Unacceptable Claims Handling

Very disappointed with my MiWay claims experience

I am extremely disappointed with the way my motor vehicle claim has been handled following an accident on 16 April 2026.

On 17 April 2026, I was informed that Mr Carl-Lyall August would be assisting me with my claim. Unfortunately, he never contacted me—not even once—to introduce himself, provide an update or explain important information regarding my claim and policy.

I was not even informed about my courtesy-car entitlement. I only discovered this after spending considerable money travelling to work, when a colleague suggested that I contact my insurer. I called MiWay and was told that Mr Carl-Lyall would contact me, but again, no call came. I eventually called again and another consultant assisted me immediately, even apologising for the lack of assistance I had received.

The issue regarding my excess was another frustrating experience. I would, however, like to acknowledge Mr Joshua Gounden for taking the time to call me and explain the situation. Although feedback was sometimes delayed, at least he made an effort to communicate with me.

Then, on 12 August, I was informed by Italian Panel Beaters that my vehicle was ready for collection. When I collected it, I discovered that the boot was not closing and was making a notification sound. I immediately reported the problem and returned the vehicle on 13 August. The problem was identified and I was informed that parts would need to be ordered.

Once again, I received no call from the person handling my claim to ask whether I was satisfied with the vehicle or whether everything was in order. I had to make the calls myself.

I was also recently told that I did not qualify for a courtesy vehicle because my 10 days had expired. When I asked when I had supposedly app**** for the 10 days, I was told that the consultant would listen to the call recordings and come back to me. I am still waiting for that feedback.

I want to make it clear that not all MiWay employees have treated me badly. Some have been helpful and professional. My complaint is about the overall claims experience, the lack of communication, the failure to proactively assist me and the conflicting information I have received.

I moved my insurance from ABSA to MiWay after receiving calls encouraging me to join MiWay. I trusted those representations, but unfortunately, my experience after needing to claim has been extremely stressful and disappointing.

I have spent unnecessary money travelling to work, repeatedly made calls, sent WhatsApp messages and emails, and constantly had to chase for information about my own claim.

I believe customers deserve better, especially when dealing with an already stressful situation such as a vehicle accident.

MiWay, I sincerely hope you will investigate my complaint, review the communication failures and provide me with a proper explanation and resolution. Accident: 16 April 2026. Claim still causing problems months later. I would appreciate a proper response from MiWay management.