Terrible and Worst Claims experience from Miway

<p>I was involved in an accident on Monday the 30th May 2016 whereby my vehicle got smashed into from the back, I immediately called Miway being my insurer to advice on the incident, firstly I battled to get through to the claims department due to high call volumes which that is out of Miways control fair enough. My vehicle had to be towed from the accident scene that was round about 08:30am or so which that too was fine, although the vehicle seemed driveable I was however advised by the breakdown service gentlemen that the vehicle is non-driveable. I requested my daughter to call Miway and request for a consultant to call me back since they sent me from pillar to post just to register a simple claim she was advised that only after 10am consultants are allowed to make outgoing calls to clients. I only managed to lodge the vehicle accident claim 3 hours later at about 11am being assisted by a claims handler who goes by the name of Rhudzani which was fine (at least we were getting somewhere when we were actually NOT), at that point I had to go report the incident at the police station to get the AR reference number as well as the OB number as instructed by Rhudzani. I called back as soon as I got the required details, I couldn’t get hold of Rhudzani instead another consultant assisted which that too was fine, since she advised me that she will let Rhudzani know that I had called and provided the information that was needed. At that point I was already LIVID due to the fact that I was informed that I must go and COLLECT the courtesy car from Avis if I’m in need of the vehicle asap otherwise Avis will only be able to drop off the vehicle at 15:30pm at Proline (where my vehicle was towed too and I was waiting there all day). I was then told I’ll be liable for an upfront fee of R1,200.00 (conditions of taking the car hire) in case the vehicle gets any scratches or dents, mind you I was NEVER INFORMED about this when I was taking out my insurance with Miway to say the least NOWHERE in the policy schedule does it stipulate such, which until today that's QUESTIONABLE. What more is Miway not telling their clients because to my knowledge insurance companies are supposed to be TRUTHFUL to clients, clearly Miways sales consultants get trained to LIE or rather not to disclose VALUEABLE information to clients!!!!!</p> <p> </p> <p>The courtesy car is due to go back to Avis today 09/06/2016 which Miway is fully aware of that, I requested Miway to extend the car hire option since it’s their turn around times that work against the clients and not in the clients favour instead I was told they CAN’T extend the car hire as I ONLY opted for 10 days, to my understanding when selling a product to a client you supposed to give them full details to ENABLE the client to make an INFORMED decision, but clearly with Miway it doesn’t work that way instead they give you options which will GAIN them SALES and CLIENTS (I repeat) not looking at the bigger picture i.e. the 10 days car hire option shouldn’t be an option to clients because nobody can PREDICT how long a SMALL or BIG claim will take. The annoying part of this dilemma is that I’m the THIRD PARTY and the young man who bumped into my car is ALSO insured with MIWAY which should make things easier for Miway to sort out. It makes me wonder how much longer do they take to assist clients who are with a different insurer????, Firstly from where I’m standing I have NO CLUE when my vehicle will be fixed, secondly I’ll be stuck with a running bill from Avis which I’m liable to pay for because I NEED a car to travel to and from work, lastly I requested this to be discussed at management level as I require feedback to this PATHETIC service and nobody has come back to me which is not surprising anyway.</p> <p> </p> <p>With all that’s been said the sad part of this experience is that I've been paying a fortune with no unpaid premiums on record to Miway and yet my 1st claims experience is APPALLING if this is how their staff has been trained to service customers then you will keep losing clients!!!! How can I forget the last stupid request from Miway they need my NCB letter like HELLO I didn’t cause the accident and I’ve been with Miway since 2011, how can they request such from me and is it NOT the insurance duty to do a previous insurance check??????? After such terrible and emotionally draining experience I am taking my insurance elsewhere I don’t think I can stand to give Miway another cent from my pocket for such POOR and SHOCKING service.</p>