Three Weeks, No Policy Clarity, and Rude Service: Is This MiWay’s “Digital-First, Customer Centric” Promise?

As a newly registered business, we were hopeful that MiWay’s promise of digital-first convenience and customer-centricity would make the process of securing business insurance straightforward and efficient. Unfortunately, our experience has been the exact opposite. It warrants the attention of senior leadership.

From the outset, the onboarding process has been slow, disjointed, and riddled with errors. It took nearly three weeks just to get started. We received blank forms without any explanation of what cover was being offered, what options were available, or what steps to follow. For first-time clients unfami**** with your products, this lack of guidance created confusion and delays. All of this happened while we were trying to protect a newly launched company.

The only positive moment in this process came when Sharon took the initiative to call us directly and help walk us through some of the setup. Her professionalism stood out and, frankly, was the only part of the experience that aligned with MiWay’s brand promises.

That brief moment of clarity was quickly overshadowed when we received a call from Tebogo Mtshali (Client Care, Business Department), whose tone was dismissive, confrontational, and unhelpful. When asked for assistance understanding our policy details, which we still hadn’t received in full, we were told in no uncertain terms that it was “our responsibility” and “not her problem.” This kind of attitude is not just unprofessional. It is damaging to your brand.

As of writing this, the quoted fee has changed, and we’ve received no explanation or updated documentation. The debit order mandate issue dragged on for over a week, with blame initially directed at our bank. Only later was it acknowledged that the problem originated with MiWay. It was finally escalated to IT for correction.

For a company positioning itself as a tech-forward solution for modern businesses, this process has felt anything but modern. And certainly not customer-focused.

We chose MiWay for simplicity, clarity, and speed. What we’ve experienced is frustration, confusion, and avoidable delays — all while paying for a product we still don’t fully understand or have clarity on.

This is not just a complaint. It is a request: Please review the internal processes, training, and communication gaps that led to this experience, and reach out directly with a clear resolution.

We expect better. And we believe your executive team would too.