Why are so many South Africans choosing to insure through MiWay?
At MiWay we know that you’d rather be spending your money on fun things such as holidays, movies and romantic dinners. So we do our best to provide you with value-for-money financial services products to help you save! This, backed with our famous brand of can-do attitude & passion for awesome service delivery, is what MiWay is all about!
Browse below to see what our clients and partners have to say about our premiums and service? How transparent are we? Each and every comment (bad or good) is published here without prejudice and forwarded to our management team. Put us to the test!
A big thanks to Yulene and Stella for sorting out a query with lighnting speed.Keep it up.Carmen
MiWay’s response on 10.03.2010
Hi Carmen,
Thank you for recognising Yulene and Stella’s outstanding service offering to you!
We are just as happy as you are that they are part of the MiWay team.
Kind regards,
The MiWay Team
I would like to commend Faeez Amojee on his excellent customer service skills and service provided to me. I contacted the call centre and requested a policy schedule. He gave me additional information and product info that I did not know about. I am very impressed with his service and product knowledge!
Great service = happy/satisfied customers!!!!!
Keep up the good work Faeez!
MiWay’s response on 10.03.2010
Hi Surina,
Thanks for your fantastic feedback for Faeez! We really appreciate it!
Kind regards,
The MiWay Team
im very impressed with the way you guys handled my issue, thanks keep up the good work
MiWay’s response on 10.03.2010
Hi Ruvahn,
Thanks for your feedback for the way that Lana handled your issue.
Please do not hesitate to contact her should you require any further assistance.
Kind regards,
The MiWay Team
My car way repaired by Proteam Panel Betears about a month ago and engine cover is now missing and this was picked up by BMW last Friday when it went there for other issues. Another issue is the sun roof that is not closing properly and the window does not function very well after they replaced the passenger door that was smashed. This morning I took the car back to Panel beaters to complain about what I’ve just mention and I must say that the attitude that they gave with regards to my claim was just not acceptable and they reckon that they did not take out the cover as they never worked on it funny thing about this is that prior to the accident the engine cover was there and they were the only people that worked on the car after the accident. Now they say because the car had an accident at the front it could be the first panel beater that removed that cover. The strange thing is WHEN I took the car to them everything was there irrespective of the first accident and they have nothing to support their statement cause when I took the car in the was no inventory done to the car and I did not sign any document to that effect.
As we speak my car has been with them since this morning as they are trying to sort out the window that does not close. It’s now 16H04 and no one has got back to me and now I called them at 15H00 to find out and to let them know that I have no means of transport but no one has got back to. Their service is up-holing I don’t know if they taking advantage that I’m a black women who clearly does not deserve the right and the good service. I need someone to take charge and investigate the matter and I NEED TO BE TREATED WITH DIGNITY as you were the once that referred my car to this panel beater. The big question you need to ask your self is why would I lie about this and why must I accuse them of such? This matter needs to be dealt without prejudice.
Regards
Maud
MiWay’s response on 10.03.2010
Dear Maud,
Thank you for your comment and for bringing your concerns to our attention. We would like to assure you that we take complaints very seriously and will do everything in our power to prevent this in future. We do agree that the service you received was in no manner up to our usual high standards that we have set. The matter has been taken up with the relevant service provider as they are an extension of our service to our valued clients.
We would also like to confirm that our assessing department has been in constant contact with you to discuss the issues on your vehicle. Should you have any further queries, please do not hesitate to contact us directly on the provided numbers.
Kind regards,
The MiWay Team
Hi
I am really impressed with the service received from MIWAY. Last week I reported the fact that my IPOD broke. MIWAY immediatly contacted SKYMARK electronics who promptly picked up the unit and assessed the damage. They found it to be uneconomical to repair. This morning MIWAY informed me that the claim was approved , and SKYMARK just delivered my brand new IPOD Classic 160GB.
This is without a doubt some of the best service I have ever experienced. Thank you SKYMARK electronics and MIWAY.
MiWay’s response on 09.03.2010
Wow thank you so much for your fantastic feedback! This is great news, and will be sure to pass your message of thanks on to everyone involved.
Kind regards,
The MiWay Team
hi
a few months ago one of your consultants called me as i wanted to insure my car with miway, he took all my info but never got back to me, could please get someone to call me asap..
thanks
MiWay’s response on 09.03.2010
Dear Yusuf,
Thank you for your comment and for affording us the pleasure of quoting you on the items you would like to entrust in our care. Since your comment earlier, we would like to confirm that one of our very professional agents has quoted you as well as discussed all the benefits you will enjoy when joining the MiWay family.
We look forward to answering any further queries you may have in order to make this transitional period a very pleasant and enjoyable process for you!
Kind regards,
The MiWay Team
I am VERY EXTREMELY UPSET. My car has been insured with you guys for a few months, i was told to take my car for an inspection which i did & a level 4 alarm system was required WHICH COMES STANDARD WITH MY CAR BEING A RENAULT CLIO II.. I sent the consultant the certificate provided by Renault CONFIRMING my car does have a level 4 alarm & HE TOLD ME THAT ALL IS IN ORDER !!!!!!!!!!! I just called to get a quote for a tracking device & i was told that my car IS NOT COVERED FOR THEFT & HIGHJACKING as the certificate i sent through initially is NOT ENOUGH… IS THIS SERVICE ??????!!!!!!!!!! I dont want to go to hello peter regarding this so PLEASE GET THIS SORTED because i honestly wanna go to the press with this
MiWay’s response on 09.03.2010
Dear Nimoy,
We would like to extend our appreciation and thank you for the time taken to advise us of your concerns. We assure you of the importance of and the impact your feedback has on our continuous efforts to deliver excellent service.
As mentioned earlier, it is with great pleasure that we would like to confirm that you need not install any further security devices within your vehicle in order to enjoy the theft and hijack portion of the cover you have with MiWay. In order to validate this aspect of the cover however, and for your personal peace of mind, we simply require you to ensure that the factory fitted security devices currently installed within the vehicle should be in full working order at all times.
In closing, we would again like to apologise for the confusion created when speaking with one of our agents, but we are pleased that we had gained the opportunity to clarify any uncertainty for you. As you have now experienced our eagerness in resolving any concern that you may have, moving forward, please do not hesitate to contact us for any further assistance required.
Kind regards,
The MiWay Team
Dear Franci
I just got off the phone with Paul and Danmar Westrand. He tells me that my car will not be ready today because they have to replace the radiator again. Reason being that they had ordered the wrong one from FIAT. Now they say you guys were notified about this and they are suprised that you havent phoned me to advise yet.
According to him, FIAT has promised delivery today but he doesn’t want to say by when he thinks the car will be ready.
Franci I don’t have a car to get around and I leave in Joburg but work in Pretoria.
You are refusing to extend the rental with Avis and Danmar will not give me a courtesy car. What am I to do. What are your terms with Danmar? Surely you have a Service Delivery Agreement with them that stipulates what is to happen in instances such as this one.
Please advise as continuing with the Renatl car with set me back R500 a day. This is not an expense I can afford as I still have to pay for my access.
On Mon, Mar 8, 2010 at 3:23 PM, Phiwe Tonjeni wrote:
Hi Franci
Any news from these guys as to when my car will be ready, i.e. today or tomorrow.
Regards
Phiwe
MiWay’s response on 10.03.2010
Hi Phiwe,
Thank you for your comment and allowing us the opportunity to respond. We apologise for any frustration that you have experienced during the repair process of your vehicle.
We confirm that Franci Bekker and Wilmayne van der Westhuizen from our claims department have been in contact with you and have since kept you updated with the progress of your claim on a regular basis. We can further confirm that the repairs to your vehicle have been completed by Danmar West Rand. They will be in contact with you during the course of the day to make arrangements to collect your vehicle.
We trust that you are satisfied with the repairs to your vehicle but please do not hesitate to contact our claims department should you have any further questions or queries in this regard.
Kind regards,
The MiWay Claims Team
I just want to thank Pauline for assiting me this morning regarding my certificate inspection and also myway for communicating about certificate not being recieved.
HMiWay’s response on 09.03.2010
Hi there Thobela,
Thank you for your feedback for Pauline’s service offering to you!
We really appreciate it.
Kind regards,
The MiWay Team
Thank you so much for your awesome feedback from Norma Dube, i really appreciate it!
thanks
MiWay’s response on 09.03.2010
Hi Analise, thanks for your awesome feedback! We really appreciate it, and are just as thrilled as you are to have Norma on our team.
Kind regards,
The MiWay Team
I have been with Miway a while now, and I have never had such FANTASTIC service from any other Insurance company as I did with MiWay in my life. You are always willing to help, I will recommend anyone to join MiWay today. And I just want say THANK YOU for a couple of people that always gives me great service and just want to say thank you for that friendly voice and the professional way you handle every situation…..
To Yulene Pillay, Stella Shongwe and Wandile Mazibuko thank you all for that extra mile you will always walk for me , for that great service I will never get from any other Insurance company and thank you for just being you !!!
I am proud to be part of MiWay….
MiWay’s response on 09.03.2010
Dear Sunette,
Thank you very much for the kindness bestowed upon the agents whom have been fortunate to be of your assistance here at MiWay. We have since extended your appreciation onto them as well as their Leadership Team to ensure they receive the recognition they deserve. With this said, we look forward to many more magical interactions with you, our valued client!
Regards,
The MiWay Team
I WOULD LIKE TO OFFER MY SINCERE APOLOGIES!!! I AM SO SORRY!!!
Here I am, a disgruntled outsurance client having the audacity to contact MIWAY for a quote!!! I wasn’t thinking, again, i’m so sorry. Clearly the SUPERB service levels from MIWAY are paying off so much so that you can clearly afford to ignore the plebiscites that bother you for a quote. And rightly so.
Good on you MIWAY. Maybe one day…. when i’m important enough…..
MiWay’s response on 09.03.2010
Hi Paul,
We apologise for any frustration experienced by yourself in attempting to get a quote. We can confirm that Anthony has called you and apologised for any lapse in service that you may have experienced. It was agreed that he will be assisting you with a quote and contacting you during the course of the day. Thank you for allowing the opportunity to correct your initial impression.
Best regards,
The Miway Team
3 things I need information/explanations about.
1) My mom/step dad has an account with you and you keep SMS-ing me, because I got the quote for them and it seems your system does not provide for a change of contact details.
2) The vehicle of my parents that you keep SMS-ing me about, they didn’t buy. They would’ve bought it,then cancelled the deal and you keep wanting to inspect the vehicle, I hope your NOT taking that installment every month together with the vehicle they actually have insured with you? My mom tells me she’s phoned numerous times and nothing’s been done?
3) I sent a message via this website about my parents car(they ONE they actually have), I “bought” it from them, but their keeping it with them, should I move it to my account or can they keep it on their account?
MiWay’s response on 09.03.2010
Dear Christo,
Thank you again for raising your concerns and for asking questions in order to ensure that there is clarity regarding the cover you have with MiWay – this is what transparency at MiWay is all about, not only do we promise to find the answers, but we always strive to solve any concerns!
It is thus with great pleasure that we confirm that your contact number has been removed from your parents’ policy as this was the reason you were receiving their text messages generated by our system. In addition to this and merely to reiterate, you are more than welcome to add the vehicle currently covered on your parents’ policy to yours, but as discussed, please do consider the rewards they have accumulated on their profile as I am certain that they are eager to experience the benefits that their loyalty is rewarding them with.
With reference to the vehicle your mother has activated with us, please be advised that we have attempted to get in contact with both your mother as well as your stepfather to clarify the status of this vehicle and to ensure they are not being charged for a vehicle they have not since taken delivery off. As we strive for service excellence, we will definitely make contact with your parents until resolution is achieved.
Kind regards,
The MiWay Team
Hi MiWay Team,
I emailed MiWay this morning to speak to a consultant regarding my address change. I was called back by Bonnie Herman and Kabelo (whose call I MISSED SORRY), WOW Gr8 turn around time guys. Thank you to Bonnie for getting me sorted, friendly and efficinet service by far. I can sleep with ease knowing I have the best insurance company in the country.. Gordon Maeta, Claims Assessor you are the best. MiWay team keep up the gr8 work.. you surely are doing it my way…
MiWay’s response on 08.03.2010
Hi there Lungi,
Thank you so much for your awesome feedback, we really appreciate it! We will be sure to give all those involved the recognition that they deserve.
Kind regards,
The MiWay Team
I’m a new client with mi way,and i must say we have started off on the wrong foot,-my conversation with the lady(Doreen) who was doing my quote is different from the policy documents,The premium is completely wrong from what we spoke about telephonically,the waiver of the joining fee was also not done as per conversation.
i’m sure the calls are all recorded as you say…can anyone assist ??? the last lady i spoke to Buhle was helping me out since last week monday and has since bailed on me.
MiWay’s response on 09.03.2010
Dear Lebogang,
We greatly appreciate your feedback and yet again, wish to apologise for the inconvenience and confusion this matter may have caused for you as a result. As we are committed to providing thorough and efficient service from start to finish we would like extend our appreciation to you in providing us with the opportunity to rectify the error made by one of our agents.
We are thus pleased to note that since your discussion with Anthony earlier, that the refund of the joining fee has already been processed and the premium corrected accordingly. In closing, please do not hesitate to contact us should you require any further assistance relating to the cover you enjoy with MiWay as we greatly value the opinion of the most important asset to our business, our client.
Kind regards,
The MiWay Team
i wanted to cancel my policy with miway because my current insurer gave me a better deal so i spoke to a lady from miway and she then offered me a better deal(lower instalment,lower access,same cover),but she was suppose to send me a e-mail to show these changes and im still waiting for that e-mail. by the way i see everything is the same as it were before the call…. now what did she change?????????????? or did she promise these things just so that i wount cancel the policy???????????? advise pls
MiWay’s response on 08.03.2010
Dear Ruvahn,
We would firstly like to take this opportunity in welcoming you back to MiWay, where we pride ourselves in doing things your way. With reference to your concern, again, thank you for bringing this matter to our attention as delivering awesome service at MiWay is our number one priority and your feedback allows us to continuously improve the way in which you expect and require to be assisted.
We have since regenerated your amended policy schedule which should arrive with you shortly and we look forward in our future interactions with you, our valued client.
Kind regards,
The MiWay Team
Thank you Stella for introducing me to the system that allows me to do things my way and at my time
MiWay’s response on 08.03.2010
Hi Siya – Thanks so much for your awesome feedback!
Kind regards,
The MiWay Team
Hi I m a new client of Miway & so far I m very happy with the service, I just hope you guys keep up with the good work in order for me to stick with you.
MiWay’s response on 08.03.2010
Hi Shaik,
Thanks for your feedback – we appreciate it!
Kind regards,
The MiWay Team
Good day Myway where you do things our way
I was involved in an accident on the 7th February 2010 and Claim was logged on the 8th Feb 2010. Spoke to Kgaogelo at the claims department and thought she will make my frustaration to go away only to find that she is going to make me worse because she cant keep promises and if i put it straight i can say she is full of lies. Kgaogelo told me that the car will be Accessed within 48hrs. I spoke to her again on the 12th Feb and she confirmed that the car was accessed and she was waiting for Price list from VW.I called Sanrose where the car was and they told me that the car was not Accessed. I called Myway again and escalated the matter to her(Kgaogelo) seniors. Fransie is the one who came to my rescue..She sent the Assessor to Access the car and they sent me the papers in 1 day.
I would like to compliment Fransie for the job done and she is not the manager by mistake, she understand business and Customer Service. Myway, most of my Friends and collegues are with you guys and you can’t affort loose business because of Kgaugelo, i will appreciate if you can take her out of Claims Department and put her at the filing department or where she doesnt interact with custmers.
Guys when you reply please tell me that you took Kgaougelo out of the claims department.
Once again thanks Fransie.
MiWay’s response on 09.03.2010
Dear Mpho,
We apologise for any inconvenience or frustration you may have experienced during the processing of your claim. We can assure you that we are committed to providing thorough and efficient service and take complaints very seriously. We will follow through with the necessary internal investigation required so as bridge any gaps in service delivery by all our staff and to improve service quality overall.
We can confirm that that the repairs to the vehicle has been completed, but should there be any queries in this regard please do not hesitate to contact us.
Kind regards,
The MiWay Claims Team
I would like to thank Celeste Green (Claims), Andre Spies and Marlan Munien (Assessing Team) for their EXTREMELY efficient service.
I called MiWay and spoke to Celeste Green on Tuesday afternoon at about 16h00. She assisted me with registering my claim.
It was there after given to Andre Spies and Marlan Munien who processed the claim. They saw me on Wednesday morning already to discuss the items stolen and explained the process from there forward.
I received a call on Thursday afternoon at about 13h00 from Andre to confirm the settlement and payment of the stolen items. I was speechless. I Never thought that such a bad experience could be sorted out so professionally in only 1.5 days. WOW!
Thank you to the MiWay Claims Team for your great and Speedy Service!!
Keep up the great and friendly Service guys!!
MiWay’s response on 08.03.2010
Hi Rakkaus,
Thank you for taking the time out of your day to give us such great feedback!
We truly appreciate it and assure you that all involved will get the recognition that they deserve.
Kind regards,
The MiWay Claims Team
I have always received excellent services with Miway until now.
I had my accident on 28/01/10, reported accident as per procedure. Consultant that helped me was manqoba mashiyane the less i say about him the better.
I kept on asking for feedback on progress repairs on my car between Miway and Panelbeater only i could get was we waiting for parts 30> i am still waiting.
I called the panelbeater on the 26/02/10 to enquire about progress and was told car will be ready by afternoon which was not. Then i called Miway as i have a contractual relationship with them and not 3rd party to help resolving issues regarding transportation arragements. I concede that i have 30 day car hire but in this case, the inconvenience was caused by Miway appointed panelbeater.
I hired a car at my own expense as i needed transportation. Seemingly Miway appointed incompetent panelbeater as they only realised that their parts suppliers were out of business when i called them on the Teusday 02/03/10 meaning that all along my car was not been attended to.
Thursday 04/03/10 the car was to be ready and then they picked up a problem that the assessor did not pick up. Friday and i still have no answers regarding following:
Are they going to fix my car?
when is t it going to be ready?
Who is going to pick the bill for the Avis rental car for this week between Miway and panelbeater?
What should i do with the car as i should have returned this morning?
I am asking all this questiosn because no one is coming back to me with anything. All answesr ia mgetting is call the panelbeater or we shall come back to you.
I think Miway should review the process that clients should follow up with panelbetears that are appointented by them as i am client that is contracted with Miway not the panelbetear..
MiWay’s response on 08.03.2010
Hi Kgosi,
Thank you for your comment and for allowing us the opportunity to respond. We can confirm that Franci Bekker from our claims department has been in contact with you as well as Albert Joubert from the assessing department and feedback has been provided in terms of your questions raised. We apologise for any inconvenience that you might have suffered during the repair of the of the vehicle.
We confirm that the unseen damages you are referring to is a problem on your wheel alignment on the left hand side of the vehicle that is out of the specifications. There are no visible damage to the left side suspension. The incident claimed for occurred on the right hand side and you were indemnified accordingly. We furthermore inspected your vehicle and confirm that the damages are not related to the incident that you have suffered and regret that we are unable to include these damages as a part of your claim. We therefore recommend you take this up with the dealers directly.
Unfortunately the initial dealer closed down before parts ordered were delivered which resulted in the panelbeater to place a second order for parts with a different dealership in order to complete the repairs of your vehicle. We understand the frustration and inconvenience you may have experienced and want to apologise unconditionally.
The maximum period for a rental vehicle as specified on your policy is 30 days. This period cannot be extended due to the reasons as mentioned above.
We trust that we have addressed all your concerns but should you have any further questions or queries, please do not hesitate to contact our claims department directly.
Kind regards,
The MiWay Team
I am appalled at the service that we have received from MiWay.
My parents have had a policy since April last year on a VW and when they wanted to make an addition to the policy in January of this year on covering the Aveo, they were sent through the documentation on the 12 January 2010. In the documentation it stated “We have updated your policy and hereby attach your revised Coversheet. This Coversheet will replace all previous Coversheets that you have received from MiWay”. At that point they believed that both cars were covered. On 23rd February 2010 the Aveo was involved in an accident which included 4 drivers, 2 of them driving into the back of us. MiWay authorised the towing company to remove the Aveo etc. The next day my mother phoned to report the accident, and to her disbelief was told the Aveo was not covered; only one of the cars was covered. Unfortunately, due to unforeseen circumstances with the bank, direct debits were moved over to Standard at the end of January, and they never picked up that the Aveo had not been included in the debit order.
MiWay apparently searched through all emails and telephone conversations on 12 and 15 January saying that nobody had accepted the ‘quote’ (there was no follow up or communication with MiWay on this and didn’t even know we had to as it doesn’t state anywhere on the documentation that you must do so) despite the email being received stating the above which we thought was a go ahead on the cover.
This has obviously been a huge MIS-COMMUNICATION on both sides.
At first we were told you could not help us, much to our despair. We then received a call on Tuesday the 2 March 2010 from Leanne in claims saying that they want to start claim procedures with the Aveo. We were so relieved as obviously MiWay had realized that there was a grey area and they were partly to blame. Leanne told us we mustn’t worry about anything, MiWay would do it all, my boyfriend then received a call from Sharon asking where the car was and that an assessor would be out within 48 hours to Danmar in Roodepoort, all we had to do was fax through the details the following day of the accident and the people involved, which we did.
On 4 March 2010 my Mum reinstated and accepted the policy which gave the exact details as the so called ‘quote’ at an increased premium from the ‘quote’ in January. My mom then called Leanne to ask if she had received the relevant paperwork regarding the accident and what the update was, as presently we are hiring a car which is costing a fortune and we need our car back on the road etc. My mom was told that the claim had been sent through to Management for a decision as to whether the claim would be covered, and this would only be done after the assessor had inspected the car, and there was no idea when that would be, we were told 48 hours and today is 48 hours. This delay and nonchalant attitude is costing us a huge amount of money and stress as no-one seems to know what is going on. No one is getting back to us, no one is telling us what is going on, the 3rd party insurance has told us to move the vehicle from storage as they aren’t liable to pay, MiWay are telling us not to move it. We have no idea what is going on but all I do know is that right now we are sitting with no car, paying a fortune for a hire car, stressed beyond belief and all we get is attitude back from consultants. There seems to be no urgency in this, and there doesn’t seem much point in paying a premium of over R500 for a car that is parked at Danmar.
I called Leanne this morning asking for a copy of the conversation between my dad and your consultant on the 12 January 2010 to which she replied abruptly that my dad had already requested it. I asked her when would we be able to get it and then was told when management finished burning the cd! I again asked when that would be and I couldn’t even get an estimated time. The reason why I want this is that I work for lawyers and they want to listen to find out what our position is.
It would be greatly appreciated if someone could come back to us with what is happening, especially as this has been caused by a mis-communication on the part of MiWay.
MiWay’s response on 08.03.2010
Hi Stacey,
We apologise profusely for the inconvenience and frustration that you have experienced. We can confirm that Wilmayne has been in contact with you and addressed all of your concerns in detail, as well as resolved any miscommunication errors.
Kind regards,
The MiWay Team
I would just like to thank Wilmayne, Claims Manager, she attended to my complaint rapidly and although the result was one that I wasn’t hoping for she did manage to offer me solutions etc to which I am extremely greatful. Thank you Wilmayne
MiWay’s response on 08.03.2010
Hi Stacey,
Thanks for your awesome feedback and for letting us know that your concerns were addressed and resolved.
Kind regards,
The MiWay Team
Thank you so much miway especially to Sharon Naidoo for responding within 2 minutes on wednesday the 3rd of March 2010 when I had an accident.I never had to wait,my call was answered immediately and Sharon got back to me within 2minutes to authorise the easyway to tow my car.Keep up the good work.
MiWay’s response on 08.03.2010
Hi Lydia,
Thank you so much for your feedback, we really appreciate it and will be sure to give all those involved the recognition that they deserve.
Kind regards,
The MiWay Team
I want to commend the service I received from your call centre agent: TEBOGO MABAPA. She was very informed and knowledgeable of her products and offered me good service and made me feel at hope. She is an example of what customer service is about and how it should be. Keep it up – Well done in hiring her.
MiWay’s response on 08.03.2010
Hi Walter,
Thanks so much for your awesome feedback! We really appreciate it.
Kind regards,
The MiWay Team
With car insurance, is your kilometers limited a month? If so, how many km’s are you allowed a month? I do alot of km’s a month!!!!
MiWay’s response on 09.03.2010
Hi Marius,
Anthony has contacted you and explained that we do not limit mileage provided that the correct usage is noted. Anthony is happy to report back that you will be taking up cover with us over the internet effective month end.
Kind regards,
The MiWay Team
Hi there,
I would like to express my disatisfaction with your product. I am a new client to miway and I was refered to by a friend. I have to admit though that I am now doubting if I made the correct move by leaving my previous insurance company. I called on Monday to launch a complain about the lack of service we received on Sunday night when my mothers vehicle broke down and we needed to be towed at 22:00. I called the call centre and the person on the other side of the phone assured me that they will contact my mother immediately to assist her. I phoned in twice and was told the same thing. Nobody contacted her at all. She eventually got a passerby truck that managed to tow her home at a cost of R600.00 that she had to pay. Now, why am I paying an insurance company if they do not deliver? This is a very bad start for us as we are very new with Miway. I then called on Monday to complain and spoke to Christopher who assured me that they will investigate this and get back to me by Tuesday. It is now Thursday and I have since been waiting. There are a lot of insurance companies out there that offer good, quality service. I have never experienced any issues with my previous insurer.
Can someone please contact me ASAP, as I am no longer in keeping my policy with you.
MiWay’s response on 09.03.2010
Dear Felicia,
Thank you for your comment and for giving us the opportunity to look into the matter. We apologise for any inconvenience suffered as well as the delay in service during the breakdown of your vehicle. We can assure you that we take complaints very seriously and we follow through with the necessary investigation required to improve our overall service delivery.
We confirm that you have been contacted by our roadside assistance department who apologised for the lack of service received from them. We furthermore confirm that you will be reimbursed for costs incurred. We trust that the matter has been dealt with to your satisfaction and please do not hesitate to contact us should you have any further queries.
Kind regards,
The MiWay Claims team
i’m so disappointed cos i was looking for a quote via the website, then without signing any contract you just give me the client number (policy no)
MiWay’s response on 09.03.2010
Hi Elsie,
Anthony has contacted you and explained that the number you received was a quote number, not a policy number.
Kind regards,
The MiWay Team
I have loged on to my account online and looked arround.Then i saw a claim that was laid.I NEVER LAID A CLAIM EVER FROM MIWAY.where does that come from???
MiWay’s response on 09.03.2010
Dear Henri,
Thank you for your comment and allowing us the opportunity to provide clarity regarding details on your policy.
We confirm our discussion, where we explained that the incident appearing on line is for a windscreen chip repair on your vehicle.
Kind regards,
The MiWay Team
I am so pi**ed off with what Miway did to me. Yesterday I received a call from one of miway consultant asking me what was the reason for me not taking the quote i did with miway sometime ago. I told her that Miway premiums were too high and i could not afford them. She asked to re-quote me and she guaranteed me a cheaper premium if i re-do the quote with her and she also asked me how much am i paying currently. She also mentioned that the premium will be fixed for three years. After wasting my valuable 30 minutes, i could not get the guaranteed low premium i was promised at the beginning of our call. Miway should stop calling people and waste time promising gauranteed cheaper quotes, its not a right thing to do.
MiWay’s response on 09.03.2010
Hi Luyola,
Thank you for your comment. We can confirm that Anthony has been in contact with you and apologised for the lapse in service that you experienced, as well as any miscommunication or misunderstandings that took place.
Kind regards,
The MiWay Team
Make Stella the boss !!! That was Ayobha service. I had my letter before I even had chance to put the phone down.
EXCELLENT !!!!!
MiWay’s response on 09.03.2010
Hi Sarie,
Thank you so much for your awesome feedback!
Kind regards,
The MiWay Team
I have sent three emails and made two telephone calls requesting a letter to give to the bank stating that my insurance is valid on one of my vehicles. Apparently this is a standard letter that all insurance companies have and I am still waiting!!!!!!!!!!!! Please !!!!!!
MiWay’s response on 09.03.2010
Dear Sarie,
Thank you for your comment. Please accept our sincere apology for the delay in service experienced. We confirm that Stella has been in contact with you and has supplied the requested document.
Thank you for your feedback and patience,
The MiWay Team
hi, i have had brilliant service from you before but now i would like to know if the tracker that tracks the way i drive is still active, as i have not had a decrease in my premiums since last year july. I was told that i could track my driving on the internet – i can not find that on my profile. when will i find out if my premiums drop.
thank you
MiWay’s response on 09.03.2010
Dear Marcello,
Thank you for your comment and for the opportunity to respond. Thank you for the your acknowledgment of good service received in the past, we appreciate the feedback. Regarding the issues you have raised we confirm your discussions with Tumi, where she explained how the premium review process works. We trust that all is in order and please do not hesitate to contact Tumi directly should you need further assistance.
Best regards,
The MiWay Team
Thanks Thato
A year ago I switched over to MiWay. That time Miway’s admin was a total mess and you had to send everything 5x. Then one day I was put though to Thato. She sorted out all my stuff in less than 5 minutes. Now a year later I experience the same problem again. My new policy document shows outstanding certificates. I requested a phone back call and guess who phone me? Thato.
Again she sorted out everything in three minutes although it was not her fault as all documents are on the system.
Now I really wanted to test the MiWay performance system. With Thato’s name in mind I stared working through my old deleted emails, found her address from a year ago and asked her if a claim to my bond insurance for lightning damage must be declared as an incident in my short term insurance This was because she asked me the typical insurance bla—bla questions.
Guess what? Within two minutes (yes from 5 to 3 to 2 minutes) THATO phoned me back to explain that the claim was not related to my short term insurance as currently with MiWay and won’t influence my policy.
Thanks Thato
[I have now saved your email address in a special folder for future use]
Regards
Johan
MiWay’s response on 09.03.2010
Hi Johan,
Thank you for your wonderful feedback for Thato. We are thrilled that you are more than satisified with her level of service. We strive to ensure that all MiWayans display the right attitude and dedication towards service excellence, and will be sure to always strive for consistency in our service offering to you.
Kind regards,
The MiWay Team
This is the first time that i have ever claimed from insurance, so i really dont know what the procedures are and im learning as i go along. I spoke to miway on monday morning and spoke a person by the name David. I explained to david that this is the first im doing this so i really dont know how it works. David was not helpful in terms of explaining anything to me or keeping me updated. He advised that he was to send me a sms regarding where my car was being sent etc, I received nothing to date from him. I have left messages for him and sent him email and still nothing. I then called on Tuesday and spoke to kgaogelo who helped me in terms of explaining what the next procedure is etc. Im really not impressed by the service given at all. I feel lost because i have to keep on phoning to get updates as miway does not update you at all regarding the claim or what has been done so far etc….
MiWay’s response on 09.03.2010
Hi Zaheera,
Thank you for your comment and for allowing us the opportunity to respond. We apologise for any frustration that you have experienced due to the break in communication.
We can confirm that both Franci and David have been in contact with you to discuss the claims process and the validation to be completed. We can further confirm that your claim has been authorised to the preferred repairer and the applicable excess payable confirmed. A courtesy vehicle has been arranged and AVIS will be in contact with you to arrange collection and/or delivery of the rental vehicle.
Please do not hesitate to contact our claims department directly should you have any further questions regarding the process.
Kind regards,
The MiWay Claims Team
disgruntled to say the least last month i have asked Miway to changed my debit order details whihc the helpful lady did i asked my debit date to be switched from the 25th to the 26th however miway went and debited my account on the 25th no money in the account which resulted in my premium being unpaid and further resulted that i now have to pay unpaid fees of R115, AND to insult to injury i recieved a sms telling me that becase miway did not recieve payment i dont have cover until the nex month when payment goes through, why da hell do i have to pay for someone elses incompetence, i need to know how this matter will be resolved, cos this is totally irrittaitng. Nazeem JALIEL,
MiWay’s response on 09.03.2010
Dear Nazeem,
Thank you for your comment. Please accept our apology for any inconvenience you have experienced due to the incorrect debit. We confirm our discussion with you, whereby we explained the reasons behind the error. We are awaiting your bank statement in order to refund any charges that you may have suffered as a result of this.
Thanks again for your patience and understanding,
The MiWay Team
Thanks Stellah for the services you provided me. That was fantastic! keep it up……………….
MiWay’s response on 03.03.2010
Hi Kamsate,
Thanks for your awesome feedback and praise for Stella – we appreciate it and will be sure to pass your message on to her.
Kind regards,
The MiWay Team
Issue solved, thanks for the speed!
MiWay’s response on 03.03.2010
Hi Clive,
Thanks for your positive feedback!
Kind regards,
The MiWay Team
I have received a call yesterday from a consultant and was advised that it was not a call trying to sell me something. After some questions and information, I was put through to a Miway consultant who was so confident that they could help me with a better rate on my monthly insurance premiums. Today, 04.03.2010 after spending 27 minutes answering questions, I was advised that Miway could not insure one of my vehicles as it is used for income purposes. At the beginning of the conversation the consultant knew this information and still proceeded to WASTE my time. I will definately not be moving from Outsurance.
MiWay’s response on 09.03.2010
Hi Roxanne,
We are sorry for any misunderstanding or frustration. Our agent was correct in saying that we do not cover vehicles used for carrying fare paying passengers.
Kind regards,
The MiWay Team
I made a claim last year with Miway regarding my car. My car was vandalized, was scratched all around and windows were broken. Vernon from Miway was the consultant helping me then. He advised me to take it to VDS Auto to be assessed. When I took it in to VDS Auto, I noted to them that the bumpers were also scratched and the right side mirror was broken and scratched too.
However, when the car came back to me early February 2010, the bumpers and the mirrors were not fixed. I tried in vain o get hold of Vernon from Miway, so I could explain this to him. He did not answer any of my calls or the dozens of messages I had left for him.
I am truly disappointed because I pay my insurance premium monthly, without faulting. Yet the service I receive in return is not what I expected. I would like for the outstanding defects to be fixed. I will not pay an extra cent because I stated these before the car went in for repairs.
If this cannot be done, I would like to cancel my insurance with Miway, effective immediately. Awaiting your rapid response.
MiWay’s response on 09.03.2010
Dear Mr Karabo Mohele,
Thank you for your comment and for giving us the opportunity to respond. We can assure you that we take all comments very seriously and will do the necessary internal investigations required in order to improve our overall service quality. We can confirm that Vernon from our claims department has been in contact with you and that arrangements were made with our assessing department to meet with you in order to address your concerns raised. We furthermore confirm that Vernon returned all your messages but was unfortunately unable to get hold of you. We also checked all our phone records and can confirm that no other calls were traced from your cell phone number as previously stated.
Kindly be advised that the claims department will be in contact with you on receipt of the updated assessor’s report.
Should you require any further assistance please do not hesitate to contact Wilmayne directly.
Kind regards,
The MiWay Team
Hi guys, I’ve had good service so far but I am concerned that each time I write an email with a query or request, it doesn’t ever get attended to. The way you pay attention to this message board must also be the way you pay attention to emails. Calling is more expensive so I prefer to email but I end up having to call. Joy Padi did a very very excellent job of assisting me with a previous query and I’d like her specifically to assist with changing my account details for the debit order this time around. Can she please email me?
MiWay’s response on 03.03.2010
Dear Clive,
Thank you for your comment. We confirm our discussion where we explained that the response time on emails is slower than on the web as it depends on how busy our call centre is. We would like the response time to be much faster and are working on it. I would like to confirm that your banking details have been changed as requested by yourself on email and an updated policy schedule has been emailed to yourself.
Please don’t hesitate to call us regarding any further updates.
Kind Regards,
Joy Padi
HI,
I initiated A miway policy in September 2009, at the time I specifically ask the consultant about premiums increasing as this was the reason for me leaving my previous insurance provider. I was assured that I will not have a premium increase for at least a year. On Saturday, one of your consultants called me up and told me that there is a judgement on my name and this is going to affect my premiums. I explained that there cannot be a judgement on my name as I manage my credit profile extremely well. He then pointed out that the Judgement could be on one of the regular drivers of my vehicle. I then informed him, that I don’t see how that can affect my policy as the vehicle is in my name as well as the policy. Yesterday, I saw an E-mail from Miway saying that my policy premium had gone up by 20%, on closer inspection I noticed that the premium of all 3 my vehicles had gone up as well as my household contents. I called Mi-way and the consultant put me through to a Charelene (Senior) as she could not explain the increase. Charelene promised to look into it and return my call five minutes later. She eventually called me about 5 HOURS later, also giving me an explanation that made no sense to either of us. She again promised to call me first thing this morning with an explanation for the increase, but still nothing. I will not allow a 20% increase on my premiums for any reason let alone one that can’t be explained. This was exactly why I left my previous insurance provider.
MiWay’s response on 03.03.2010
Dear Niel,
Thank you very much for brining the matter to our attention and affording us the opportunity to respond. We confirm your discussion with Sekgobola, whereby he explained the percentage and the reasoning behind the increase. MiWay is still committed to the agreements we had with regards to premium guarantees, provided the information given at sales stage is correct, there are no claims and you have a good payment profile. We are glad to say that the premiums are now correctly increased and a refund is been processed to be paid out on Monday 8 February to be in your account 72 hours from that day.
Kind regards,
The MiWay Team
Hi,
I’d like somebody to call me and help me understand my rewards.
Thanks
T
MiWay’s response on 03.03.2010
Dear Tebogo,
Thank you for your comment. We confirm that Stella has been in contact with you and explained the awesome MiRewards programme and rewards that you can earn as a valued MiWay client.
Kind regards,
The MiWay Team
Could you kindly cancel my car insurance policy (Policy no. 3770974).I am angered by the slowness of Miway to send info as to where my car was supposed to be taken for an inspection. My bank account was debited without me being able to get my car inspected. So please reimburse me and cancel my car insurance ,I DO NOT WANT A DEBATE ON THIS MATTER.
Thank You
Thembuyise Maminze
MiWay’s response on 03.03.2010
Dear Thembuyise,
Thank you for your comment and we apologise for the lack of service experienced. We can confirm our discussion and that we have re-sent your policy documents via email and post. We also like to assure you that delivering awesome service to all our clients is high on our list of priorities, and we stirve to do so with passion and commitment.
We thank you for your feedback.
Kind regards,
The MiWay Team
I would really like to compliment your sales consultant, Clinton Chetty for such excellent service. He did his utmost best to give me an affordable quote. He was really pleasant and efficient. I must say, you are really lucky to have a person like him working for your company.
Best regards,
Joezay
MiWay’s response on 02.03.2010
Hi Joezay,
Thanks for your compliment! We really appreciate your feedback and for taking the time out to give Clinton the recognition that he deserves!
Kind regards,
The MiWay Team
I have updated my policy and my premuim was supposed to be R882 per month and I was debited with R986.16 and last month approx. R1000. This is very unprofessional and the company should inform the individual of increases in advance.
I will be changing my policy to a company that can give better service.
MiWay’s response on 03.03.2010
Dear Denver,
Thank you for your comment and for the opportunity for us to look at the issues raised.
We confirm our discussion with you, where we explained the reasons behind the incorrect billings. We apologise for the inconvenience and confirm that the refund will be processed as soon as we receive your bank statement.
Thanks again for your understanding and feedback.
Kind regards,
The MiWay Team
Hi,
could somebody please contact me with regards to a windscreen claim as I have tried calling you guys 3 times and I kept being put through to the wrong dept.
MiWay’s response on 03.03.2010
Dear Vashen,
We apologise for any inconvience and frustration you may have experienced in not being able to submit your windscreen claim. For your own convinience, kindly be advised that any MiWay client can also register any claim on our website 24/7.
We can confirm that Kgaogelo from our claims department has been in contact with you and that your claim has now been registered.
Please do not hesitate to contact the claims department should you have any further queries.
Kind regards,
The Miway Team
I have joine Miway and my first montly installment has been paid. Appartently I had to get a call from Tracker as they need to install a tracker in my car and then I had to have my car send in for inspection. From when I originally asked for insurance no one has phoned me to do so. What do I do now? Am I insured as I drive to work and back everyday and dont want anything to happen to my car and not be covered but still I’m paying for cover. Thanks
MiWay’s response on 02.03.2010
Dear Tanya,
Thank you for your comment and we appreciate the opportunity to respond. We can confirm that Innocentia from our call centre as well as Tracker has been in contact with you to arrange for the installation. We sincerely apologise for any inconvenience caused and trust that all is in order.
Please do not hesitate to contact us should you require any further information.
Kind regards,
The MiWay Team
Hello MiWay,
I seem to be having problems with my debit orders, the amounts being debited are incorrect. [The amounts range from R5 - R40]
I have placed a query and was waiting for the matter to be corrected and a refund to be done.
Could someone please back track and resolve this issue.
Thanx
Kiada Monica Scholtz
MiWay’s response on 03.03.2010
Dear Monica,
Thank you for raising the concerns with us and allowing us the opportunity to address your concerns. We confirm our discussion that whenever an amendment is made on the policy and there is premium movement, there will be a pro-rata charge or a refund. We are please that you now understand this and are happy with the explanation given.
We trust that all is in order and please do not hesitate to contact us should you require further assistance.
Kind regards,
The MiWay Team
Hi
This is my first month with Miway and already we’re hitting problems
According to my policy schedule my premium should be a maximum of R 281.28 yet I was debited an amount of R 384.49 that’s over a R 100 difference. The joining fee was waivered upon my request but it seem Miway finds other ways to screw their clients out of money.
How do you explain that?
And my car seems to have been insured twice so I’m paying a double premium.
What is going on, do you as short term insurer really expect me to stay with you if this is how things get started.
And I requested that the premium be debited on the 24 of each month yet the first premium has only been debited on the 1st.
Also I requested a hard copy of the policy schedule so that I can see exactly what is insured i.e. car, house goods ?
Yes I have a soft copy but I would like a hard copy as we all know hard drives do crash.
All in all this is a very bad first experience and I am seriously starting to regret changing to MiFail.
MiWay’s response on 02.03.2010
Hi Douglas,
Thank for your comment and for allowing us the opportunity to make amends. We wish to sincerely apologise for the inconvenience caused by the incorrect debit amount taken from your account. We can confirm that Anthony has been in contact with you, whereby he explained the reasons behind the date of collection in conjunction to the start date of the policy. We are pleased to say that all is order and that your refund has been processed and policy documents and postage arranged.
Best regards,
The MiWay Team
Just got a call from MiWay’s sales manager Anthony. I must admit this gentleman turned me from angry to satisfied within a few minutes.
Four things about MiWay that already I’m starting to like:
1. The system is not cast in stone. It seems to be flexible enough to meet the clients needs.
2. The response to my web posting was very prompt(especially by SA standards within 2 hours).
3. I’m not MiWay’s biggest client by far yet I was treated as though I had a fleet of vehicles insured with them. Even the hard copy that I requested is being couriered to me.
4. The explanation of what went wrong and why were concise and easy enough to understand.
All in all MiWay has turned my frown upside down and even though we got off on the wrong foot they definitely made sure the next step was in the right direction.
MiWay’s response on 02.03.2010
Hi Douglas,
Thanks so much for your detailed feedback and for allowing us the opportunity to make amends. We are just as thrilled to have Anthony on our team as you are and can assure you that he will get the necessary recognition that he deserves.
Kind regards,
The MiWay Team
To whom it may concern,
Firstly, I’d like to understand how we moved from my requesting that my premiums be lowered (based on the initial promises made to me), with regards to making use of your Zhaker device to indicate driving style, to the premiums actually “increasing” with more than 18%?!?!?!?
I’d really like to understand what MiWay is doing to “DECREASE” my premiums, as originally promised, when I moved to MiWay. Up to now, you have done NOTHING, but take more money, whenever you feel like it.
Frankly, your nonchalant way of communicating an “increase” in my account (previous email received), simultaneous to my clear request several times before (to Raoul Mazitte), to actually “lower” my premiums (as promised), is enough to drive any sane person crazy. Who do you people think you are?
I want someone to reply to me on the “so-called” benefits of playing “guinea-pig” with your Zhaker device for the last year, when it has brought me NONE of the benefits promised (i.e. lowered premium due to driving style), and is clearly only COSTING me money, to the tune of R250 (“rental”) per month.
I am so frustrated with your lack in customer service and communication, I can scream!
Please make sure someone gtes back to me, so I can understand what’s going on in this insurance account.
PS. I have taken the liberty of including the Ombuds-person for short-term insurance, to the e-mail thread I have also sent your info@miway.co.za alias. Hopefully we can get someone to get back to me now?!
Jaco Odendaal
MiWay’s response on 02.03.2010
Dear Jaco,
Thank you for your comment – we appreciate the opportunity to address your concerns. We would like to apologise for the lack of service that you have experienced. We would like to assure you that delivering awesome service at MiWay is our number one priority, and that the necessary action has been taken to ensure that agents keep their promises.
We can confirm that Tumi has been in contact with you via email as you are currently out of the country and explained the unique system error during the rerate of your policy. We are glad that this has been corrected and new policy documents have been sent to you.
Please do not do not hesitate to contact us should you need further assistance.
Kind regards,
The MiWay Team
i agreed with sales rep to send me my policy documents as soon they start deducting premium for insurance but up to now i have not three months after agreement. i dont understand how they operate coz if i have a problem whilst they hae not furnished me with documents , what will happen. i am dissappointed
MiWay’s response on 02.03.2010
Dear Samuel,
Thank you for your comment – we appreciate the opportunity to respond.
We confirm that Sekgobola has been in contact with you and confirmed that your policy documents were posted to your address in January 2010 as well as November 2009. We are pleased to say that we have changed your method of communication to email and have re-sent your documents via email.
Best regards,
The MiWay Team
I made a claim for my windscreen with Miway this morning 01/03/2010, the service at Miway was excellent as I must say the Gentlemen I spoke to was of utmost decency. The problem I had today was with the Glass company that Miway uses, they told me that they have to order the Windscreen first then I must bring the car in at 14H30 which I did, but when I got there I got told that they do not have any fitters at the moment and that they would send them to me at work, my windscreen still has not been repaired due to service from this Glass company, I would maybe suggest to Miway to look into changing their Glass company due to bad customer service.
MiWay’s response on 09.03.2010
Hi Nalize,
Thank you for the compliment regarding the service from our claims advisor when you submitted your claim. We sincerely apologise for the inconvenience and lack of service received from our service provider. We gladly confirm that your windscreen has been replaced in the interim but can assure you that the matter has been referred to our service provider to prevent a reoccurrence of events in future.
Kind regards,
The MiWay Team
….i would like to bring this under the attention of a senior manager . My clai is now over 5 months old , and it is still not sorted out. we had parts missing from our vehicle , the wheel fell off for the second time …two different panelbeather. and it seems miway does care . they promise to call…and still we sitting with a unfinished vehicle …is it so hard to get good service in this day and age or is it just about the money…..
regards
charles
MiWay’s response on 03.03.2010
Dear Charles,
Thank you for your comment and for giving us the opportunity to address your concerns. We would like to hereby confirm that we are aware of the situation with your vehicle and would like to unconditionally apologise for the inconvenience caused. Albert has met with you to assess the problems with your vehicle and to make the necessary arrangements to have the last of the issues sorted out. We can also confirm that both Albert and Chris (from the service provider) have already been in contact with you to finalise the arrangements. We will also follow up and insure that all the outstanding issues gets sorted out to satisfaction.
Should you have any further queries, please do not hesitate to contact us directly on any of the provided numbers.
Kind regards,
The MiWay Team
To whom it may concern,
I submitted a query last week to get insurance on my new car. A lady phoned me last Friday, 26 March (at approximate 13:00), to give me a quote. After she took down all my details she handed the phone to her Manager named Mark.
I told Mark that I got better insurance through my husband’s insurance where he asked that if he can beat if, will I take it. I did say that I will have to discuss it with my husband. My husband was very busy and could only discuss it with him later that afternoon. So after a few calls from both Mark and the lady who innitially phoned me, I eventually spoke to Mark again at about 17:50. I asked Mark to please send me the quote, as quite obviously I wanted to compare and make an informed decision. Mark got extreamly arrogant and annoyed with me as apparantly I told him that if he could beat it I would take it up.
I said that that was NOT what I said and he must please email it to me. Very rudely and irrate with me, he said he would. I asked if he has my email address to which he replied yes. Up to date I have not received anything.
Quite honestly, this was a very unpleasant experience that left a very bad taste in my mouth and even if the quote was overall better, I would not take it.
Regards,
Ilze du Plooy
MiWay’s response on 03.03.2010
Dear Ilze,
Thank you for bringing the matter to our attention – we are sorry that your first experience with us did not live up to your expectations. We can confirm that Anthony has been in contact with your to convey our sincere apology and has since send you your quote. We would like to assure you that we take every comment received very seriously and act on correcting and closing any gaps in service delivery.
We would like to thank you for your feedback and understanding.
Kind regards,
The MiWay Team
I have been billed for two months for a vehicle that was written off/I am not using. The accident happened on the 18th of January. I have been phoned and advised by call centre consultants that i will be refunded in January and not billed for February, but upon viewing my account I can see that I am still billed for the vehicle and no refund has been done. Why is it taking so long for this to be corrected when the vehicle has already been settled by Miway?
MiWay’s response on 02.03.2010
Dear Garyan,
Thank you for bring your concerns to our attention and we appreciate the opportunity afforded to respond.
We apologise for the delay and any inconvenience caused by this. We can confirm that after your discussion with Sekgobola, he has followed up the matter with the Claims Department. We are pleased to say that you should received a call soon from our Client Services Department to assist further with the cancellation and refund of premiums.
We thank you for your feedback and understanding.
Kind regards,
The MiWay Team
Hi, i ma not sure why i am being over Debited by you. Please call me urgently
MiWay’s response on 02.03.2010
Hi Miss Sathnarain,
Thank you for your comment. We truly apologise that the error on your policy renewal letter which led to your notice not reaching you as intended. We can confirm that Sekgobola has been in contact with you to discuss your concern, and are pleased to say that a refund has been authorised which will be in your account within 72 hours from Monday 1 March.
We thank you for your understanding and patience.
Kind regards,
The MiWay Team
I got a quotation from your agents and agreed to move my policy to you on the basis that the R205.00 once off joining fee would be waived. that was agreed, however on the documentation that is not recorded, it still reads that R205 will be deducted. . I would like this to be sorted urgently as I need to know whether I should cancel my other policy or not.
MiWay’s response on 03.03.2010
Good Day Ms Mthembu,
Our apologies that the joining fee was not initially waved as promised. Anthony has subsequently removed the fee as was agreed. He sends his apologies for having to correspond via e-mail, however he did try a couple of times to get hold of you on your contact numbers, to no avail.
Should you have any queries in future please do not hesitate to contact Anthony directly on the numbers provided.
Kind regards,
The MiWay Team
i am writting this letter in disappoinment. when i took this insurance i was made to believe that the monthly installment which i am paying include teh tracker. i was suprised when tracker debited me separately for the unit.
i specifically remember the agent saying he could make me save R300 month through miway. i was paying R1100 with my previous insurane. the way it was phrased was that i would be saving R300 from R1100. i am now paying R780 + tracker, NO SAVINGS WHATSOEVER. I honestly believe i was mislead. i want to hear the tape recorder. please indicate how/when i can get access to this recorder
MiWay’s response on 03.03.2010
Dear Lebo,
Thank for your comment. Please accept our apology for any inconvenience you have experienced due to the miscommunication from our side. We confirm your discussion with Anthony where he explained the pricing difference in the unit you have installed.
Please do not hesitate to contact us should you have any further queries.
Kind regards,
The MiWay Team
Hi, i took my vehicle to one of your inspection sites listed on your website by the name of Jays Auto care in Umhlanga. What a disaster, 3 days after having a level 4 security system installed which cost me R1300, my vehicle almost burned down due to sub-standard workmanship. On my my way to work, my bakkie switched off and a puff of smoke came out from behind my dashboard, lucky for me i didnt cancell my existing insurance ,so i called road side assistance to tow my vehicle home, it cost me an additional R550 to sort the vehicle out by a quailified auto electrician, i will never go to Jays Auto care in Umhlanga nor will i ever refer anyone there..Miway should seriously consider taking them off the website.
MiWay’s response on 02.03.2010
Hi Sanesh,
Thank you for your comment and for bringing this matter to our attention. We take matters of this sort very seriously and can assure you of our best attention at all times. We have been in touch with you as well as the inspection centre and they have requested that we allow them time to look into the issue you have raised so that they can rectify their mistakes. Once again please accept our sincerest apology on behalf of the inspection centre and MiWay for the inconvenience you have suffered.
Kind Regards,
Joy Padi
I received policy documents from Miway on the 09th December 2009, after we had a conversation with one of their sales persons, and we agreed that, the policy would not come into effect, before I send a written acceptance letter, along with the policy documents.
All this was to kick off(the policy being official) by the 1st of January 2010, and on the 04th February, I received sms requesting me to send my car for inspection, of which I counter-sent an email to say I have decided not to accept the policy.A day later, I received a call from one of your ladies(customer care) who confirmed my cancellation of the policy from the date you received my email, which is an official/legal document to my acceptance/termination.
Now, today I noticed that Miway, illegally did not officially cancell my policy, and went to deduct the monthly premium of R825.00 from my account, which is duly unlawful.
My request is for my money to be refunded with immediate effect, before this is escalated to my attorney.
Cheated,
Dan Mkhaliphi
MiWay’s response on 01.03.2010
Dear Dan,
Thank you for bringing the matter to our attention and affording us the opportunity to respond. We can confirm that after posting your comment on the web you called in and were assisted with the cancellation of the policy by Lemmy. Please accept our apologies with regards to the delay and lack of service received and we want to assure you that we take all comments very seriously and do all possible to ensure that the same mistakes do not happen again. We can also confirm that the refund for the premium collected has been requested and should be in your account within 72hrs from Monday (1st March).
Thanks for your patience,
The MiWay Team
To whom it may concern,
Tasneem was very pleasant and efficient. she promised to solve my query and phone to confirm that all was sorted. In 10 Mins she had sorted my problem and called back to confirm. Now that is what I like.
I have moved from another company that lacked in communication, whilst never claiming from them i decided to give MiWay a chance, even at a small premium to my last monthly premium. Miway keep up the good work and please don’t let me down.
MiWay’s response on 28.02.2010
Hi there,
Thanks for your wonderful praise for Tasneem! We appreciate it and will be sure to pass your message of thanks on to her!
Kind regards,
The MiWay Team
Please explain to me why you guys added exstra cash to my monthly debit amount? Seriously, I have put up a gate in my yard and you guys is adding instead of distracting.
You are soon going to loose a very good customer if you guys don’t get your stuff straight
MiWay’s response on 28.02.2010
Hi there Tiaan,
Thanks for your comment – we are so sorry for any inconvenience you may have experienced.
Sekgobola has spoken with you and explained the underwriting process to you as well as how the total risk premium is calculated, and the type of parking will affect your theft and hijack cover. He has quoted you and also explained how our 3-year Guaranteed Premium works.
Thanks for your patience,
The MiWay Team
I would really like to compliment your sales consultant CLINTON for EXCELLENT SERVICE. it was such a pleasure working with him and he really did his utmost best to give me the best possible quote. he was also so friendly on the phone and helped me a lot
Thanx so much Clinton
MiWay’s response on 26.02.2010
Hi Zirkea,
Thanks so much for your awesome feedback and for taking the time out of your day to give it to us.
We will be sure to give Clinton the recognition that he deserves.
Kind regards,
The MiWay Team
Hi
I been trying to get more items added to my insurance, and miway consiltants just never get back to me. Its been over two weeks and still no result in communication
MiWay’s response on 28.02.2010
Hi Leander,
Thanks for your comment. Sekgobola has called you and apologised for the delay in service. He assured you that this is the exception and by no means the rule.
Vivian has also assisted you further and addressed your concerns.
Kind regards,
The MiWay Team
This is a complaint about deleting my complaint of yesterday without even contacting me.
Do you have something to hide?
Why invite comments if you only publish the ones that you want to publish?
I dare you to be honest and publish this .. as well as give me the opportunity to publish the post of yesterday which you just deleted.
MiWay’s response on 26.02.2010
Hi Francois,
As Sekgobola has explained to you – we do not delete any comments. We publish all comments that relate to compliments and complaints on this forum, and do so in order to resolve any queries or address any concerns our clients may have. The idea of this forum is to emphasise our commitment to service delivery and to find solutions as best we can when things go wrong.
Kind regards,
The MiWay Team
i find your online policy management kinda pointless and in some cases complicated as i updated a few details in december 09 and
got a price for 297 incl unspec. cover and for 2 months dec and jan yall took 346. when i called to query it the advisor said he had a problem accessing my policy and the very same day i accessed it and it was back to 346. …
today i tried to compare address changes as im about to relocate and i checked both but my price doesnt change at all. ..
compared to what else i can get you are (without c.o.a update) R60 higher than the cheapest competitor covered under the same benefits as you are and R150 more than my company is offerring me. … so pls you need to make it user friendly maybe its just me but if its me its already 1 clt to many.
MiWay’s response on 28.02.2010
Hi Alex,
Thanks so much for making a comment on our Compliments & Complaints forum. Sekgobola has called you and explained how the underwriting process works. He also requested that you send him screen shots so that he can understand it is what you are looking at. Your risk address has also been amended with effect March 1st.
Thanks and kind regards,
The MiWay Team
I AM NOT A MIWAY CLIENT.ONE OF MIWAY CLIENTS WAS INVOLVE IN N ACCIDENT WITH MY BAKKIE.AFTER TWO AND A HALF MONTH LATER AND A LOT OF PHONE CALLS TO ERNA OLIVIER,I AVENTUALLY RECEIVE A OFFER FROM MIWAY.
I SENT THREE QUOTATIONS.MIWAY IGNORE THE QUOTATIONS AND CAME OUT WITH A CALCULATION USING ONLY THE VEHCLES MARKET VALUE.ACT AS A JUDGE AND DECIDED BY THEM SELF ,WITHOUT CONSULTING THE DRIVERS OF WHAT HAPPEND IN THE ACCEDENT,THAT THE LIABELITY WILL BE SPRED 70/30.
THE LOWEST QUOTATION I HAVE FORM MY REPAIRS IS R27000.00. MIWAY IS ONLY WILLING TO PAY R6000.00.NOW IF THAT IS THE WAY MIWAY IS DOING BUSNESS I WILL NEVER DO MY INSURANCE WITH THEM AND ALL SO DISCOURAGE EVERYBODY I CAME IN CONTACT,FROM DOING BUSNISS WITH MIWAY
MiWay’s response on 28.02.2010
Hi RJ,
Thanks for your comment on our website.
The accident occurred on 6/12/2009 and your full approach was received on 18/1/2010. MiWay then proceeded to appoint an assessor to assess the damage sustained to your vehicle and our offer was subsequently sent on 16/2/2010.
As a Third Party your claim is based on the law of Delict and several legal recourses can be taken by you. You furthermore bear the onus of proof of your damages as well as quantum.
According to the law of damages, the cost of repair must be reasonable and must not exceed the reasonable market value of the vehicle. Your quotations obtained and supplied were not ignored, however as per our assessor your vehicle was damaged beyond reasonable repair and the market value of your vehicle is less than the repair estimate. The calculation and assessment was sent as substantiation of your quantum.
The merits of the case were assessed and our client was consulted during this process. It is our submission that you were contributory negligent and the reason for applying apportionment of the damages in accordance with the Apportionment of Damages act.
If you are not in agreement with our offer, we suggest that you use your common law rights and seek legal advice.
Kind regards,
The MiWay Team
I am very new to miway, and not 100% sure what the service will be like when I do need to claim. What I can say is that there are certain miway staff members that provide service way better than others.
I have struggled a bit getting information regarding the insurance cover for my vehicle. I then decided to email Faeez Amoojee since I have gotten good service from him when I requested a quote. Within 10 minutes of sending him the e-mail, I got a call from him and he explained to me exactly what I wanted to know. I hope that a guy who provides excellent service like that will get rewarded for it. I advise anyone taking out insurance cover to ask for him, in order to get the best service possible. 10 out of 10 for service Faeez.
Regards
Ruan
MiWay’s response on 28.02.2010
Hi Ruan,
Thanks so much for taking the time out of your day to provide us with such great feedback for Faeez! We will be sure that he gets your message of thanks.
Kind regards,
The MiWay Team
I am pleased to see that Miway actually read this forum and act accordingly. after a very shaky start to a claim I posted a complaint and much to my surprise I got a call, my case was transferred immediatly to a very delightful Celeste who unfortunately inherited a grumpy and rather irritated client, she with her bubbly personality managed to save the day. Celeste you were professional to the extreme friendly and always laughed….you rock…..Graham
MiWay’s response on 28.02.2010
Hi there Graham,
Thanks for your feedback. We can assure you that we not only read this forum, but address each and every concern as best we can in order to find a resolution and learn from our mistakes. Thanks for your support and feedback and compliment for Celeste!
Kind regards,
The MiWay Team
Good day.
i woulkd like to know. I still havent received any origanel paper work or booklit about my insurence?? i have been a member since end of september last year.
Can some one tel me when i will receive it.
Thanks
Regards
Liane
MiWay’s response on 28.02.2010
Hi Liane,
Sekgobola has called you and explained that since you requested your method of communication to be email (soft copy), we did not generate hard copy documents to be posted to you.
However, he has done so upon your request, and you should be receiving them soon.
Kind regards,
The MiWay Team
I’ve been insured with Miway since July 2008 and did not have any problems before the end of last year with the company. I’ve phoned Miway on 6 October to add 2 vehicles on my policy. I’ve specifically told the agent that the VW Polo is registered on my name but will be driven by my son where after I told the agent to get all my son’s details from him. He then went ahead and gave me a quote of R627,37 per month which I have accepted. When I received the schedule I’ve noticed that my husband was registered as the driver on the VW Polo. When I’ve phoned Miway to rectify this I was told that the new premium is going to be 995.20 which I really find unacceptable. I’ve accepted the original quote after giving the agent the correct information regarding the driver of the car – this should not be my problem if a mistake is made when I do supply the correct information. Isn’t that why there are recordings made of all conversations?
MiWay’s response on 28.02.2010
Hi Hannelie,
Thanks for your comment and for allowing us the opportunity to make amends and help clarify the issues.
Sekgobola has called you and explained where the misunderstanding occurred, and apologised for any inconvenience. Please do not hesitate to contact him should you require any further information.
Thanks and kind regards,
The MiWay Team
I had a break-in at my house on 15 Feb 2010.
3PC’s and 2 monitors was stolen along with R200 cash and a Gold Chain.
After walking around outside the yard I noticed the 3 PC’s and 2 monitors was hidden there (for possible later pickup) as the breaking occured during the day.
It was raining and I took the PC’s inside to try and minimize any damage.
The two monitors was scratched and the 1 was not working anymore.
2 of the PC’s was OK. The 3rd PC has got a air vent on top of the case (as it is a high end gaming pc)
I let it dry with a fan for 24 hours before giving it power. It worked for 15 minutes then died. (suspected motherboard failure as I am a PC technician myself)
Miway decided to send the PC to an EXPERT for evaluation. I wrote a note on the PC to ask the EXPERT to call me before switching the PC on. He called and when i asked him to NOT connect the 2 Hard drives (it has got 4 in) that I disconnected as they are in a Striping Set he got all defensive and had like an attirude of “I know what I do and do not need any instructions”.
Now the report to Miway from him is that the Power supply, CPU as well as motherboard is all failed due to Mechanical failure and therefore NOT covered.
Mechanical failure due to being in the RAIN for a few hours!!! After being stolen. This PC is only 2 years old. The parts is high end. Motherboard alone is R2400. CPU about R2500. Power supply is a 700 W high end PSU of R1400.
This does not “just fail”. Nor would all those thing fail at the same time EVER!!!
There expert opinion is wrong! How many PC’s does he see per day that got water damaged? I am in PC’s since 1987. I have never seen one before.
This one opinion is costing me a lot of money.
I would have been better of if I was dishonest and just left the PC’s outside in the rain after I discovered them.
This claim is not being handled fairly.
PS:
I tested the PC that morning before the PC Expert took it away. The Power supply was working 100%. The POST test on the motherboard failed.
MiWay’s response on 26.02.2010
Hi Francois,
Thank you for your comment. We can confirm Nick has made contact with you telephonically and discussed the matter in detail. We confirm having agreed to obtain a second opinion, upon which we will review our initial decision. We furthermore apologise for any ill treatment received from our service provider, and assure you the issue will be addressed.
Should you have any further questions please feel free to contact Nick directly.
Thanks and kind regards,
The MiWay Team
I want to cancell my Policy at the end of this month due to the way my breaking (15 Feb 2010) and claim was handled.
PC was stolen, left outside during a highveld rainstorm … and then stopped working 15 minutes after switched on the following day.
Mechanical failure my @ss!!!
This as well as the 2 monitors that you DID pay out due to the same failures does not make sense.
Pay for the monitors but does not pay for the PC that was in the same rain?
I will be going to Dial Direct … from 1 April … and at R70 per month less.
Hoping that after my e-mail to cancell my insurance here … that you can manage it by end of March. Not before as I already paid for March at Mi Way.
Regards
MiWay’s response on 09.03.2010
Dear Francois,
We sincerely apologise for any inconvenience caused during the validation of your claim. We can assure you that we do our best at validating claims quickly, efficiently and fairly.
We confirm that our Client Services Department will be in contact with you shortly to attend to your request.
We also confirm that Nick and Andre from our offices has been in contact with you following your initial complaint. Upon your request we sent the PC to a second service provider requesting a report from them as to the cause for the damage. We are now in possession of two reports confirming that the damage to the PC is as a result of mechanical failure (wear and tear). Nick and Andre confirmed the same with you and advised that we have no alternative but to exclude this item from the claim. We wish to reiterate that should you have evidence to contest their findings we will gladly reconsider the item.
Should you wish to discuss this matter in more detail, please contact Nick.
Kind regards,
The MiWay Claims Team