Unhappy Miway client

On the 6th of February 2020 I had exercised your Road side assistance, as my son had used my vehicle and had been in a single party accident in my vehicle, I requested that my vehicle be towed to my residence and refused to initiate any insurance claims. The unprofessional, pathetic service provider that you sent to tow my vehicle used the incorrect mode of transport, with the correct tool being a flatbed but instead used a normal tow truck, which caused severe damage to the front of the vehicle and fender which had been untouched from the accident. Nevertheless my vehicle was towed home, a few minutes later the same unprofessional tow truck driver was back at the residence insisting that he was ordered by Miway to take my vehicle with him to Mahatma Gandhi Road, to which I refused, ranted and raved to consultants that phoned me stating once again that I do not wish to institute an insurance claim and want my vehicle to remain at my residence. The intimidating tow truck driver demanded payment from me if he was to leave the vehicle at my residence as Miway refused to pay him for his services if he did not tow vehicle to their assessment centre. I had only let the vehicle leave my premises as I was under a lot of duress and pressure from Miway. The consultant had promised that my vehicle would be assessed and returned to me the very next day at no extra cost to me, mind you all of these communications have been recorded. A few days later my vehicle was moved to the s**** yard and a consent was forwarded to me for my signatures consenting the move. I received an emailed also requesting that the log book, transfer papers etc. be forwarded to Miway via Postnet which was done. I had to relate the happenings of the 6th of February on numerous occasions to various parties, it has been three weeks and there has been no resolution, one takes insurance as security against the risk of a contingent or uncertain happening, with peace of mind knowing that they are backed by their insurer when they need that security the most, I have to say that I have received the worst customer service from Miway, who have caused undue stress and pressure on an already disgruntled customer! I had previously been insured with Hollard, who provided amazing, efficient and expeditious service delivery, after been hassled twice or thrice a week by Miway call centre agents who seemed to “nice” and painted the perfect picture of Miway as an insurer, I made the dreaded move. Only to realise now that you really do pay for the quality of service you receive. Your investigator or company rather treats a simple investigation more like an interrogation, sitting on the phone for half the day, relating the same incident to multiple parties over the past three weeks, and now the preposterous investigation you expect me to give consent to! I being a senior member of staff, a respected individual of my community, and righteous law abiding citizen and have been made to feel like a ********, I completely forbid Miway from inflicting such a disturbance and invasion of my personal and professional life. In 2018 when my sons car was insured with you, and a claim arose I together with my son went through the same Intimidating procedures, which even resulted in him losing his permanent job after investigators called his superiors. I am not willing to go through this charade again! After going back and forth for three weeks, I’ve had enough, I had asked for my vehicle to be brought back to my premises, now after refusing Miway to infringe on my privacy, they ask if I would like my vehicle back, so that I could possibly be held liable for costs related to the vehicles storage, towing, etc for the past three weeks. Upon evaluation, vehicles are given exaggerated values so that premiums can be inflated, yet when it comes to claiming the insured gets back next to nothing! Mind you I have contacted on three different occasions by three different consultants who have given me differing figures.

Why would you allow me to insure both my vehicles with you, if you want to scrutinise everything I say! My older Mercedes which is the vehicle in question is a car parked off at home used by me when my second vehicle is unavailable as it is much heavier on fuel, or otherwise to run errands by my children now and then, I truly don t understand what is so hard to comprehend here. When my son owned his own vehicle he was insured as such, I cannot nominate him as a “regular driver” when the vehicle is a communal one. Miway is by far the worst insurer I have ever dealt with during my years and would never recommend nor continue my business with you in future. Having hefty “interrogators “rather than investigators who work efficiently to alleviate an already stressed out customers claim, without trying to invade their privacy and embarrass and tarnish their reputation in the community or professional sphere. It is not fair for a honest customer in good standing, ensuring that I honour this agreement by ensuring that monthly premiums are paid religiously, and now when the uncertain happening occurs you treat me in this manner and don’t live up to your obligations under this agreement. I expect a resolution to this matter by the end of this week!

Regards, An extremely unhappy client.