At MiWay we are changing the way insurance is done. By providing numerous ways to complete Insurance Quotes online or through our call centre; it is evident that we are designing our business around our customers wishes.

Use the options provided to complete an obligation-free insurance quote and start saving today!

At MiWay we are changing the way insurance is done. By providing numerous ways to complete Insurance Quotes online or through our call centre; it is evident that we are designing our business around our customers wishes.

Use the options provided to complete an obligation-free insurance quote and start saving today!

At MiWay we are changing the way insurance is done. By providing numerous ways to complete Insurance Quotes online or through our call centre; it is evident that we are designing our business around our customers wishes.

Use the options provided to complete an obligation-free insurance quote and start saving today!

At MiWay we are changing the way insurance is done. By providing numerous ways to complete Insurance Quotes online or through our call centre; it is evident that we are designing our business around our customers wishes.

Use the options provided to complete an obligation-free insurance quote and start saving today!

But nothing much has changed back at MiWay – they are simply maintaining their unwavering focus on the one area that has brought the company this far: service excellence.

Awesome service is our focus
With its fourth birthday looming in early 2012, René Otto, CEO of MiWay, says the business has an exciting few months ahead. “Our future-looking strategy focuses on achieving aggressive growth and developing new ways to enhance our service offering even further. But one thing is sure: we won’t change the principles of offering our clients awesome service and good value for money.

“Our focus on providing exceptional service to our customers underpins everything we do – it is the foundation of our business and we believe a true differentiator,” he explains.

This focus on service resulted in MiWay claiming the top spot in Ask Africa’s Orange Index for the short-term Insurance sector, an accolade that took the team by surprise – especially since they happen to be the youngest company to ever win the award.

We don’t focus on winning awards; we focus on doing the right things right – and then even better the next time round. For us, the Ask Africa Orange Index provides an independent assessment of the way our customers see us, their experience of our service levels and their feelings afterwards. We measure these internally, but it is always valuable to get an independent view,” he comments.

Our people, our asset
Otto attributes the success of the business to a particularly important asset – the MiWay team.

The fledgling insurer opened its doors to a booming South Africa in 2008, prepared to take on the giants in the fiercely competitive insurance game. A few months later, the global economy collapsed wrecking havoc.

“Our options were simple: quit, or stay and test our belief that there was a portion of the market that really wanted a transparent, service-driven insurer. We stuck to our guns and discovered that our boom-based hopes were conservative. Our business has grown faster and bigger than our initial expectations and continue to do so. But not without us having to innovate and change the traditional direct, short-term model to stay ahead of the curve,” says Otto.

Otto believes it’s not leadership’s role to put greatness into people, but to illicit it; the greatness is already there.

“All our customer experiences are ultimately dependent on the efficiency of our people and, importantly, the way in which each person approaches his or her role. Even team members that don’t directly interact with customers understand this and how their role contributes to the success of our business. Just because you don’t interact with customers does not mean you do not have an influence in their experience either through the quality of your work or through your influence on those around you. This understanding and can-do attitude has grown throughout the team resulting in a particularly high level of personal ownership,” explains Otto.

As clichéd as it may sound, Otto says the business has developed into a close-knit team.

The results speak for themselves: MiWay’s recent win of the Deloitte’s Best Company to Work For award. In fact, MiWay was announced the winner of both the Financial Services – Insurance Category and the Medium Company Category in this prestigious 2011 survey. This was MiWay’s first year of participating in the survey.

Otto says these awards will serve as motivators to work even harder at building a world-class business. “At the end of the day, it is about ordinary people doing extraordinary things.”

The company’s fourth annual charity golfing event took place on 8 September at Blue Valley Golf Estate & Country Club in Midrand and raised R251 851.

MiWay CEO Rene Otto remembers the impact the young Johnson had on perceptions of HIV: “Nkosi touched the world with his bravery, forcing societies to look beyond their long-held views of the disease to see, in some cases for the first time, that it is not simply a sexuality issue. In fact, Nkosi demonstrated that it is not simple at all; HIV reaches beyond physical health, impacting on the way communities interact, governments intervene and people relate. Those of us who had the privilege of witnessing moments of his short life are still moved by his words 10 years on.”

Nkosi’s Haven was one of the first organisations to benefit from MiWay’s community upliftment initiatives, notes Otto. This initial involvement impressed the MiWay team with the organisation’s ability to achieve so much with limited resources.

“Nkosi’s Haven’s has changed the lives of countless people impacted by the HIV/Aids pandemic. In delivering care and support to infected mothers, their children and a growing number of Aids orphans, this organisation provides something more important: hope and dignity. We have built a close relationship with Nkosi’s Haven in the knowledge that the financial support we are able to give them, has a real impact on the lives of South Africans,” explains Otto.

Recent initiatives benefiting Nkosi’s Haven include R36 000 raised during holiday promotions at the end of 2010 and 3 000 Easter eggs donated for the enjoyment of the many children in the organisation’s care.

Nkosi’s Haven has embarked on a number of self-sustaining economic development projects to ensure its continued existence and expansion, says Gail Johnson, Nkosi’s adoptive mother and founding director of the organisation.

“We are still largely reliant on the generosity of the community to maintain our services and grow our reach into the many needy areas of the country. Like everyone else, we have been impacted by the economic downturn – not just in the financial resources available to us, but in the considerable increase of destitute people in need of our help. Without the help of partners like MiWay, we simply wouldn’t be able to reach the number of needy that we currently do,” she says.

Last year MiWay selected Special Olympics South Africa to benefit from its golf day. The R340 000 raised sponsored the attendance of six golfers at the 2011 Special Olympics World Summer Games in Athens, with R100 000 remaining to fund other expenses of Team SA.

“We would like to thank our customers, partners, staff and sponsors for their incredible generosity and support, we could not achieve so much with our annual golf days without it,” says Otto.

This year’s platinum and gold sponsors of the MiWay charity golf day included Global Golf, Transunion, Internet Solutions, Ad Outpost, Blue Label, Europ Assistance, Glasfit, AVIS Rent a Car, Great South Autobody, Tracker, Dimension Data, Danmar Autobody, SMD, Altech Netstar and PWC.

Now in its 12th year, the Deloitte Best Company to Work For Survey assesses employee perceptions of Southern African companies as employers of choice, and ranks these organisations accordingly. It not only highlights the most desirable employers, but also provides a mechanism that companies can use to benchmark themselves against their peers and competitors in the Southern African employment market.

This is the first year that MiWay has participated in the survey, and surprised many long-time participants with its two inaugural wins.

René Otto, MiWay CEO, says this incredible achievement is directly linked to MiWay’s carefully crafted company culture. “We’ve worked very hard to create an internal culture that promotes happiness amongst staff – because happy people perform better” Otto explains. “This culture is underpinned by our core company values – freedom, accountability, energy and attitude. We have actively fostered this culture among staff who totally buy into the company vision. In fact, I’d like to dedicate thses two awards to our passionate and hard working people.”

Added to this are extensive staff training opportunities and significant prospects for career advancement within the very fast growing company.

Since entering the market less than four years ago, MiWay has carved a niche for itself as an innovative champion of the consumer. Otto says this, combined with MiWay’s passion for its people, make MiWay a “best company to work for”.

Currently in its 11th year, the Ask Afrika Orange Index is South Africa’s largest service excellence benchmark, identifying the country’s top service-oriented companies. Ask Afrika’s research provides unparalleled insight into the views of South African consumers on service delivery; the gap between customer expectations and actual experience; and identification of specific performance areas ranging from excellent to incompetent.

Despite driving the company’s fanatical dedication to service, MiWay CEO Rene Otto says the award was unexpected: “Our age and size, relative to that of our competitors means that we definitely didn’t expect to win this award and we are extremely pleased. Frankly, we’re overwhelmed to be placed amongst those companies formerly honoured given the fact we’ve only been in business for around for a mere three and a half years.”

“The Ask Afrika Orange Index provides independent insight into marketplace perceptions of the brand, actual experience against consumer expectations, and the value customers assign to your full service offering. It provides us with what is probably the most accurate way to measure our product and support offerings, the MiWay team and our performance against our service-level priorities,” explains Otto.

MiWay is the youngest company to win the award according to Sarina de Beer, MD of Ask Afrika. Previous industry winners have been well established and recognised industry forces such as Santam and Outsurance, clearly illustrating MiWay’s achievement in a highly competitive industry

MiWay started life in the financial services sector with the aim of transforming the grudge purchase status of the short-term insurance industry into an environment that would support relationship building with customers, communities and amongst employees. The Ask Afrika Orange Index leadership position certainly shows how far the company has come.

Says Otto: “I’m delighted with the MiWay team – customers, employees and partners – and the recognition which is coming its way. Nevertheless particular recognition must go to our front of line staff for adopting our service ethic and putting these into action in their delivery.”

MiWay is a regular feature on social media, a recipient of consumer praise for listening to its customers, rather than advertising at them, and initiating transparent communication channels that accept both compliments and complaints.

“This interaction demonstrated the need for a return to basics – deliver great service, achieve first call resolution, deliver hassle-free claims and always keep our promises. In return our customers have stood by us and become part of the family.”

As for future direction, MiWay has no intention of resting on its laurels. Says Otto: “We have recently opened a second call-center in the Joburg CBD and expanded our Bloemfontein operation. The business is growing in leaps and bounds despite the economic recovery not being as smooth as we had hoped and of course competition increases almost daily. But we are very excited about 2012 and we plan to aggressively grow the number of people who sleep peacefully knowing they have a hassle-free insurer looking out for them.”

But there is good news: Did you know that the short-term insurance act means that as a consumer you have more rights and are better protected than ever before? Below are a few tips to help you understand your rights and how to exercise them. But more importantly also keep in mind your own duties and responsibilities as an insurance client. Sadly, many times people feel they have been treated unfairly when in fact they have not held up their end of the bargain.

How does insurance work?

Let’s start with the real basics: What is insurance really? It’s a deal between you and an insurance company, made so that you can replace or repair a valuable item that gets lost, stolen or damaged. The insurance company agrees to pay you a fair value if you claim; in return you agree to pay your premium to the insurance company.

Premiums are calculated based on the risk of a loss occurring: the higher the calculated risk, the higher the premium will be. Premiums are also individually calculated which means that the insurer not only looks at the item you are insuring but also the person involved. Combining the perceived risk of the item and the person, your insurer will give you a premium at which they are comfortable to cover you. This is why it is important to share info about yourself with your insurer, well aware that incorrect or incomplete information might affect your future claims.

You have the right to get what you pay for

As a policyholder and South African consumer you have the right by law to be treated fairly and with respect. Your insurer must serve you to the best of its ability. Basically, this means that if you are paying for insurance cover and it is detailed in your policy schedule, you must receive it.

You have the right and the duty to be fully informed

Your insurer must, by law, offer you financial advice and products that best suit your needs. They may not sell you a product that you don’t understand, and must explain all the terms and conditions clearly. So you have every right to ask your insurer to explain anything that is unclear or difficult to understand. If the person you are talking to can’t answer your questions, or makes you feel that you are being difficult by asking questions, you can ask to speak to another agent or their supervisor.

Your right to be fully informed doesn’t mean you can sit back and expect your insurer to do all the work for you! It is your responsibility to read your policy documents, check that the information you supplied is accurate and inform your insurer if any details need to be changed. If the language of your policy document is confusing or a particular clause is hard to understand, you can and should ask for an explanation; policies are supposed to be written in “plain language”, without any legal jargon.

You have a duty to pay your premiums

This is quite simple: Pay your premiums on time, and enjoy the peace of mind of knowing that you are fully covered. If you don’t pay your premium, your insurer has the right to refuse to pay your claims. But this could also affect your future premiums – as you are seen as a poor payer and thus a higher insurance risk. If something happens in your life that affects your ability to pay, talk to your insurer sooner rather than later.

You have a duty to be honest

Like your mother always said (we hope), honesty is the best policy. Don’t ever lie to your insurance company, or tell them less than the whole truth. If they ask you about previous claims or losses suffered, tell them the truth. If your teenage son is going to be driving your car regularly, let them know. If you’ll be using your bike for racing or your car for business, let them know.

If you accidentally drive into your own gate, don’t make up a story about someone bumping into you in a parking lot. Your insurance does cover you for embarrassing mistakes – but not for lying. If you are caught in a lie it will not only affect your current claim, but your future insurance cover and premiums as well. You could even face legal action for insurance fraud.

You have the right to complain and have your complaint taken seriously

If you are unhappy with the way your claim was handled, speak to your insurer first. Ask for the head of claims, and if that doesn’t solve the problem then go to the head of compliance. The insurer has a duty to deal with your problem in a way that serves both your best interests and theirs.

If you have no joy from your insurer, you can approach the Short-Term Insurance Ombudsman. This is an independent body set up to deal with problems that cannot be resolved directly with your insurer. The Ombudsman’s role is to act as a neutral mediator or facilitator. He or she will consider both sides of the case and make a ruling; if the insurer is found to have treated the customer unfairly , they can be forced to settle the claim.

You also have the right to take your problems to the public, using a forum like Hellopeter.com. Insurers that take their business and brand seriously will react quickly. These forums are also a great way to research prospective insurers and see how they handle their customers.

As a very last resort, you could seek legal advice and lay a civil claim against your insurer. This is a very expensive option, however, and you should only consider it if you have tried everything else without success and you are very confident of a ruling in your favour.

Remember: Knowing your rights and fulfilling your obligations will give you peace-of-mind cover and ensure far less painful claims experiences.

What does “regular driver” mean?
Insurers view the regular driver of your car as the person who drives it most often. This can be tricky if your family has one car that is shared between spouses or between a parent and child, but it should almost always be clear who drives the car. If you’re in any doubt, mention this to the insurer all the drivers that might use your car on a regular basis.

How the regular driver affects premiums
Premiums are calculated according to the size of the risk you potentially pose – based on the underwriter’s experience of individuals with a similar profile. For example, people who have had their drivers licenses for less than a year are more likely to become involved in an accident than people who have been driving for 20 years; and some cars are more likely to be stolen than others. It makes sense that the bigger the chance is that your insurer will have to pay out, the bigger the premium should be.

Factors like age, gender, marital status and previous insurance history are some of the factors that are taken into account when the risk is assessed. So you can see that depending on who the regular driver of your car is, you may be quoted a different premium.

What happens if I name the wrong regular driver?
Because each premium is individually calculated – for example, younger drivers usually pay higher premiums than their parents (and consumers are aware of this) – people are sometimes tempted to be economical with the truth. For example a father might claim to be the regular driver of a car that he’s actually buying for his teenage son, to avoid paying a higher premium.

But this is what your granny might call “penny wise, pound foolish”: By saving a few rands a month on your premium, you face the risk of having your whole claim rejected if the car is involved in an accident. The insurer will always check the regular driver as part of the claims assessment process – if they discover that you’ve not been honest, they might refuse to pay out. You could also face higher premiums in future.

Does this mean I can’t ever let another person drive my car?
It’s perfectly normal that sometimes you might want to let your spouse, child or friend drive your car. If your car is involved in an accident while someone else is driving, your insurer most likely will still cover you – provided of course the correct regular driver is noted, the driver was driving legally and the policy conditions where adhered to! You may have to pay an additional excess, depending on the terms of your policy, but you will be covered. Check with your insurer or your policy document to be 100% sure!

Full disclosure is always the best strategy
The bottom line – Always be honest. If your student son or daughter is going to be the regular driver of the car, being honest about this has two benefits: One, your claims won’t be rejected. Two, your child will have an opportunity to build up an insurance history that will stand them in good stead when they want to take out insurance in their own right in future.

Remember to update your policy
Things change and you should make sure to update your cover to reflect changes in your lifestyle and assets.. If you’re going to be away for a couple of months and someone else will be using your car in that period, or you moved to a new address or changed jobs (so your day time parking changed), let your insurer know. And if you pass the car on to someone else in your household, don’t forget to change the details of the regular driver.

Visit http://www.miway.co.za/car-insurance for more information on car insurance cover from MiWay.