Rejection of insurance claim!!

I’ve been a loyal Miway customer for the past 5 years and my son met an accident last week Tuesday, 26/03/2019 resulting in the car being written off.

Upon numerous phone-calls from Miway and a recent visit to my house, I am certain that the junior assessor, Kendall Naicker is “beating around the bush” and continuously finds ridiculous ways to reject my claim! He calls at ridiculous hours, after ‪5p‬m! He constantly calls me, and asks irrelevant questions, invading both mine and my family’s privacy. It is also clear that a proper assessments is not being done with regards to the accident - I was questioned about the tyres on the car and then that lead to a dead end, because my tyres were perfectly fine. I was thereafter contacted and questioned about why the payment for insurance is done from my sons bank account when the insurance is in my name. I don’t see how this is relevant at this point in time because none of these questions were asked when we initially took the policy but our money was deducted very quickly!!! I was also asked why the car was on my sons name. This is my personal choice! My son was further told that he was apparently speeding which was ofcourse an assumption by Kendall. Kendall said that he didn’t get a chance to look at the speedometer on the car which is lying in MiWay’s s****yard! I don’t see how this investigation is happening without even inspecting the car for obvious signs of speeding before accusing my son of speeding!! The speedometer was stuck at 80kmh upon collision! My son was also contacted and asked to come to the accident scene after a week which he had no transport to go to, so Kendall said he would pick him up from my house and take him to the location, however he arrived at my house and never spoke about going to the scene, which was the actual reason for him coming to my home! However, Kendall and another guy (who we didn’t know was coming and was simply told was a co-worker) came to my house and questioned both my son and I as well as people around my house such as drug addicts about the details of the car. My son was asked irrelevant questions such as “What did you eat that morning?” and “What time did you wake up and had a shower ?” etc. We were further questioned about why we have multiple cars and how many people live in the house! The number of cars I wish to have is nobody’s business! No one is paying for it so I don’t see why that is a relevant question! Further being asked how many people live in my house! That is an invasion of privacy! That information can be used to set up *******’s putting my family’s lives in danger!! I don’t see how asking bystanders in my area who the regular driver of the car was? Do they stand there day in and day out to give you a definite answer?? Furthermore we have personal issues with our neighbours who are definitely going to say things against us in this regard!!

Miway are quick to deduct money for the premiums on a monthly basis but at this point when we are in a tragic situation then there are different stories coming into play. Everyday a new story was coming up which shows clearly that the motive from the outset was not to pay out this claim! My son’s accident was horrific and he almost lost his life due to the road conditions and weather conditions on such day! All these investigations and interrogations is bringing more and more stress into our lives! We take out insurance to secure ourselves against any risks that may occur, however Miway is adding more stress and pressure to the matter!

Unfortunately this time, I feel harassed and my personal life has been invaded with the irrelevant questions. I definitely don’t appreciate being called and told that I am a **** from someone who is just an assessor and further someone who is younger than me. That shows no respect for your customers! Is that how you treat your customers?!?

I received a call stating that Miway will not be paying out on our claim, as well as we will have to make payment for the breakdown services, storage costs and courtesy car. This is ridiculous and unacceptable!! I don't have the funds to pay for these costs! This is why I was paying for insurance in the first place!! We’ve made our payments regularly and expected better service from Miway!! Why must we be liable for costs that Miway arranged for in the first place ???

This is utterly ridiculous customer service!!!