Request for Refund of Car Hire Premiums – Unable to Access Benefit and Lack of Communication

Good day,

I am writing to formally request urgent assistance and clarity regarding my claim (***), as well as to request a refund of the premiums I have paid toward the car hire option on my policy.

At this point, my primary need is access to the 30-day car hire benefit included in my policy. Unfortunately, despite paying for this benefit, I have been unable to access it. There has been zero explanation provided and zero meaningful follow-up from the claims team.

Despite multiple attempts to obtain guidance and feedback, I have not received the level of communication or support expected.

16 February 2026: I initially requested that a consultant take me through the disclaimer form and provide guidance on how to access the 30-day car hire option included in my policy. I was informed that the disclaimer was with a manager and that feedback regarding the car hire process would be provided. Unfortunately, neither of these commitments were fulfilled.

23 February 2026: I followed up again regarding the outstanding disclaimer and the car hire process, as it is critical for me to avoid unnecessary downtime. I was once again advised that the disclaimer was still with the manager, with no further progress or clarity provided.

25 February 2026: After receiving the same response yet again, I requested to speak with a manager in order to understand the cause of the delay. During the telephonic discussion, I was not referred to a manager, but I was assured that the disclaimer would be shared with me promptly.

26 February 2026: I finally received the disclaimer. The document was sent without any explanation or guidance, and my earlier request for clarity regarding the car hire process remained unanswered. I proceeded to sign and return the document as required as I was advised that my pending questions would be answered .

27 February 2026: I followed up once more and shared the signed disclaimer with another consultant. Instead of receiving responses to my outstanding queries, I was simply asked to complete a feedback review.

To further compound the confusion, I have since noticed that I received a payment from MiWay, yet no communication has been provided.

I am paying for a car hire benefit that I have been unable to access when needed.

There has been a consistent lack of communication, follow-up, and clear guidance.

I have received unexplained payments with no supporting breakdown or explanation.

At this stage, I respectfully request

Immediate clarification on the process for accessing the 30-day car hire option on my policy.

A refund of the premiums paid toward the car hire benefit, as currently I am In need of vehicle and one has not been provided.

The lack of communication and transparency throughout this process has been both concerning and frustrating, particularly given that mobility is essential for daily responsibilities.