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What do our clients think about MiWay's service?

This transparent Compliments & Complaints forum is the first of its kind in South Africa where an insurer actively encourages its clients to speak out about their service experiences.

Customers can tell us what's making them happy and where we need to improve, secure in the knowledge that their comments are taken seriously and that their feedback, good or bad, is appreciated.

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33753 comments and counting...

From Richardt on Feb 15, 2018

Not good service at all

MiWay's response on 16.02.2018 10:28

Thank you for your note.  We have to apologise for any hassles you’ve experienced throughout your claims process.  We believe that Buhle has since given you a call to discuss, and she has explained the way forward with your claim.

Please don’t hesitate to get in touch with her should you need any further assistance.

Best regards,
The MiWay Team

From Marinda Heyneke on Feb 15, 2018

Claim No: C9****9 From the start off this claim I've being given information to Nonnie Kumalo for my car being at Toyota Bedfordview 26.01.2018 and being told on the 02.02.2018 that MiWay will collect the car and tow it to Renew-It that is just across from Toyota. On Monday afternoon Toyota phoned me to tell me the car is still not collected, phoned again MiWay and will see why my car was not collected. On the 06.02.2018 my car still at Toyota, could not get hold off Nonnie or Monique Swart, I've being told via email that ABS was on their way to collect my vehicle and they will follow up to escalate the matter, and I must understand that not getting hold off them they working in a call centre and are on calls the entire day. Wednesday 7.02.2018 my vehicle being collected and at Renew-it. Spoken to Nonnie and being told it will take 7 working days at Renew-it to fix my car. Not a call or follow up from MiWay to let me know what's happening with my car or a call from Renew-It and this is now the 7th working day supposed to collect my car... I've stop this morning at Renew-it 15.02.2018 and my car not even being worked on, taken photo where my car being parked between other cars...What do I need to do know!! for struggling to get to work and home relying on other people!!!!!! Who can I talked to if I don't have any feed back from MiWay.... need to talked to some off the big guys please!!

MiWay's response on 16.02.2018 10:22

We value your feedback and have to apologise for the let-down and delays on the repairs to your car.  It is not our intention to cause you any hassles.  We believe that Michelle has been in contact with you, and that the way forward was discussed with you.

Please give us a call should you need anything else, and we will be happy to assist you further.

Best regards,
The MiWay Team

From tebogo on Feb 14, 2018

claim no C9****3 since I launch my claim im the only one have to keep calling u,y find I called u the last talk was that u will send me a form and fill and send it back but still no feedback so am clearly not happy as ur client.

MiWay's response on 15.02.2018 13:07

We have to apologise for the inconveniences caused during your claims process.  It is not our intention to cause you any hassles.  We believe that Kea has been in touch to discuss your concerns with you.  We also hear that the necessary document was sent to you and Kea will await for you to return the signed document.

Please don’t hesitate to give us a call should you need anything else.

Best regards,
The MiWay Team

From Emmanuel tehepo on Feb 13, 2018

Hie I'm not happy with the service I'm getting from you as I've submitted my claim for my hi_fi system from November 2017, and I've been dealing with Shawn one of your consultants from last year and he has been promising to come back to me and resolve my claim but I don't think it's going anywhere as I lost trust and faith in you guys, who ever is responsible for clients complaints please contact me as I need closure about this whole mess.

MiWay's response on 16.02.2018 10:26

Thank you for your message, and we value your feedback.  Shaun has since given you a call to discuss your concerns with you.  We believe that he has advised you on the processes and the way forward, and that our decision on your claim remains unchanged.

Please give us a call should you need any assistance going forward.

Best regards,
The MiWay Team

From Mokete on Feb 13, 2018

its 2 months but we haven't received full service we not satisfied about the service one of the agents from mi-way Kefiloe Sehlapelo was helping us and has went silent

MiWay's response on 16.02.2018 10:24

Thank you for taking the time to write to us.  We have heard back from our claims team, and believe that Kefiloe has given you a call to discuss your concerns with you.  Shell await for the signed document from you in order to proceed with your claim.

Please give us a call should you need any further clarity, or if you need help with anything else.

Best regards,
The MiWay Team

From Phumla on Feb 13, 2018

No communication at all as to how far my claim is, I had to keep constantly calling. Even though there is a person assigned to my claim, and already i am panicking because i don't have my car.

MiWay's response on 14.02.2018 12:54

Thank you for your message, and we are sorry for not keeping you updated.  We believe that Felicia has given you a call to discuss the progress of your claim.  We are happy to hear that your claim has since been authorised and authorisation has been sent to our Service Provider.

Please don’t hesitate to give us a call should you need any more help.

Best regards,
The MiWay Team

From Irene on Feb 13, 2018

You treat customer's badly and your employees is incompetent. I will never recommend maway to anyone.you only care about your business.

MiWay's response on 14.02.2018 12:08

We are sorry to hear that you feel this way, and it is never our intention to cause you any hassles.  We believe that Mmabatho has since given you a call to discuss the excess and claims process with you.  She has also confirmed that she got a Client Services agent to assist in updating your policy for future reference.

Please don’t hesitate to give us a call should you need anything else.

Best regards,
The MiWay Team

From Malini Moodley on Feb 13, 2018

I am extremely disappointed in the manner in which my 3rd party claim is being handled. The reference number for the case is C9****9. Your client knocked into my parked vehicle whilst reversing damaging my door and side mirror. The event was witnessed by a lady whose statement was submitted to miway. Despite submitting all requested information timeously to miway. we have had to chase miway with regards to confirming a date as to when the matter will be resolved. Miway seems to be using delaying tactics to pay out my claim. I hope that you can appreciate that this has been very frustrating for us, and we find it extremely unfair that we have been inconvenienced, have had our integrity questioned, have had to drive around in a damaged vehicle, and can still not be given an indication when our vehicle will be repaired. A mail was sent to the manager of the person handling our claim and we did not even get a response from someone in a senior position. Is this how you also treat miway clients?

MiWay's response on 13.02.2018 12:16

Thank you for letting us know about your frustration with regard to your claim against our client’s policy.  We believe that Chantelle has since been in touch to update you on the progress of your claim, as well as what to expect moving forward.

Please don’t hesitate to give us a call should you need any further clarity or assistance.

Best regards,
The MiWay Team

From Daniel on Feb 13, 2018

Hi there we are still waiting from Miway to short out our car it is by G & J Panelbeaters and we are struggling now from November. Can you please follow this up.

MiWay's response on 16.02.2018 10:31

We are truly sorry for the delays you’ve experienced with the repairs to your car.  Thank you for bringing this to our attention.  We believe that Latoya has given you a call to update you on the progress of the repairs, and that the repairs are well underway.

We ask that you please give us a call should you need any more help going forward.

Best regards,
The MiWay Team

From Martin Schoeman on Feb 12, 2018

Miway's service has been pathetic. After loading all the photo's and the Accident report on Monday the 5th of February and the quote for repairs from your approved supplier submitted on Tuesday afternoon the 6th of February your team does nothing until I start escalating On Friday 9 February after numerous calls and conversations to your call center agents. Your claims handler then takes half an hour to complete and forward for manager approval on Friday afternoon. This morning at 11:55 am I get an SMS approving repairs only for the repair shop to let me know this afternoon that you people have sent a cancellation of authorization to repair. It is clear that you people don't know what you are doing. If I were you would be ashamed of the poor service you have provided to date. Please let me know urgently what the actual status of the claim is.

MiWay's response on 15.02.2018 08:34

We are so sorry for the inconvenience caused with your claim.  We believe that Kabelo has been in touch with you, and provided feedback on the way forward with the repairs to your car.

Please don’t hesitate to contact her directly should you need any further assistance.

Best regards,
The MiWay Team

From Hendrik on Feb 12, 2018

Phoned in on the 31st January for a claim. C9****0. No one come to my premises to check my fridge. Did already speak to the folowing. Sandile,Thebogo,Mokobe,Tshepo,lethaba, Kyle, and today to Tracy and she promised that it will be resolved before close of business.

MiWay's response on 14.02.2018 09:31

We have to thank you for bringing this to our attention, and giving us the opportunity to investigate the matter.  We are so sorry for the delays experienced, and the inconveniences this has caused you.  We believe that Sandile has given you a call to discuss the way forward with you.

Please don’t hesitate to give us a call should you need anything else further.

Best regards,
The MiWay Team

From Thys on Feb 12, 2018

Bad service because my bakkie was broken in to on friday night but only mannage to get a claim in on monday. Was on holiday and could not go enywere because of broken window. Could not reach wayway over the weekend. If i was stranded next to the road i could of not hade help from my insurance. My window that i am claiming for my access is double what the window cost to supply and fit.

MiWay's response on 14.02.2018 12:15

We sincerely apologise for the delays experienced with the repairs to your car.  We believe that Estuane has since given you a call and provided feedback on the progress and way forward with your claim.

Please feel free to give us a call should you need anything further.

Best regards,
The MiWay Team

From Byron on Feb 12, 2018

Takes 4 weeks after the claim was okayed to book into the panel beater. Panel beater is behind on work, won’t completed the job on time. Panel beater hasn’t called once for an update or send a mail regarding progress. I mailed David Ndhlovu last week foe an update on my vehicle and still waiting for him to mail me back with an update. David has been useless though out the process and would like another consultant on my claim.

MiWay's response on 16.02.2018 10:33

First of all we have to apologise for the delays experienced with your claim.  It is not our intention to cause you any unnecessary hassles.  We believe that Livhu has given you a call to discuss your concerns with you, and we are happy to hear that your car is ready for collection.

Please give us a call should you need anything else.

Best regards,
The MiWay Team

From Vincent Semono on Feb 11, 2018

I'm Having sleepless nights and Freeway Toyota Autobody in Turf Road Johannesburg are saying Miway insurance has instructed them not to paint my car yet they don't tell me that till the moment of payment arrived. I'm tricked to believe that they will be painting it because the printout given to me before working on my car states that paintwork will be done yet on arrival for collection nothing of that sort was done. I was expected to pay excess of R4250 for Only car wash and a replacement of a badge. Please help me to get justice here.

MiWay's response on 13.02.2018 16:06

We have to apologise for the inconvenience caused with the repairs to your car!  It is not our intention to cause you any hassles.  We have heard back from our claims team, and we believe that one of our senior assessor has met up with you and discussed the outcome of the claim in more detail.

Please give us a call should you need any further assistance, or if you need anything else going forward.

Best regards,
The MiWay Team

From Olebogeng on Feb 10, 2018

I'm really disappointed in the service I received... i submitted my claim through the app immediately after my accident and it takes a whole week for you to authorize, what's the use of paying for a courtesy car if im going to be carless for so long especially when the accident was not my fault. And im only forwarded an email on terms and conditions of car hire after i claim they should have been available when I joined. I will definitely NOT recommend 'yourway' to any1 I know.

MiWay's response on 12.05.2018 15:29

Thank you for your message, and we value your feedback.  We have since been informed that Elisa has been in touch and discussed your concerns in more detail.

Elisa will await your feedback as discussed, and we urge you to give her a call once you’ve decided on the way forward with your claim.

Best regards,
The MiWay Team

From Nadine on Feb 9, 2018

Wow I have no words to describe the horrendous experience of dealing with MIWAY. Last year I reversed into a friend of mine and it took me 3 weeks, numerous photos, affidavits, phone calls and visits to prove that there was nothing wrong with my vehicle. Yes believe it!! trying to prove there is nothing wrong was more difficult that just taking a sledgehammer and bashing a dent in the vehicle which would have satisfied them more. On the 12th January my son had an accident and wrote my vehicle off, it is now 09 February 2018, 100's of phone calls or more to all sorts of people, photos, trips to the accident scene, papers required etc.etc, just to try and prove on their part that he was a regular driver and on my part trying to prove he wasn't the regular driver. They ask incomplete questions from people, then get a story that they question because they don't get the full story and you have to try and justify over and over again. Then you have to prove ownership of other vehicles and documents and then those people will be hounded and pestered into stories that most probably will be construed as false. I have faithfully been a client for many years and never even claimed for a chipped windscreen. I am now going to withdraw the claim as it most probably is only worth an amount of R30 000 or something pathetic. And cancel my insurances, If they had just said that a non registered driver needs an excess of eg.R20 000 I would have accepted it and carried on with my life, however they make you feel like a second rate citizen. I will never recommend MIWAY to anyone, I would absolutely hate to own a R500 000 vehicle and be in the same position!!! Run for the hills!!!

MiWay's response on 09.02.2018 14:42

We value your feedback and thank you for taking the time to write to us!  We believe that Bongi has tried to get in touch to discuss your concerns with you, unfortunately he was unable to reach you.

We urge you to give him a call should you need anything else.

Best regards,
The MiWay Team

From CELESTE BOSMAN on Feb 9, 2018

I have received a quote from you for a minor accident.. Apart from the R3000 excess that I know about there are also two other deductions which I'm not happy about. 1) Why make a deduction because I was the only person involved in the accident? 2) When I took out the insurance one of the questions asked is whether I'v had any claims in the last how many years. My reply was that I have not had an accident in 30 years, Now R5000 is taken off because of this being my first accident!!!! My question is what is the excess for then if you still take these amounts off and for what reason, because I'm a good driver, do I get penalised for that? If you have a good look at my car you will see what condition it is in and it is 9 years old with only 71000 km on the odometer. I am a pensioner and I find your way of doing business unacceptable. In due course I will cancel my insurance with you as you are milking people for no reason and in my case, as a pensioner, I find these deductions absolutely ridiculous. I may as well not claim and pay for a private concern to fix my car. Thank you Mrs C Bosman

MiWay's response on 13.02.2018 16:03

We value your feedback and thank you for taking the time out to write to us!  We believe that Latoya has since been in touch to discuss the way forward on your claim.

Please don’t hesitate to give us a call should you need anything else.

Best regards,
The MiWay Team

From Leon Venkatasalu on Feb 9, 2018

Hi I have been waiting from 26 January for a consultant to contact me regarding my claim.my vehicle was booked with the first panel beater which is about 130km from me and the second time it was booked with a panel beater in Johannesburg when I'm in kzn.no consultant phoned me to confirm which panel beater is closer or suitable for me to take my vehicle.I have spoken to people on the app,I have sent an e-mail to a consultant and tried phoning but no one contacted me u ntill today. Can someone please tell me what must I really do next as this kind of service is really unacceptable. How much more longer must I wait till someone contact me to solve this issue.Must I sort out my vehicle on my own and then cancel my policy with midway.

MiWay's response on 12.02.2018 12:03

Thank you for taking the time to write to us, and we have to apologise for any inconvenience caused.  We believe that Mpumi has since given you a call to discuss the way forward with your claim.  We are happy to hear that you have been given options that will make the process much easier for you.

Please don’t hesitate to give us a call should you need anything else going forward.

Best regards,
The MiWay Team

From David mabulela on Feb 8, 2018

I am happy the service of miway they don't care about the clients , since they took my car to panelbeters they dnt contact me and they take car hire and now is being nearly 2 month

MiWay's response on 12.02.2018 13:43

We need to sincerely apologise for the delays you have experienced with the repairs to your car and we assure you that it is not our intention to cause you any hassles. We believe that Tshego has since given you a call to provide feedback and we  urge you to give us a call should you need any further assistance.

Best regards,
The MiWay Team

From CM Labuschagne on Feb 8, 2018

I'm highly disappointed in the service with my vehicle accident claim. I've been in an accident 10 days ago, My car only went for assessing yesterday. after a tow truck company phone me directly advising me they will collect my car - only after I inquired this from MiWay raising my concerns wrt MiWay not informing me who when and where my car will be collected, they contacted me! I do not have a rental car and were only inform yesterday that I can complete a request, a week ago when I phoned and enquired about the rental car I was told that I can only apply after the claim has been approved. Miway keeps on sending us a sms informing us that we must phone them? Is this Miway's company policy that they do not phone the client and that the client should phone them? Even the assessor send a sms saying we must phone him. MiWay's motto on adverts is" Miway insurance - doing insurance your way..." but this statement is everything but !

MiWay's response on 12.02.2018 11:55

We value your feedback and we have to say sorry for the inconveniences caused by the delays on your claim.  We believe that Lesego has since been in contact with you to explain the process and what you can expect with your claim.  We assure you that we will always provide necessary feedback as much and as soon as possible, and it is never our intention to cause you any hassles.

Please don’t hesitate to give us a call should you need anything else going forward.

Best regards,
The MiWay Team