Shocking and Stressful experience at MIWAY INSURANCE

<p>Claim number: C854913</p> <p> </p> <p>29 May 2017: We lodged our claim with miway on 29 May 2017 for damage to her BMW 1200 GS after my wife was involved in an accident on the weekend.</p> <p> </p> <p>30 May 2017: We received a response from Mr Terry Terblanche (CLAIMS MANAGER) with permission to take the bike to a BMW agent for an assessment of the damage.</p> <p> </p> <p>31 May 2017: We receive an estimate of damages from the BMW agents for an amount of R91 418.83</p> <p> </p> <p>06 June 2017: (one week later) we receive a notification (costing to insured) from Mr Terblanche informing us that he had "agreed" with the BMW agent to an amount of R36 503.13</p> <p> </p> <p>07 June 2017: I visit the BMW agent to establish how is was possible for the cost of repairs to be reduced so drastically. The workshop manager informs me that there was no "agreement" and this was in fact the amount the insurer proposed to pay after insisting that many parts can be "repaired" rather than replaced. I establish that among the parts which Mr Terblanche wants to have repaired are the front rim which is clearly damaged and also the crash-bars.</p> <p>After careful consideration and discussions with industry professionals I establish that not only will the resale value of the motorbike be affected considerably, but also that safety will be compromised in the event the front rim is repaired and not replaced. Furthermore I was given the assurance of the workshop manager at the BMW agent that the crash-bars are damaged beyond repair and need to be replaced.</p> <p>I call Mr Terblanche to discuss my (our) concern and he informs me that he does not foresee a problem with replacing the crash-bars.</p> <p>For two days we hear nothing from Miway and I call Mr Terblanche again on Friday 9 June to establish when we can expect a final decision.</p> <p>Mr Terblanche now backtracks on his undertaking to replace the crash-bars and insists they can be repaired. I question Mr Terblanche on the implication of the value and safety of the vehicle being effected by his insistence on repairing the crash-bars and the front rim.</p> <p>Mr Terblanche responds by referring me to our contract and informing me that Miway are under no obligation replace parts and it is 100% up to them to "repair" the vehicle as they see fit. Furthermore Mr Terblanche informs me that in future he will make a note on our file to deal with all future claims strictly by the book. By now this has become a heated discussion and I get a very strong sense of animosity from Mr Terblanche. This "discussion" with Mr Terblanche was extermely stressful and I had to inform Mrs de Klerk, the owner of the bike, who was very fragile and recovering from her injuries that MIWAY are fighting us every step of the way on this claim and that we will more than likely end up with a vehicle worth 30 or R40 000 less than the retail value for which it is was purchased and is insured.</p> <p>Today, 26 June 2017, almost three weeks later, to ad insult to injury, we receive an email with an attachment called: DISCLAIMER FOR REPAIR OF VEHICLE AT REPAIRER OF OWN CHOICE. Offering to pay an amount of R26 833.72, almost R10 000 less that the original "costing to insured" and R64 615.00 less than the original quote by a very reputable BMW motorrad dealer. We are informed in this email that Mr Terblanche "HAS DISCOVERED THAT THE CRASHBARS ARE EXCLUDED FROM THE POLICY BECAUSE THEY ARE NOT A STANDARD FEATURE" and are not listed in the policy as an assessory.</p> <p>My questions:</p> <p>1. Does this CLAIMS MANAGER at MIWAY only read the policy one month after the claim has been lodged and after doing an assessment and then decide that certain items are to be excluded?</p> <p>2. Does MIWAY have no concern or interest in the SAFETY and VALUE of of a vehicle after repairs have been affected?</p> <p>3. Does MIWAY have no regard for the wishes of the CUSTOMER, especially since the PROMISE and the MOTTO of MIWAY is "WE DO IT YOUR WAY"</p> <p>4. There was clearly an intention to pay for or repair the crash-bars as clearly documented in the original costing done by Mr Terblanche personally, why the sudden decision to exclude them?</p> <p>5. Is MIWAY prepared to risk the safety of a customer by repairing a front rim which was advised by a reputable Motorrad dealer to be replaced?</p> <p>CONCLUSION: </p> <p>The amount MIWAY have offered to pay will NOT restore our vehicle to its original value by a HUGE margin and it will NOT be considered SAFE and RELIABLE. </p> <p>We (the customer) currently have six vehicles insured with Miway and we are not only disappointed by also hugely stressed out by the ordeal we have been put through by one person. We can only hope that this attitude and apparent need to ignore the interests of the customer in an attempt to save move on the claim at all costs is not the TRUE policy of MIWAY.</p> <p> </p> <p>We have now been without the use of the vehicle for almost a month, MIWAY have given their customer an option to have the motorbike "repaired" by one of their "trusted suppliers", however, it has become clear that their only interest is to SAVE MONEY and not SAFETY or the VALUE of the motorbike. Furthermore, any authority in the industry will advise that the best and safest way to repair a BMW 1200 GS LC will be by a REPUTABLE DEALER who can be held accountable for the result.</p> <p> </p> <p> </p>