MiWay Insurance
Reviews and Complaints

good day

very disgusted by your consultant , activating a policy using my ID number and personal information without speaking to me or my consent . i took out a miway life policy about 2 years ago and cancelled it . to my surprise yesterday i received an email stating i have taken another policy and i spoke to a consultant by the name of Ayesha on the 9th which i have never done. on the schedule is my details but incorrect telephone number and account number . this is very unethical. i requested this policy be cancelled i the recording be send to me which was never done. im now forced to take legal action .

COMPLAINT! C1454369

Good day Valerie

Kindly see complaint below.

I have not received a response on ONE email that I have sent. Is this really how you treat loyal customers? I was promised that Vincent would call me back several times, still waiting and I record each and every call. Nompumelelo also promised a call back yesterday at 13h40. No call. Was promised responses to emails. Nothing yet. Absolutely pathetic!

Being with Miway over 4 years and getting this type of treatment is absurd. I have logged a Hello Peter complaint. I have also taken this matter of with my attorneys and the ombudsman.

Kindly explain to me where in your documents does it state you dont cover for ' wear and tear' as your company has stated.

The reason why one has i surance is exactly for things like this, otherwise what is the point. We have been loyal customers, have not skipped one premium ever and now when we finally claim then this is how we get treated.

I gave already contacted Outsurance and would rather pay more and get better service than to deal with a mickey mouse company like this. Your company is bascially like a thief stealing money from us under false pretenses.

I am no longer interested in doing business with you. Not even teying to accommodate us in any possible way. Like I said I am just another successful debit order to your company and nothing more.

Thanks but no thanks.

Joy Africa

---------- Forwarded message ----------

From: Joy Africa

Date: Thursday, 10 February 2022

Subject: COMPLAINT! C1454369

To: "[protected]@miway.co.za" , merrill africa , "[protected]@miway.co.za" , [protected]@miway.co.za, [protected]@miway.co.za, [protected]@kibinsurance.co.za

Good day

I would like to inform you how terribly dissapointed and outraged I am at the service given through Miway.

I have never claimed before and you get your money every month on time. You wont even accommodate me regarding my fridge. I lost all my food as well as sitting without a fridge since 27th Jan and currently using a coolerbox!

If you are not willing to assist then I will take my business elsewhere. I have already contacted Outsurance and I will pay more but at least Ill get better service. Miway is the worst and I have logger complaint on Hello Peter and STILL NO RESPONSE. Next step is my lawyers.

All I am to you is a successful debit order and nothing more.

Your customer service is just as bad. Ive spent today alone over R50 on calling you guys as I get no calls back and no responses to emails.

So take your insurance, I am not interested. I will take my cars and house and everything I have covered and take my business elsewhere and I wont recommend ANYONE to you at all.

Pathetic service!

Regards

Joy Africa

I put in a claim in December 2021 as my geyser was faulty. On December 27th the plumber came, did a pressure valve replacement and I paid the plumber the R1000 excess. However I asked the plumber to check if there is anything else that he could note that would possibly have to be replaced soon. Now the thermostat and element in the Geyser has packed up and I have no hot water in my home as different plumbers were sent on January 27th 2022 and they will not replace until I pay another R1000 excess which I will not do as this is still a geyser related claim. A geyser consists of many components and if I have to pay R1000 excess every 4weeks I might as well buy a new geyser. The service I have now received from MI way is totally pathetic and I have made so many follow up calls as they are insisting on another R1000 excess.

MiWay - (SlyWay, LieWay, CryWay)

Claim Number-C1437568

Never have in  my experience within the Financial Services Industry on an academic, practical, service provider and consumer, have I come across such blatant ignorance, disregard and every other connotation related to unethical service delivery from a customer service perspective.

A claim on the our policy was lodged on the 28-12-2021, on first contact through the claims department I was advised by Bongani  that should utilize the Miway app for a R1000 cash back reward as opposed to submitting via the norm (Natural Person), against my better judgment, I opted to do so and submitted all required Info as requested, the app however did not allow for the upload of pictures, which I subsequently called in to mention and seek clarity, on the very same day, an hour later to be more precise, I was channeled through to a gentlemen by the name of Masilo, I ask Masilo to transfer me to Bongani, to whom I spoke to initially and Masilo advises that my claim has been allocated to him after requesting my claim number,   so I proceed in I informing him of the app not allowing for me to upload pics but still completed and finalized the submission, Masilo then begins to capture all info that has been uploaded on to the app and I then explicitly as him over the recorded line if we will still qualify for the Cashback benefit to which he categorically says YES, to which the recording will prove, all pics were then sent to masilo and masilo commits to being a deciated point of contact for any questions or concerns from that moment on by proving a direct number (Which was on VM for a full 2 weeks. thereafter), and email address to which days passed without any reply or acknowledgement of the claim, and an absolutely uncontactable transfer process through their claims dept, in the interim - I spoke with a Porche, Nonhle, Bongani again and finally a Palesa (Senior to Masilo), Days lost - 5, with absolutely no contact with Masilo, Palesa then says that a Relebogile will take over and assist to which more lag was created, the vehicle was eventually assessed with incorrect location of the vehicle by Sello on the 12-01-2022 without assessing and analyzing all pictures accurately, leaving out blatant damages, this was re-assesed and acknowledged accordingly.

The claim and monies paid out was only finalized and cleared on the 18-01-2022, without any R1000 cash back considered, though the process followed and agreed over the voice recording, after much up, down and side to side, Palesa finally agreed to request and listen to the recording for clarity (Which should have been the first instant (almost a week has passed and still no feedback)

Further to the  seemingly ongoing nightmare, the car which was rented to us is now about to be returned with work on my vehicle only started on the 19-01-2022 as the repairer only received these funds then, does this not defeat the purpose of the rental provision made?, More so that the days lost after the submission of my claim were were due to the lack of, work ethic, customer support, blatant ignorance and zero contact with the client that you have made a commitment to service? I have more than a dozen emails requesting progress on the claim for days on end with nothing in return, over 25 attempts made telephonically to contact Masilo, with nothing in return.

How is it practical that I should now return the rental without my vehicle repaired as a direct result of laziness, lack of support, ignorance and poor work/consumer ethic  - I will not settle for this!

I've been with miway for last 3 years thinking that I was covered only to find out that I was not . All the urgent I spoke to they're telling me different stories.
• There was no need for vehicle inspection because the vehicle was new.
• The car was not new it was bought second hand that but it was not inspected.
• The car was supposed to be inspected after the tracking device was fitted.
Which one of this stories is the correct one and why it took 3 years to be told this stories.

The claim is taking too long .No email is coming but all claim email are coming

My car was towed to a far place from me even though I had specifically asked for it to be taken to vereeniging I'm not happy at all with the insurance how will I then access my car if it is that far I want my car back I even explained that I only have one vehicle which I use to take my kid to school now we are stuck at home I can't go to work my daughter can't even go to school

Hi my name is Mmathabo
On the 16th July miway deducted twice in my account, when i called them they told me that they had erra on their side. My problem is they were aware of the erra but they didnt bother by communicating with me.Today is 12 August am still waiting for my money, no communication from their side. My contact details is [protected]

Dear MiWay,

I am appalled by the terrible service that I have received from MiWay claims assessors. I have provided all the sufficient evidence that was asked of me only to receive unsatisfactory feedback after 2 months since claim has been registered, informing me that I did not report the incident within 30 days. This is not the case. Delay was on SAPS end and upon a court instruction by Magistrate was I able to engage and become aware of the incident on 26th April 2021.

Theft - Theft of keys case number: 1340042, Incident date 26 April 2021 and registered with MiWay Insurance on 13 May 2021. This is well within 30days.

Following this claim rejection notification, MiWay informs me that they want to cancel my insurance policy. So much for
Will NOT recommend MiWay Insurance to anyone.

Unhappy customer!

[protected]

I received very bad service from Miway from Kgotso Mohale. I made a claim on the 9th and received no feedback until the 21st, my option did not cover towing and storage. I have been calling every working day from the 9th but even today I have not been assisted the only thing he did was to get a quotation from a towing company and said I should pay up the money before he could assist me. It took him 12 days to get back to me, even then he expected me to tell him how to do his job.

This is now the fourth attempt I'm making to recover the funds Miway has debited from my account after I canceled the policy. The promises made are all in vain. The attached conversation has not been honoured.

The follow ups are also falling on death ears. The response below was never attended by Miway.

"Dear Thabi,

Thank you for requesting a call back. Your reference number is: "[protected]".

One of our agents will contact you shortly to assist you with your query.

Generated on: [protected]:16:41"

The car was approved to be fixed after the car has striped, they change the approval to written off. Can you please help me, why miway does not consult me before writing off my car and yet they don't give me a call, it's me who phone them. Is it fair to change the approval to writing off? I want them to fix my car with the first approval

I had a home breaking a month ago. The assessor by the name of stephan share harassed the people in my residence. But before that he told me he's gonna help the people in struisbay, white people I guess I was not his priority since I was black. Damn I hate Miway for taking like m rubbish while I'm a paying client. I end up canceling my policy. [protected]@ymail.com is my email address. I am not happy with ur customer or client services. I get put aside So that whites can be helped first. I had to sit with my kids asking for a TV etc I had to proceed asking for loan to replace the appliances because clearly I was never a priority. Keep ur insurance I don't need ur stephan share harassing my people after he treated me like my money was not important or like a second citizen cause of my colour

I have called in 7 times and left 5 call me backs with 5 operators as I need to make changes to my policy which should something happen, I will not be covered as my details with you are now incorrect.

this has also affected my premium as i wanted these changes done before the 1st of April and called between 25-31st March with no one to answer or help only to be told they are experiencing high call volumes.

I urgently need to update details on my policy so that should i need to claim i am within the correct parameters.

[protected]

Cancelled my policy with Miway and as I want my refund I'm just being sent from pillar to post, I just want them to stop debiting my account and refund me the money that has already been debited. Miway provides very bad service I wouldn't recommend it to anyone. The frustration is not worth it

My son was in an accident on the 28th January 2021, today is the 8th Match 2021 and there is no indication that this claim has been resolved. Assessment was done on the car and it was wrong because when the car was towed to the panel beaters the found more things that needed to be fixed, first they said the car will be fixed then they said it is a write off and this all after i did all the follow ups. Since the accident i have been doing all the follow up's, MiWay does not get back to me. I have now called and email the lady handling my claim but she is not responding. Does it really take a month, going in to the 2nd month for a claim to be finalized? What more from my side do i need to do to get this claim resolved, I have already send the settlement letter 2 times. This is now stopping me to purchase a new car and causing a lot of aggravation. All this said and done MiWay is quick to send a new policy with a R700 increase. I do understand the working from home but i am also working from home and i also have deadlines to meet. PLEASE CAN SOME ONE GET BACK TO ME NOW ON WHEN THIS WILL BE SORTED OUT. I NEED TO MOVE ON WITH MY LIFE AND MAYBE MOVE TO A DIFFERENT INSURAR.

I have phoned the office over 4 times to cancel two of my policies that my husband and I took on the same day. They already debited our account even after requests have been emailed and telephonic requests to cancel policies MWL007574366 and MWL007574460, for Mrs Rebekah Rosanne Naidoo Dookharan and Christopher Dookharan.

These agents are idiots. They cut my calls and ignore my requests for cancellations and my money was stolen from our bank account! I want this reversed and refunded to our account! Immediately or I will get my lawyer to sue your'l!

I must say that I am in total dismay right now regarding claim reference number: C1250628.

On 9th October 2020 I received a call from one of your consultants who informed me that my claim has been approved and he will be sending me an email that has an authorization number and information of the Service Provider who will be fixing my tire rim. He also confirmed that I will be paying an excess fee of R350.00. He assured me that I will receive a call the following week from Re-new it Bedfordview to check when I can bring in my vehicle to be fixed. He confirmed that the assessment has already been done based on the pictures I shared with you.

I am appalled by the fact that he said I would get the authorization email and another email to rate his service. Guess what, I got an email to rate his service... like really! What exactly am I expected to rate while I still await an authorization letter that was promised to me on 9th October and today is the 22nd?

I contacted Re-new it Bedfordview today the 22nd October 2020 and they informed me that they have not received any authorization/claim letter from MiWay.

Can somebody attend to this asap, do I really need to complain to get a decent service from you guys or at least someone to contact me and explain what is going on? You are too quick to respond to call-backs of joining clients but don't care to nurture your clients once they have joined. I am sorry, I will not accept this treatment from you guys, if it will take this much of an effort to get a tire rim fixed, how much more when it is a bigger claim! I would rather move my membership to where I will be valued as a customer.

Poor Service from Miway. I still have a pending claims c1245356, I was told my comprehensive cover is not comprehensive and they dont deal with third part related claims by their legal team this morning!. I needed Miway to claim the damages from the third party (which have not denied any claims) and furnished with me with all their company details and insurance but miway say that they wont be able to assist with me that.
This such poor service that I have to constantly be calling for an update. Poor service!
Basically I have paid premiums for two full years for nothing...

Babalwa

I've need trying to get my insurance canceled (policy #[protected]) and they just simply are not available and if you leave them a request they simply just don't get back to you.

In sort if you have insurance, you can't cancel it, they keep debiting your account even if there is no funds for them to take.