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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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35089 comments and counting...

From Collin on May 25, 2018

My claim was handled professionally and timeously,thanks to the team. Now I am extremely disappointed with the service in recovering my excess which I had to pay upfront. Talking to Phumzile whom is the worst,Khutso who tried to help,Ditshego,Olivia who promised to get Phumzile to call me and never returned my call and Rizelle. Up until today I had to the calling,it seems like nobody is interested, because I am still waiting. Hopefully I will get a response soon.

MiWay's response on 25.05.2018 16:20

Please accept our sincere apologies for the hassles you’ve experienced with the excess recovery on your claim.  It is not our intention to cause you any inconvenience.  We believe that our Legal Team has since given you a call to discuss the progress of your claim, and Khanyi, who is allocated on your claim, will keep you in the loop going forward.

Please do give us a call should you need assistance with anything else.

Best regards,
The MiWay Team

From mathaba on May 24, 2018

miway took 15 days to approve our claim, and our courtesy car was for 20days, and you promised then you process within 72hrs, and you are not updating the customers, I was calling you guys each and everyday, problem the 20days will expired soon, we won't have a car after that, we're going to struggle because of that.. the question is who's way is it? your way or my way? 🤔

MiWay's response on 25.05.2018 12:50

Thank you for bringing this to our attention, and we apologise for the inconvenience caused.  We believe that Shenta has since given you a call to discuss your concerns with you, she has also confirmed that she will keep you in the loop going forward.

Should you need anything else, we urge you to give us a call.

Best regards,
The MiWay Team

From Winnie on May 23, 2018

Extremely dissapointed with the service with our car claim which is taking forever to be authorised since last week tuesday. Have been talking to David and Thabelo, David is just the worse! No customer care or sympathy whatsoever! Not an asset to the company! We have a courtecy car apparently it's only for 20days! I asked what will happen when that 20days expires he says i don't know what an idiot! If management who can professionally advise with knowledge can contact me and handle this claim properly fast and efficient the better it will be for now service and customer care is a minus zero!

MiWay's response on 24.05.2018 15:39

We are sorry to hear you feel this way, and for the let-down, it is not our intention to cause you any hassles.  We believe that Thabelo has since been in touch to discuss the way forward with your claim, and what is still required from you in order to proceed.

Should you need any further assistance, we urge you to give us a call.

Best regards,
The MiWay Team

From Verity on May 23, 2018

I am not happy with the outcome of my recent claim. My policy cover sheet which is my contract, stipulates My Jewellery for the Mimoveables section has an insured value for R19 487. I am paying the associated premium. There is no specified items mentioned in the coversheet . For the camera, there is the make/name of the camera 'Nikon'. My wedding ring and engagement ring is lost but Miway only wants to cover the engagement ring. The value of both my rings is less than the insured value in the cover sheet/contract. I am not satisfied and will take this further. Claim number: 9****4. How can I manage my policy actively if Miway does not provide the full information required to do so. How can you specify one item i.e. camera and not the other? Is Miway intentionally doing this so that customers cant see what they are covered for and in turn lose out on their claims?? According to your policy for specified moveables "... each item is specifically listed and the value noted on my coversheet" and non-specified moveables, "the maximum amount each item is covered for is mentioned in my coversheet. This was not the case on my coversheet!!

MiWay's response on 24.05.2018 09:21

We are sorry to hear you feel this way, and it is not our intention to cause you any hassles.  We believe that Stefan has been in touch with you to discuss your concerns in more detail, he’ll await the signed document as discussed to finalise your claim.

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

Best regards,
The MiWay Team

From NICHOLAS TUTTELBERG on May 22, 2018

I wanted a bit more guidance and advice from Mi Way consultant in terms of what the procedure is, i have not claimed a lot in the last 10 years so the claiming process is new to me and a bit confusing

MiWay's response on 24.05.2018 15:41

Thank you for your note.  We believe that Nadine has been in touch to discuss the process with you, she has also sent you the necessary documentation in order for you to make a decision.

Please do give us a call should you need assistance with anything else.

Best regards,
The MiWay Team

From WK Wakeford on May 21, 2018

Miway vehicle insurance. Absolutely appalling service. The motor bike accident occurred on 19 April 2018. Miway arranged for a recovery vehicle. A standard toe truck was sent to the scene. We then had to wait for a flat bed truck to remove the motorbike. The accident was reported the same day and the case number reported. Several calls and 3 and a half weeks later we got a response... Miway did not know where the motor bike was. Again several calls later the motor bike was located and we were informed that it had not been assessed as yet, after several heated discussions the motor bike was taken to Honda West Rand for assessment. The assessment was done and submitted to Miway. I was assured that they would respond within 24-48 working hours. I have made 5 more calls and sent emails today, I was assured they would respond. I am still waiting. Do not ever deal with : Precious Lekgau (Ramokgopa) , Vincent Zulu , Pauline, or Tracey.

MiWay's response on 24.05.2018 09:15

Please accept our sincere apology for the delays you experienced on your claim. We believe that Tracey has been in touch with you to apologise and to discuss your concerns in more detail. We’re happy to report that your claim has since been authorised, and that she also explained what you can expect moving forward with the claim.

REPLACE

Best regards,
The MiWay Team

From Palesa on May 21, 2018

Miway yesterday I lodged a claim online regarding my geyser that is about to fall from a wall. Today in the morning at 8:29am my phone rings once from this number 0119900008 and then I receive a message written Miway tried to contact me but you were unable to reach me. Which is a complete lie your staff member made the phone ring once and quickly sent an sms that they tried to call me. Where do you get such a lazy person who doesn’t want to work from? I have a geyser that is about to fall from a wall and here you are can’t helped me because of a lazy staff member who doesn’t want to work

MiWay's response on 22.05.2018 15:17

Thank you for taking the time to write to us, and we value your feedback.  We are sorry to hear this, and we believe that Lonwabo did get in touch with you and you were transferred to our Emergency assist department for further assistance.

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

Best regards,
The MiWay Team

From Refilwe on May 21, 2018

I have been trying to get through to the claims department since 10:30 this morning, calls just go unanswered. I submitted a vehicle theft claim on Wednesday and was told that an assessor will be assigned and contact me. The assessor was assigned on Thursday and I have not heard from him until now. I am highly frustrated because no one is saying anything - there is no email, no call, no SMS, no communication at all. Is it possible to be assigned another assessor and how soon can I expect some from him/her, even if its an introduction call.

MiWay's response on 22.05.2018 10:36

We have to thank you for taking the time to write to us, and for bringing this to our attention.  Please accept our sincere apologies for the inconvenience caused by the lack of feedback on your claim.  We believe that Deon has given you a call to discuss your concerns with you in more detail, and he has also explained what to expect moving forward.

Oratile will keep you in the loop moving forward, and we urge you to give us a call should you need anything else in the interim.

Best regards,
The MiWay Team

From Dennis Mulauzi on May 18, 2018

I logged a claim C9****1 and I am still waiting for feedback. I even sent a follow-up email and still got no response. I have now decided to go and fix the chip on my own as I'm afraid the longer it takes the chip might develop into a crack and become more expensive as I would then have to replace the entire windscreen.

MiWay's response on 22.05.2018 15:39

Thank you for your message, and we are sorry to hear this.  We believe that Thabang has been in touch with you to provide feedback on your claim, and what you can expect moving forward.

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

Best regards,
The MiWay Team

From Sandra on May 18, 2018

Dear Sir or Madam MiWay Policy_ 4******3_ N******6_C9****5_AR NO 0*/0*/2*** I urgently need to write to you about my claim and get an urgent resolution. My claim was submitted on 04.05.2018 has just been approved based on an Assessment report where Repairer on the assessment report Harvey's Of Durban S******1 quoted repairs to the value of R37,176.67. My car is presently at Genesis Panel and Paint since 04.05.2018. I have not seen the quote from Genesis Panel and Paint not was I advised that they are not a Miway Dealer. I only received the assessment report 18 May 2018 08:51 AM. This means that i only discovered that the claim approval has been based on this value. This is my 1st insurance claim, which i have informed all Miway agents of. I repeatedly asked every agent that i spoke to if there was a problem with the Miway tow truck and dealer where my car was and was advised that there was no problems. Please can you urgently get hold of with electronically so that we can resolve this issue. Many thanks Sandra

MiWay's response on 22.05.2018 15:31

Thank you for taking the time to write to us.  We believe that Palesa has since been in touch with you to discuss your concerns.  She has also sent you an email detailing the progress of your claim and what you can expect moving forward.

Please don’t hesitate to get in touch with her directly should you need anything else going forward.

Best regards,
The MiWay Team

From Mbali on May 17, 2018

This insurance will sure loose lots of clients starting with me, unprofessional non assistance at all, all week they telling bussy with validation, I be calling all week and I get the same response, this is bull

MiWay's response on 21.05.2018 11:26

Thank you for your note, and we apologise for the delays experienced.  We believe that Bridget has given you a call to apologise for the hassles experienced with these delays, and has also explained the validation process to you in more detail, and what you can expect moving forward.

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

Best regards,
The MiWay Team

From Ntlatlana Jonas Maleka on May 17, 2018

Miway insurance shame on you, i actually realised that you are best at monthly subscription deduction not on rendering service you promised to me.On the 28-04-2018 i lodged a claim of my canopy door glass and the lady by the name of elisa nxumalo was assighed to assist me but until to date no final answer provided and i submitted all required documentation papers like vehicle agreement from the dealer to show that the car came with that canopy as requested by her, now she vanished in a thin air.Reference number:C9****1. Again on the 08-05-2018 my car was involved in an accident ,the car came from drop off zone drove into my middle lane and hit my rear lift tyre and minor damage occured, i was requested to send scene pictures which i did and take my car for assessment on the 08-05-2018 since then no word from assighed guy to assist Kabelo seheto, what is happening in fact i need an explanation and anwers actually you(miway) you don`t understand or consider the frustration you cause in my life.Thanx

MiWay's response on 22.05.2018 15:35

First of all thank you for bringing this to our attention, and we sincerely apologise for the hassles you’ve experienced so far.  We believe that both Kabelo and Elisa have been in touch with you with regards to your outstanding claims.  We are happy to hear that you have been assisted, however we urge you to give us a call should you need anything else going forward.

Best regards,
The MiWay Team

From Jafta on May 17, 2018

I had an accident on the 14.05.2018, called and informed MiWay about it, they send an auto repair company to collect my car to be fixed. The car is send back not fixed,they phone me today to tell me my cover is not for repairing minor damages is for write-offs. Which cover is for repairing minor damages?? I am not happy with the service of MiWay. The cover says accidental damage!

MiWay's response on 25.05.2018 12:57

Thank you for your message, and for taking the time to write to us.  We believe that Mmabatho has given you a call to discuss your concerns with you in detail, and she’s also explained the outcome of your claim.  She’ll send you the calls as discussed, and until such time, please do give us a call should you need help with anything else.

Best regards,
The MiWay Team

From Sharon on May 17, 2018

I would just like to thank Miway, but in particular the lady called Palesa. She was most friendly and professional. When we were cut off while on the phone, she immediately called me back. I would like her superiors to know what a super help she was. She surely deserves a 'cheers' from me. Thank you again.

MiWay's response on 17.05.2018 15:58
This is such a fantastic compliment and exactly the kind of feedback that we strive for. Thanks for taking the time to compliment Palesa on her efficient service delivery and for recognising her efforts. We’ll be sure to do the same!

Best regards,
The MiWay Team

From Siphiwe Chauke on May 17, 2018

Good service

MiWay's response on 17.05.2018 14:21
That's what we love to hear! Thanks for sharing.

Best regards,
The MiWay Team

From Nhlanhla Magagula on May 17, 2018

Hi, I submitted my claim and complied to Miway requirements, I am very unhappy the way my claim is being handled, firstly Miway opted to write-off the car due to parts scarcity and pricing, I asked for other options and opted to fix my car on my own, I was then offered 'write-off' amount of R6k less Excess of R2k they say it's for single car accident, I questioned why write-off as the car is drivable and why I being charged excess I was told it's a buy back option and my car's salvage value is the same as trade value, I told them it's my first time experience and against laws where scrap value is same as trade and as for excess it’s unfair because none of the excess conditions apply to my case. I sent email requesting explanation and for us to resolve this issue. Instead I receive emails that my car is no longer covered and changes done to my policy with no explanation or whatsoever. I sent follow up email requesting explanations as to changes and claim...No reply up today As it stands today - No claim settlement, worse-off car has been taken out of my policy, left with car needing repairs, I am the one who initiates correspondence for resolution but no feedback or whatsoever from Miway. I have go all out myself to source for alternative client communication I ask what have I done to deserve such treatment?, I see some of your ads on tv with happy smiling clients for excellent treatment from you, but none for me, I am frustrated and asking myself what have put myself into Please step in to solve my claim

MiWay's response on 21.05.2018 11:29

Thank you for taking the time to write to us.  We believe that Busi has since given you a call to discuss your concerns in more detail, and we happy to hear that your claim has since been authorised and settled.

Please do give us a call should you need anything else going forward.

Best regards,
The MiWay Team

From Gert Deysel on May 17, 2018

I had an incident with a truck and and stones dropping from it at 10h45 this morning and I claimed via phone and 12h30 my stone chip was fixed at PG Glass. No cost to me. Freaking amazing service. Well done Miway.

MiWay's response on 17.05.2018 13:26
Now that’s what we call awesome service! Thanks for sharing.

Best regards,
The MiWay Team

From kumarsamy on May 17, 2018

Hi Please cancel policy. Thank you K.ARCHARY

MiWay's response on 17.05.2018 13:31
Thanks for the note! We’d like to confirm that we’ve cancelled your policy as requested. Please don’t hesitate to give us a call if there's anything else we're able to help with.

Best regards,
The MiWay Team

From Thobani on May 17, 2018

I am happy with the turnaround time in processing my claim. I can now claim that you are the best insurer by far. Though I must say that there was a lack of communication from the person assigned to my claim.

MiWay's response on 24.05.2018 09:19

Thank you for giving recognition where its due, and we’re sorry to hear about the lack of communication experienced throughout your claims process.  We believe that Lisa has since tried to get in touch with you, but was unable to reach you.  She has sent you an email in the interim, but please do give her a call should you wish to discuss your concerns with her in more detail.

Best regards,
The MiWay Team

From Stephen Blake Meecham on May 17, 2018

We have received excellent service!!!!

MiWay's response on 17.05.2018 10:37
What awesome feedback! Thanks for sharing.

Best regards,
The MiWay Team