On Monday 20/00/2012 i was contacted by Glassfit to have my windscreen replaced . On arrival the Glassfit team asked me to move my vehicle to a suitable area as they need space to work
I moved the vehicle an opened the windows and bonnet. One of the Fitters then proceeded to stick his fingers in the cover on the left hand side of the windscreen there was a slight crack sound and he informed me that the cover was broken . This he done without undoing the screws that hold the cover in place . I then informed him that that is not the way to remove things First he must undo the screws his reply was that he knows his job I must not tell him what to do
I screamed at him that this is my car not his to do as he pleases . He then has the cheek to ask me if it is because he is black that I shouted at him I don’t think this man is fit to deal with clients I find his behaviour rude and his action Destructive

MiWay’s response on 21.02.2012 11:24

Hi Alistair,

Thanks for bringing your concerns to our attention. Franci has called to discuss the matter with you in more detail and to confirm that Glasfit has apologised. We’re sorry to hear of the manner in which you were treated by our service provider and we assure you of their commitment to deliver the level of service we expect of them. Should you require any further assistance, please don’t hesitate to contact us on 0860 64 64 64.

Kind regards,
The MiWay Team

please cancel my insurance IMMEDIATELY!!!! this is now my 3rd request

MiWay’s response on 20.02.2012 16:07

Hi Simona,

Thanks for your comment and the opportunity given to respond. Dineo has been in contact with you and she has cancelled your insurance. Please accept our sincere apology for any inconvenience we have caused you.

Kind regards,
The MiWay Team

In late December of last year my premiums suddenly increased by 26% I phoned to query this and was put through to Sherylene Nel. She told me the rate would bhe reduced and that I would not be debited at all in January and only a partial debit of premiums in February. My debits usually go off on the 26th. Naturally I confirmed this with her again in Jan, and I asked her to confirm that I would not be debited twice, she assured me this would no happen. All of a sudden I was debited R922 on Friday night 17/02 @ 20:00!! This has left me in over-draft and extremely un-happy with your service. I plan on leaving MiWay should this not be rectified immediately.

MiWay’s response on 21.02.2012 09:16

Hi Brett,

Please accept our sincere apology for any frustration we have caused you – we assure you that we have taken the necessary steps to eliminate similar future occurrences. Thanks for giving us the opportunity to fix our mistakes and for being patient with us while doing so.

Sherylene has been in contact with you to confirm that we have refunded you your premium and we urge you to contact us should you require any further assistance.

Kind regards,
The MiWay Team

Hi
Does miway work hand in hand with netstar, if yes can you connect me with them for a tracker in my car

MiWay’s response on 20.02.2012 15:27

Hi Mpho,

Thanks for your comment. Pamela has been in contact with you and she has since transferred you to Netstar and made the necessary arrangements to have a tracking device installed. For further assistance, please don’t hesitate to contact us.

Kind regards,
The MiWay Team

excellent service i received from my way thank you very much.

MiWay’s response on 20.02.2012

Thanks for the words of appreciation!

Kind regards,
The MiWay Team

I am sick and tired of mi way contacting me trying to get me to sign up!! You have contacted me 6 times in the last 2 weeks and all 6 times i told you i am not interested in your business and to NOT PHONE ME AGAIN, but to no avail!! Your consultants are either completely deaf or just purely incompetent and can not follow orders!! to make matters worse you are now bothering my wife to get hold of me which is completely unacceptable!!! This is your last warning, contact me again and will be going to the news papers and inform the public about your harassment policy you obviously have at your company!!

MiWay’s response on 20.02.2012 16:06

Hi Wayne,

We’re so sorry if our very eager agents have left you feeling harassed and frustrated. Please accept our unconditional apology for any inconvenience we have caused you and please be assured that it is never our intention to do so.

Our team have been in contact with you one last time to confirm that we will remove your details from our data base and to urge you to contact us should you require any further assistance.

Kind regards,
The MiWay Team

I am very DISGUSTED with “Mi way”
they are just terrible at keeping to their word!!! I will by mouth, press, facebook and youtube let as many people know the truth behind them !!! “two weeks” to sort your claim is a lie !! Even though they quick to take the money at the end of every month, the moment there is a claim, they turn their back and run far away as possible and find many excuses. Worst company ever. Mandy.

MiWay’s response on 20.02.2012

Hi Mandy,

Thank you for bringing the matter to our attention. Franci from our claims department has been in contact with you to get more information as we could not trace you on our system.

You confirmed that you are not the client and that you are not at liberty to give any information on the client before receiving legal advice.

Please feel free to contact Franci on the number supplied once you have more information or alternatively, ask our client to contact us directly to address the issues raised.

Thank you and regards,
The MiWay Team

I strugle to get a quote e-mailed to me becasue the opperators insist on selling it to me on the phone. This is the first insurance company I dealt with that refused to send me a quote – eventualy they agreed after having to make a huge argument.

Not that I will never buy a product over the phone due to the risk of ID theft. If I want to compare quotes with other Insurance companies, that is my right and my decision and not for you to refuse me that right. MiWay looks very attractive in their offers but the red tape in just getting a quote will rather have me go elsewhere. I wonder how much of a fight I will have to put up to get a claim processed….

MiWay’s response on 20.02.2012 15:51

Hi Henno,

Please accept our unconditional apology for any inconvenience you have experienced. We assure you that it is never our intention to cause you any frustration, especially when it comes to making a good first impression.

Anthony has been in contact with you to reiterate our service ethic and he has also sent you your quote. Thanks for your comment and for being patient while we sorted out the hiccup.

Kind regards,
The MiWay Team

your dt-order was sent back on saturday,11/02/12, I asked you to please resubmit it to my bank but that wasn’t done either, you are the cause of me being without insurance at the moment, do I cancel my policy or are you resubmitting the dt – order?

MiWay’s response on 20.02.2012 at 12:32

Hi Mariet,

Pamela has been in contact with you and assisted you regarding your policy. As requested telephonically a debit order was submitted to your bank account. For assistance don’t hesitate to contact us.

Kind regards,
The MiWay Team

On the morning of the 15th of February my car was broken into and the radio stolen and centre console destroyed by the thieves. They entered the car via a small window on the back door which they smashed. I logged my claim around 9 am. Within a few minutes Glasfit had called to organise the replacement of the window. Miway had called back to organise the assessor. So far the service has been great and hassle free. May it continue this way over the next few weeks while the vehicle is repaired. Thanks Miway! 

MiWay’s response on 17.02.2012 9:54

Hi Paula,

We’re so happy to hear that our team was able to help as efficiently as they did, especially at a time like this! Your vehicle is in good hands and we urge you to share more of your experience with us as your claim progresses.

Best regards,
The MiWay Team

I am extremely happy with the service that I received from Miway.I insured my car with Miway three years ago and never had a claim until last week friday when the back of my vehicle was knocked.I took the vehicle to an assessment centre on friday and the vehicle was subsequently written off.My claim was handled by Thuli Malatji and she was most efficient in processing my claim.She called me everyday until the claim was processed to provide feedback.Miways impressive service will certainly be spread through word of mouth and I will definitely remain with the company for all future insurance.Thanks

MiWay’s response on 17.02.2012 9:54

Hi Arishka,

Thanks for taking the time to comment on great service and for your loyalty over the last three years. We’re thrilled that Thuli handled your claim as professionally and efficiently as she did and we will be sure to show her the recognition she deserves for ensuring you were informed and happy throughout!

Enjoy your Friday,
The MiWay Team

ive tried to send a mail for my complain everytime they gave me a different adress. how are i suppose to contact you., they cant give me fax nr or nobody can help me on the phone.

MiWay’s response on 20.02.2012

Hi Chrissie,

Thanks for your email – Max has emailed you details on our complaints email address and we have since confirm receipt of your email.

Best regards,
The MiWay Team

Your web forms assume it is only South African Id holders who need insurance. what about foreign passport holders.

MiWay’s response on 17.02.2012 14:47

Hi Agony,

Thanks for your comment. We insure South African citizens as well as non-South African citizens and we apologise if you have experienced any inconvenience trying to obtain a quote online. Anthony has been in contact with you to quote you and we urge you to contact us should you require any further assistance.

Kind regards,
The MiWay Team

Wow amazing service and efficiency

MiWay’s response on 16.02.2012 9:14

Hi Lirschia,

Thanks for the compliment!

Best regards,
The MiWay Team

I need to cancell my policy. Car was sold. JC van WYngaardt

MiWay’s response on 20.02.2012

Hi Jan,

We confirm that you have since spoken to Brian who has assisted you with your request. We look forward to hearing from you soon after the purchase of your new vehicle.

Kind regards,
The MiWay Team

I have just had a lenghty conversation with Mr Zwane Kumalo regarding getting a quote, he was unprofessional, never gave me an opportunity to speak or ask questions, and issued me with a installment, but then after I have given him my bank details he tells me that certain items was not included in that and need to be included. That was the worse experince ever I had with an insurance company ever. I will for sure not recommend Mi Way to anybody ever

MiWay’s response on 15.02.2012 15:11

Hi Sherani,

We’re really sorry that your initial MiWay experience was not up to standard and we assure you that we value your feedback. Thanks for taking the time to comment and for giving us another opportunity to quote you and to show you just how great we can be.

Welcome to our family and please keep sharing your service experiences with us.

Kind regards,
The MiWay Team

Firstly, congratulations on winning ‘the Deloitte best company to work for’! I would like to comment in the manner that my claim has been handled. I have not been kept up to date with the developments of the claim. I have been receiving calls from differrent people from MiWay requesting the Accident Report and this was sent to MiWay (info@miway.co.za) on the 6th Feb mainly because I didnt have Rhulani’s email address at the time. I have tracked my policy online and I see that the claim has been finalised but I have not been informed of the outcome or should I say the outcome has not been communicated to me thoroughly. When I called this morning James tells me that Rhulani was busy yesterday and maybe that’s why he couldnt call me, but my argument is that I work for a big Firm (Deloitte) and we have various clients that we answer to, and I could never be busy to get back to a client when the matter seems important to them…
It was a relief for me when I joined MiWay due to the bad experiece I have had with my previous insurance company – they were bad in keeping me updated and running my admin! I have sent Rhulani Baloyi and email re my claim and have asked him on 4 differrent occassions to call me back and he hasn’t – leaving messages with his colleagues – what else can I do to get his full attention?
Please ask Rhulani Baloyi or his manager to call me or drop me an email on my Deloitte account – regards, Mmalenyalo

MiWay’s response on 15.02.2012 14:29

Hi Mmalenyalo,

We’re so sorry to hear that we have disappointed you on more than one occasion and we assure you of our commitment to deliver awesome service from start to finish. Monique has been in contact with you to discuss your concerns raised and to confirm how we aim to ensure this never happens again. We have since received your accident report as well as the assessors report and Rhulani has called to inform you which documents we are still waiting for.

Your claim is in the process of being finalised and we thank you for being patient with us while we sorted out any hiccups. We appreciate your comment and the opportunity to respond and we urge you to contact us should you require any further assistance.

Kind regards,
The MiWay Team

i thought this people in the tv adverts were paid to say the thibngs they say. i lodged a claim with miway wednesday 08.02.12…before 16h00 for a cracked windscreen. by 17h00 the glassfit guys had already confirmed the appointment to replace the windscreen the following day and it was replaced as promised. Bheki you are a star my brother. thank you for such an excellent service.

MiWay’s response on 15.02.2012 9:01

Hi Namundi,

Thank you so much for taking the time out of your day to give us such great feedback! We are not only thrilled that your claim was handled as efficiently and professionally as it should have been, but also that Bheki has made such a lasting impression on you. We will be sure to share your positive review with him for making your claiming experience a memorable one!

Kind regards,
The MiWay Team

I was so impressed with Sonja service, as soon as I submitted my claim Glasfit called me and set up an appointment. That was awesome service..

Thank you

MiWay’s response on 15.02.2012 8:57

Hi Koketso,

We’re so happy to hear! Thanks for sharing your positive service experience with us.

Best regards,
The MiWay Team

pitty i can’t sind praises and glory. non of the awsome eployees have answered my calls, or dealt with my father’s. which was a hijacking in december , as if that was not enough, to still have his premiums deducted and no answers. everyone in the family has followed up. but in vain . a message is always conveyed to one person or the other.
i regret ever recomending my way to him.

MiWay’s response on 14.02.2012 13:35

Hi Shirley,

We’re sorry to hear of your father-in-law’s incident and we wish you and your family all the best during the recovery process! Please accept our sincere apology for any inconvenience and delays we have caused you – we assure you that it was never our intention to add to an already stressful situation.

Terry has been in contact with you to confirm what information and/or documentation we still need in order to finalise the claim. We eagerly await your response and we urge you to contact us should you require any further assistance in the interim.

Kind regards,
The MiWay Team

My car got stolen on Friday morning. As soon as we got the case number from the police I tried to lodge my claim but it was all but smooth sailing. Kept talking to the wrong people and the ones I needed to talk to were never available. Needless to say I decided to leave it until Monday morning because if I was in the insurance industry I would give it a few days to see if maybe they get the car back.
Around 8 o’clock Monday morning I get a call from Rulani Baloyi. unfortunately I was in a meeting and asked if he could call me back in half an hour. Four hours later I called my wife and asked her if she could get hold of Miway as nobody phoned me back yet. She got hold of Rulani and phoned me back in tears. There is a possibility that Miway will only pay out 65% of the cars value and to make matters worse they will first have to check with the ITC into our financial status to ensure that we didn’t sell the car and now claim that it is stolen. What is this? They person who stole my car is a thief not me. You have a case number with the police. They have the evidence of forced entry and tools of the trade left behind as well as evidence of breaking into my company car to steal from there. I have been trying for over an hour to get hold of Rulani but its a waste of time. Only a voicemail on that side that I’m sure nobody check anyway. I left Outsurance to insure with Miway due to positive things I’ve heard and a competitive premium, but after this I will rather take my insurance back to Outsurance.

MiWay’s response on 14.02.2012 12:39

Hi Hannes,

Thanks for your comment and the opportunity given to respond. Rhulani has been in contact with you to discuss your concerns with you in more detail and to register your claim. We have also appointed an assessor and he will be in contact with you shortly to validate the claim and to discuss the process moving forward. Please accept our unconditional apology for any inconvenience and lack of service you have experienced – we have addressed the matter with all involved to ensure we eliminate similar future occurrences.

Should you require any further assistance, please don’t hesitate to contact us.

Kind regards,
The MiWay Team

It’s pretty amazing how MiWay has grown to leaps and bounds since its inception. However as they say “go big or go home, regardless who you trample on in the process”. Start your story by calling MiWay they say. Well I ended mine with MiWay and my vehicle ended with it. The hard part in all this is I am still paying for it and I don’t have it.
But let me tell my story or should I say the end of it. I was with Budget until the credit crunch in 2008 which made me want to change. MiWay came out tops on low premiums and at the time the service was reasonable. Until I had an accident on the 10th January 2009. I had missed a couple of payments before then. At the time the premiums were up to date but what followed thereafter was unexpected. Initially all went well but then things turned for the worst. I was sent an “assessor” Alf Heines, turned an investigator who wanted to know:
• If I had had dinner before the accident,
• What I had for dinner?
• Who was with me in the vehicle
• Why was I travelling alone.
For me these are personal questions and have no bearing on the accident itself and the contract I had with MiWay. To add insult to injury I had to submit my cell phone records, my wife’s cell phone records, my friends’ cell phone records and were required to sign affidavits for access of records of all the cell phone service providers at the time. This is after submitting an accident report and a case number which is a standard requirement. Well, I was not going to be subjected to such scrutiny and insult so I refused. As a result my claim was repudiated. This I do not care about but what concerns me is the fact that they refused to return my vehicle to where they had collected it and to date I do not have it and am still paying the financier. I could not afford the R15000 demanded by the attorney to fight the case so I sucked up and took the punch. I am not expecting any change as I know I am a small pebble in the sand but I hope there won’t be another me in the same dilemma.
This claim had been registered on the 11th January 2009 but on the 2nd of March we were still exchanging communications demanding this and that affidavit of a personal nature which I still believe had no bearing on the claim and or my contract with MiWay. It would have been a noble course if Miway could have returned my vehicle to afford me the opportunity to take care of the damages which by the way were not as extreme as their assessor claimed them to be.

That’s my story I felt I should tell as most are telling their story.

Nhlanhla Larry Njapha

MiWay’s response on 14.02.2012 13:19

Hi Nhlanhla,

Thanks for your comment and the opportunity given to respond. Your claim was referred to the Ombudsman for Short Term Insurance and they ruled that our decision to reject your claim and that the grounds thereof was justified.

Please be assured that we have no reason to reject a claim unnecessarily and that we aim to deliver on our promises especially when it comes to a claim. With this said, we are of the opinion that we have exhausted all solutions extensively and we suggest you seek legal representation should you wish to pursue the matter further

Kind regards,
The MiWay Team

In the beginning, I had a “freedom fighter” who convinced me to move to MiWay, when I received a competitive quote, the retention agent I dealt with was really not a pleasure to deal with, you may want to keep the same focus on the Retention of clients, as you with the Acquisition of clients…. just a suggestion

MiWay’s response on 20.02.2012

Hi Bertus,

Thanks for your comment and suggestion. We are very sorry that our first impression made at sales stage did not carry through to your latest experience. We will investigate and most definitely take action to correct this! We agree with you – the retention of clients is of utmost importance – our retention agents are passionate and committed, and we value your feedback regarding your personal experience which will enable us to address it with the agent in question.

Thanks and kind regards,
The MiWay Team

i still haven’t received my welcome pack from miway, i dont have the call centre number. I joined miway last year October already, last night my car broke down and i had no clue what number to dial for road side assistance.

MiWay’s response on 13.02.2012 10:00

Hi Mbalenhle,

We’re sorry to hear of your incident and that you were left feeling stranded as you didn’t have our details. Pamela has been in contact with you to confirm the e-mail address that we sent your documents to in September and she has also resent you your schedule and some Do-Not-Tow stickers.

Should you require any further assistance, please don’t hesitate to contact us on 0860 64 64 64.

Kind regards,
The MiWay Team

Dear Mi Way.
I would lik eto commend you on two of your team members.I dealt with Amori Lemley and Brian( did not get his second name).
I am an existing client and I purchased a 2nd car for my daughter. i called in for a quote today, 11 Feb 2012. I asked Amori to challenge the your competitors quote, she referred me to Brian. Brian was superb, he was determined to keep with MiWay,not only did he quote me a cheaper rate, but he also bettered my primium on my existing policy.
I was transferred back to Amori and she was an absolute delight to chat do. She was quick, effecient and very patient with all of my interruptions. I am a blissfully happy Client.I successfully convinced my collegues to call MiWay for a quote on Monday. My daughter Jackie Naicker has insurance with one of your competitors, she looged a call( Ref *) to get a quote on her A4 on Monday. A very satisfied MiWay client. Vanitha Raman

MiWay’s response on 13.02.2012 15:10

Hi Vanitha,

Wow – what awesome feedback! It’s so nice to hear that our team has made such a lasting impression on you and that they did things your way. Thanks for taking the time to comment on our service and for the referrals, we really appreciate it!

Best regards,
The MiWay Team