Know your way through a claim

In the unfortunate event of you having to submit a claim, MiWay tries to make a potentially confusing process as hassle-free as possible. This can be a confusing time, made worse by the fact that a claim typically follows a loss - which may be an accident, theft or damage to your vehicle or home.

Your first step in the event of theft or an accident is to report the incident to the police.

Depending on the incident which may lead to a claim, you may need to provide supporting documentation; generally, at a minimum, a police case number is required.

MiWay is here to help get you back on track and aims to keep the claims process as hassle-free as possible, paying all valid claims rapidly and without any fuss.

What happens once your claim is registered?

Although the below outlines the claims process, it needs to be noted that not all incidents are the same and not all claims processes are as straightforward. Your claims representative will inform you of the exact procedures that you need to follow, so when in doubt, clarify it with him/her.

  1. Once you’ve lodged your claim with MiWay, you will be allocated a claim number. Keep the number close by for future reference.
  2. A claims representative will then be allocated to your claim and will work with you and other relevant parties to gather the documentation required to finalise your claim. They will also validate the claim: assessing whether the incident is covered by your policy and whether you’ve met the terms and conditions of your policy. If your claims representative asks you questions or requests documents, you must answer truthfully, in full, and within reasonable time set by MiWay.
  3. An assessor may be appointed in situations where the merits of a case need to be confirmed by bystanders, authorities, emergency services, etc. If an assessor is appointed, you will receive a notification that this step is being taken and be informed of their contact details.
  4. Assessment of the damage is necessary to prevent any possible insurance fraud. If you submitted a claim for your driveable vehicle or for hail damage to your vehicle, you would have been asked if you wanted to book your own assessment.
    • If you did book an assessment, you can always login to your profile and view your booking as well as edit or cancel the booking.
    • If you chose not to book your assessment, you can still go online and book. Simply login, view your claim and book your assessment.

If you don’t book your own assessment, and an assessment is necessary, MiWay will appoint an assessor for you and any relevant documents will be sent to him/her. They will make an appointment to see you within 1 working day in order to assess the extent and nature of the damage. 2 -3 working days thereafter, the assessor’s damage report is created and is submitted to MiWay.

In certain cases, MiWay may instruct you to send photos of the damage to the vehicle – saving you time, effort and petrol by not having to drive to a drive-in centre for a damage assessment. The assessor will then conduct a photo-assessment of the damage to the vehicle.

  1. After validation and assessment, if it has been found that you have a valid claim, your claim is then approved. MiWay has the option to pay out cash, replace or repair the insured item – or any combination thereof.

If MiWay decides on repairs, we will advise you of your most convenient supplier or repairer on our panel of pre-approved contractors. DO NOT send your car, home, contents or possessions to be repaired before you have received written consent from MiWay, as this may affect the outcome of your claim.

MiWay is all about doing hassle-free insurance, and that’s why we offer you four different ways to register your claim with us:

  1. Lodge a claim online: As a MiWay client, you can register a profile on MiXpress to manage your policy and submit your claim online. Once logged in, select the "Lodge a Claim" menu option to lodge your claim.
  2. Use MiWay’s mobile app: The app features a useful and innovative step-by-step tool to help you through an accident scene, prompting you to use your smartphone to take pictures of the scene and submit them together with the claim. Download the app now via your Google, Android or IOS play store.
  3. Email us at claims@miway.co.za to inform us of your claim. We will contact you for further information.
  4. Phone us on 0860 64 64 64 and an agent will assist you with your claim submission.

Please note: Only once you have received a claim reference number has your claim been lodged in our system.

Remember to keep all your documentation relating to the claim somewhere safe, as we’ll most likely need it during the process. SAPS emergency number: 10111.

Check out some of our frequently asked questions regarding claims.


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