insurance claims.png

Easy and Fast Claims

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 is to report the incident to the police. SAPS emergency number: 10111 

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

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

Register your claim with MiWay

MiWay is all about doing hassle-free insurance. We therefore offer you four different ways of registering your claim with us:

  1. Online self-service: Registered MiWay clients can submit a claim using MiXpress. Once logged in, select the "Lodge a Claim" menu item to lodge your claim. Login now to submit a claim.
  2. MiWay’s mobile app: The app features an innovative step-by-step tool which is especially useful in the aftermath of an accident, prompting the policyholder to use their smartphone to take pictures of the scene and submit them together with the claim. Download the app now.
  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.

What happens once your claim is registered?

Below is an outline of 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.

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.

  1. Once you’ve lodged your claim with MiWay, you would have been allocated a claim number. Keep the number close by for future reference.
  2. Allocation of your claim. A claims representative will 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. Validation of your claim. A validator may be appointed in situations where the merits of a case need to be confirmed by bystanders, authorities, emergency services, etc. If a validator 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. An assessment 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.

  • Once your claim has been approved: After validation and assessment, if it has been found that you have a valid claim, 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 go ahead and have your car, home, contents or possessions repaired before you have received written consent from MiWay, as this may affect the outcome of your claim