your way? NO- only if it suits Miway

I accidentally damaged my vehicles driver side front door, on 25th Feb 2021 I logged my claim as it is covered in my policy. Had to send pictures of the damaged to 3 different assessors. Finally on the 9th march 2021 I got a call back stating my claim is approved and damage is estimated at R7281.69 and we went thru all the details and was told body shop would contact me to arrange the repairs. Later the same day I received an email stating my vehicle was uneconomical to repair (write-off) and my vehicle would be moved to Miway salvage yard in due course and I must send them the keys and registration papers (extremely unprofessional to send such vague and yet demanding email to your clients). I contacted the claims department as this must be a mistake, they informed me it’s not a mistake. I asked how could it be approved and then later be told (via email) it’s not approved. They told me sometimes after the inspection more damage is noted, I asked how as the vehicle has been in my possession the whole time (vehicle fully operational still), they could not answer this, I asked what my threshold is for damage claims as my vehicle is worth R30 000 (retail) as confirmed by Miway and the damage is only valued at R7 281.69 (less than a quarter of the vehicle value) they could not answer me. I was told that sometimes the system makes a mistake and automatically puts the vehicles as write-off, I was told that it would be escalated and a senior would contact me. I called the next day as I still have not received feedback. I again spoke to the claims department, this time they were able to tell me that it was not a mistake and my vehicle is considered uneconomical to repair because it’s above the threshold for damages. I asked again what this threshold is and was told the threshold is R1200 , I was completely shock as a R30 000 vehicle has a threshold of R1200 and anything above that would be deemed uneconomical to repair, my excess is R2800 (it is more than the threshold ) this means any damage above 4% of my vehicles value would mean it’s a write-off, I have comprehensive cover but if im only covered for damaged up to R1200 its not comprehensive. Why I asked that I speak to a senior as none of this makes sense to me, this was not the product I was sold when taking out this insurance policy. I was again told a senior would contact me. Next day I was contacted –not by a senior-, but this was to find out which option I took with regards to the write-off so they can either cancel or adjust my policy, I informed them that im still awaiting a senior to contact me. I was told that it would be escalated (again) but I must bear in mind as it stands im not insured should something happen to my vehicle. Next day I was again contacted by the same person (Precious) and she ask if I have been contacted and I said no, she then asked me to hold and after a while I was put thru to the claims department. I was told that this is not a mistake and my vehicle is uneconomical to repair, I informed her that I am still awaiting the senior to contact me as I am not happy with what is happening. I was then told that she spoke to her senior and they agreed to allow me to buy back my vehicle and they would then pay me for the damages minus my access (R4481.69). I was informed that I don’t even qualify for the buyback option as the vehicle value is R30 000 minus the salvage value of R28 200 minus my excess of R2800 thus leaving the total at a negative amount but because im a client for 6 years she convinced her manager to agree to the buyback option. At this point I was scared of losing my vehicle and being “bul****” into the only option available to me I agreed to this buy back. I still have no idea of how they came to these low values, I also am not satisfied with paying for comprehensive coverage for almost 6 years where as I never really had comprehensive coverage. If I knew that I was only covered for damage to my vehicle no more than R1200 under comprehensive I would have taken the cheaper options as it would have resulted in the same. It is ridiculous to say that anything over 4% of a vehicles value means its uneconomical to repair (also it’s a citi golf – very common vehicle in south Africa so not hard to find replacement part, ect.) I am also extremely unhappy with the quality of service I received as I was treated as a number and had no chance of getting any clarity to the questions I had and still have. (How is the threshold so low, why are there so many deductions to my pay-out, why is the salvage value deducted and why is it so high, ect.) There were other discrepancies from the start of my claim with regards to towing – which never happened as the vehicle was drivable and in my possession the whole time. The re assessment that apparently took place in between the call I received stating my claim was approved to being and the email stating is was uneconomical to repair. The conversation with the claims senior, which for some reason after almost a week of calling I was never able to get. After receiving the letter (stating what I will get paid out) I printed and signed the letter and sent it back to Miway on the 16th March 2021, on the 23rd of march I still have not had any feedback form Miway. I used the app chat feature to find out how far my claim is and was informed that they have no disclaimer (the letter) attached on the system so she will have my advisor call me. After a whole week nothing has happened – if I didn’t contact them, how long would it have taken? The advisor called me later that day and to me she has now received the letter and has attached it to my claim, she informed me payment takes 3 to 4 work days. I waited another week and still did not receive the payment, on the 30th March 2021, I again contacted Miway and spoke to a consultant. They check the system and told me there was a small issue they needed to sort out and I should receive an email shortly stating the money has been paid. Again what would happen if I didn’t call them? How long would I have waited? I received the email later that evening stating the payment will be processed and once done the money will be in my account within 3 to 4 working days. Money was finally in my account on the 31st March 2021. I am so frustrated and disheartened by this whole experience, there was no empathy and the reluctance to satisfy my claim is just mind blowing. As well as the incompetency for all the members I dealt with over this month – no one could explain anything to me and i'm still waiting for the senior to explain this to me (which I was told on at least 3 occasions it would be escalated) After this incident I have looked at Miway and their reviews on platforms where customers can review their service and I noted all the 5 star reviews are basically when you must give them money (premiums and those negotiations) and the bad reviews are all people like myself who tries to then claim and gets *****ed (for a lack of a better word). I myself have done a few 5 start reviews on hello Peter as I was getting good service (because im giving Miway money so now im important) but now realise that that was only when I give them money , once they must live up to their end – IT DOES NOT HAPPEN. I was paying for a product (comprehensive) but the result of this claim proves I never had that cover, so for 5 Years I was paying for something I didn’t have and driving with a false sense of security thinking Miway had me covered when in reality they did not. I hope my experience helps other Miway clients to get out while they can before the unfortunate happens and they are left disappointed by a company that claims to do things your way but only when it suits them.