of evidence that the appliance continues to malfunction. Cancellation of my policy on 4 March despite my clear telephonic instruction on 5 March not to cancel. No clear cancellation record that was shared with me found when I spoke to Precious on 13 March at 16:02. Poor escalation handling, with focus placed on reinstatement or cancellation rather than resolving the actual complaint.

This matter is urgent and serious. I require:

Confirmation of reinstatement without penalty and without prejudice. A proper, independent reassessment of my washing machine under normal operating conditions (with a full load). A formal review of how my claim, dispute, and policy cancellation were handled. If there has been such clear mismanagement of my dispute and policy cancellation, it seriously calls into question the integrity of the entire claims process. How can I reasonably trust the outcome of my claim when the handling of related matters has been inconsistent, poorly communicated, and procedurally flawed? This raises a concern as to whether my claim received the necessary attention, care, and objective assessment from my insurance or whether it was simply processed superficially while premiums continue to be collected monthly without due regard for fair service and accountability.

I expect a comprehensive written response addressing each of these concerns. Should this matter not be resolved satisfactorily and urgently, I will escalate it to the relevant regulatory and ombudsman authorities.

I trust this matter will now receive the serious attention it warrants.This entire experience reflects a serious lack of customer service, accountability, and genuine attention to the concerns and protection of your customer