Urgent Action Required: Subpar Claim Processing and Customer Service

I am compelled to write to you to convey my profound dissatisfaction and escalating frustration regarding the handling of my vehicle repair claim and the notably substandard service I have experienced from both MiWay and Fix Auto in Randburg (Ferndale). The process has been fraught with delays, lack of communication, and what feels like a disregard for my situation, exacerbating my disappointment.

The incident leading to the claim occurred when my vehicle was damaged by a pothole on the 17th of Jan. I promptly registered the claim on the 18th and followed up with an assessment arranged by MiWay the next day, where I highlighted a concerning rattling noise in addition to the visible damage to the assessor, but the assessor omitted the repairs to the suspension damage in his repair report. The approval for repairs came through on the 22nd of January, and the subsequent communication and coordination for the repair work have been nothing short of a logistical nightmare.

My attempts to secure a rental vehicle with MiWay, as necessitated by the unsafe condition of my car and covered under my policy, were met with indifference and a baffling policy that only allowed for a rental once the car was booked into the Repairer—a policy that not only inconvenienced me but also compromised my safety and potentially risked further damage to the vehicle. The lack of response from your team, despite numerous attempts to reach out via emails to Ayanda Kubheka and calls to MiWay, has been disheartening. The silence from your end, coupled with the delay in repair times well beyond the initially promised 10 days, has left me in a state of limbo, without my vehicle for over a month now.

Furthermore, the revelation that the initial assessment overlooked suspension damage, leading to more delays, and the ongoing saga of waiting for parts, has been frustrating. This entire experience has been compounded by the poor service from Fix Auto—a fact that is supported by their dismal reviews online, which echo my sentiments of neglect and poor-quality work and why MiWay sends their customers' vehicles to this place with such a bad reputation. Customers have shared the same concerns about Fix Auto, (No feedback, no response, 2 months to repair minor damages, using second-hand parts), I urge you to please go and have a look for yourself.

This experience has significantly eroded my trust in MiWay, raising serious questions about your commitment to customer service, quality assurance, and the selection criteria for your repair partners. Unfortunately, this situation is not isolated, In December 2022, I had an accident that caused a dent on my boot and MiWay sent my vehicle to Rene-It in Wynberg, where my vehicle was returned with a punctured tyre, a missing boot spoiler and MiWay did nothing to represent me as their client to Renew-It. This further illustrates a pattern of neglect and a lack of advocacy on behalf of your clients.

As I find myself at the end of my patience, I am seeking immediate resolution to the following:

• Confirmation of the extension of my car rental which expires tomorrow 29th, with assurances that MiWay will cover the cost. This delay is beyond my control and is a result of the poor service and communication between your assessor, MiWay, and Fix Auto therefore I will not take accountability for the costs caused by this. • A transparent and detailed update on the status of my vehicle repair, including a definitive completion date. • Identification of a direct contact person at MiWay who is now handling my claim, given the departure of Ayanda Kubheka.

I expect these concerns to be addressed by mid-morning tomorrow, as the continuous delays and lack of communication are unacceptable.