Re: Complaint Regarding Poor Service

Good day,

Re: Complaint Regarding Poor Service

I am writing to formally lodge a complaint regarding the poor level of service I have received from MiWay Insurance. I have been a customer with your company for about 5 years and have consistently expected the standard of service that was promised at the time of signing my policy. Unfortunately, my recent experiences have fallen far short of these expectations.

Last week, I called your call centre explaining that my vehicle had been damaged, and I am claiming against the insurance of the person who damaged my vehicle. The third-party insurance requested that I submit a letter from my insurance confirming that I will not be claiming through my own insurance for the damages. I narrated the whole story of how my vehicle got damaged.

The letters that I received referred to a collision instead of the incident that I narrated. The third-party insurance has rejected this letter as it inaccurate to say I had a collision.

I then called your call center again to get this letter amended and have not received support. Each time I call, I have to start the whole process from scratch, and I keep getting the same incorrect letter. This has delayed my claim process with the third-party insurance which is extremely frustrating given we are heading towards holiday season and a lot of vendors will be closing.

Despite multiple attempts to resolve this issue by contacting your customer service department, I have not received any satisfactory response or resolution. As a result, I am left feeling frustrated and dissatisfied with the overall quality of service.

As a customer, I expect prompt, professional, and transparent service, especially in situations where my financial security and vehicle protection are involved. I respectfully request that this complaint be investigated promptly and that I receive an appropriate response or resolution as a matter of urgency.

Please consider this an opportunity to improve your service and ensure that other customers do not face similar issues in the future. I look forward to hearing from you soon and hope for a swift resolution.

Thank you for your attention to this matter.

Yours faithfully, Gugulethu Buthelezi Policy Number ***4