Urgent: Unresolved Geyser Claim and Service Failure – MiWay Household InsuranceUrgent: Unresolved Geyser Claim and Service Failure – MiWay Household Insurance

I am lodging a formal complaint regarding the unacceptable handling of a household insurance claim by MiWay Household Insurance, which remains unresolved despite numerous follow-ups.

My father, Morgan Pillay, contacted MiWay on 9 January 2026 to log a claim for a leaking geyser. Claim ***. He was advised that a plumber would be sent to inspect and repair the issue.

On 12 January, MiWay’s appointed plumber attended the property and replaced a thermostat. This intervention failed to resolve the problem, as the geyser continued to leak immediately thereafter.

My father contacted MiWay again on 13 January to report that the issue was unresolved. Despite multiple calls and follow-ups after this date, no effective corrective action was taken, and the problem was allowed to persist.

On 24 January, my father spoke to Clayton Joseph, who acknowledged the issue and escalated the complaint to his manager. Since that call, there has been no feedback, no follow-up, and no resolution.

As a direct result of MiWay’s inaction and the failure of its subcontractor, my family has now endured several days without hot water. This situation is completely unacceptable, particularly as my parents are elderly and not in good health, and the lack of hot water has significantly impacted their daily living and wellbeing.

MiWay’s service delivery in this matter has been poor, unresponsive, and far below the standard expected from an insurance provider. A straightforward geyser claim has been unnecessarily prolonged due to ineffective repairs, poor communication, and a lack of accountability.

We are not asking for anything unreasonable. We require this matter to be resolved immediately, with a proper assessment and permanent repair of the geyser, along with urgent feedback.

I am posting this complaint in the hope that MiWay will finally take responsibility and act with the urgency this matter clearly warrants.

– Shaun Pillay