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TCF – Treat Customers Fairly

Published on: 15 October 2014

A topic that has created a lot of debate in the insurance industry over the last couple of years, is Treat Customers Fairly (TCF). I was at first surprised that the Regulator felt the need to regulate fair treatment of customers.  I have always held the belief that treating customers fairly is part and parcel of running a proper business.  If your aim is to build a sustainable business that...

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15 October 2014

The Little Big Things

Published on: 11 October 2013

I recently had a rather strange experience. I received a compliment from a client on for taking the time to interact with him on a claims query. The client lauded me for ‘taking time out of my busy schedule’ and for displaying visionary leadership. The hellopeter posting had a further knock-on effect when a number of MiWay employees jumped on the bandwagon to praise me....

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11 October 2013

Tough Times in the Insurance Industry. How do Champions Respond?

Published on: 19 June 2013

Times are tough in the insurance industry. Exceptional profits for a number of years pre-2012 led to a price war as well as a number of new entrants who saw the opportunity of grabbing a share of the attractive, profitable “short-term insurance cake”. The natural consequence was that the industry experienced lower underwriting profit margins in 2012, and the compounding effect of the weakening...

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19 June 2013

The Power of Words

Published on: 12 February 2013

The year 2013 has started with a bang at MiWay. Before we knew it, January has come and gone. For me personally, January is a big month – firstly, because it happens to be my birthday month and secondly, because 70.3 Ironman (“half ironman”) takes place in January. So, both came and went (with a fair amount of joy and success) and now life (work and play) is moving along at a rapid...

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12 February 2013

Success breeds Succcess

Published on: 18 May 2012

Time flies when you’re having fun. It’s amazing to think that we’re already in May. The year is indeed flying! Life at MiWay is better than ever. Although we have previously had the odd profitable month, we have now enjoyed a fair number of consecutive profitable months. It is, at last, safe to say we’ve emerged well and alive and kicking from “the valley of death”....

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18 May 2012

Focus on doing the fundamentals right and the scoreboard will look after itself

Published on: 24 October 2011

We at MiWay recently experienced an unexpected but pleasing purple patch. On 4 October we were announced winners of the Ask Africa Orange Index Survey for Service Excellence in the Short-Term Insurance category, and on 5 October we were declared winners in two categories of the Deloitte Best Company to Work For survey, namely the winner of the Financial Services – Insurance category, as well...

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24 October 2011

Staying relevant – why MiWay embraces social media

Published on: 09 August 2011

Many big brands are still nervous about social media as it undermines the complete control demanded by old-style marketing mindsets. Acknowledging and even supporting the fact that your customers talk among themselves, and want to talk to you (and about you), is very threatening to that mindset. But at MiWay we believe that engaging in conversation with our customers is the only way to stay relevant...

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09 August 2011

Reflections on Achievement

Published on: 01 July 2011

In the last couple of months, we have celebrated the successful conclusion of our third year in business and we also reached the 100,000 client mark, a milestone which economists and statisticians say many new businesses never get to see. This must be particularly true for those brave entrepreneurs who embarked on their journey at the same time as MiWay. At that stage there was no hint of the financial...

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01 July 2011

Serendipitous Windfall

Published on: 11 October 2010

Life at MiWay is progressing really well. We have managed to weather the credit crunch storm, built a strong desirable brand, gained critical mass and all our operational processes are running like clockwork. The most pleasing of all, is the fact that the business has reached break-even on a month-by-month basis. All this has been achieved in a highly competitive market and in tough economic times. We...

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11 October 2010

The role of Culture in an Organisation

Published on: 11 June 2010

With the World Cup upon us, words like ‘team spirit’, ‘gees’, ‘attitude’, ‘motivation’ and ‘passion’ are often heard. The general consensus is that a happy team with great team spirit is often a winning team. In fact, team spirit is often the only differentiator between two teams. In my mind, it is no different in the business world. Team...

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11 June 2010

Online Comments Forum

Published on: 25 August 2009

To invite clients to post comments – positive or negative – on our website, took more than just a huge dose of courage. We were potentially opening ourselves up for massive reputational damage. If we delivered consistently poor service, and all the comments were negative, it could have done more harm than good. It could have exposed us as inept, hopeless, below par. On the positive side,...

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25 August 2009

Life and Business Lessons from Comrades

Published on: 11 June 2009

The mystique of the Comrades Marathon captures the imagination of South Africans around May/June every year.  The organisers call it ‘The Ultimate Human Race’, and many commentators and experts contend that it is the greatest ultra marathon in the world.  It certainly is the only foot race of 90km in the world that attracts around 13,000 participants every year.  In 2000...

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11 June 2009

How to choose an insurer

Published on: 28 January 2009

Dear Reader, Welcome to my Blog! I look forward to healthy debates and frank discussions. To get things going, I want to share some ideas with you on how to choose an insurance company. When choosing an insurer to cover your vehicle, there are various factors to consider depending on your unique profile. But regardless of who you are and what you drive there are certain standard tell-tale signs...

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28 January 2009