Poor insurance service

Dear MyWay Insurance Complaints Department.

I am writing this email with extreme frustration, disappointment, and emotional distress regarding the unacceptable service I have received from MyWay Insurance in relation to my Chevrolet Cruze.

I initially contacted MyWay Insurance after my vehicle developed a serious engine problem, accompanied by a horrible and alarming sound. Following my report, I was instructed by MyWay to take my vehicle to Motus in Bloemfontein. Upon doing so, Motus failed to properly diagnose the problem and instead merely performed a service on the vehicle, which did not resolve the issue at all.

I immediately reported this back to MyWay Insurance, after which I was instructed to take my vehicle to VYFster Werkswinkel for further diagnosis. This referral was made directly by MyWay Insurance. Acting on your instructions and trusting my insurer, I drove over 300 km to the selected workshop, incurring additional costs and inconvenience.

VYFster Werkswinkel accepted my vehicle and carried out the repairs strictly as instructed and approved by MyWay Insurance. However, after the work was completed, I was shocked and deeply distressed to be informed that MyWay Insurance was now refusing to pay for the repairs — despite the fact that you are the ones who referred me to this workshop in the first place.

As a result of this refusal, my vehicle remained at the workshop for over a month. During this time, I was left without transport, forced to rely on taxis to get home and manage my daily responsibilities. The emotional, financial, and personal impact of this situation has been severe.

To date, I have paid: Over R8,000 for a service that did not fix the problem Over R18,000 from my own pocket for repairs that were approved by MyWay Insurance This is completely unacceptable, especially considering that I have insurance specifically to protect me from exactly this kind of situation. I am a loyal MyWay customer and have never missed a single payment. Yet when I needed support, I was left stranded, financially burdened, and without a vehicle for over a month.

I hereby formally request the following: 1. A full investigation into how this matter was handled 2. Full reimbur*****t of the amounts I was forced to pay, as MyWay approved and referred me to the repairer 3. Written confirmation of the outcome of this investigation 4. Escalation and reporting of this matter to the relevant Ombudsman

I trusted MyWay Insurance to act in my best interests. Instead, I have experienced negligence, poor communication, and a complete lack of accountability. This situation has caused me unnecessary hardship, stress, and financial strain, all of which could and should have been avoided.

I expect urgent feedback and resolution of this matter. Failure to do so will leave me with no option but to pursue this complaint further through the Ombudsman and other relevant channels.