MiWay
Unreasonable turnaround time on claims processing

I reported an accident claim on 20/11/2013 at 08:00. I was told by my claims handler that turnaround time for this is 2 working days. I called for an update today and was on hold for a while. I selected the call back option and after 3 hours I still did not receive a call from them. I called again and got through to another claims handler who told me that the response time on my claim will be 9 to 10 working days all of a sudden and not 2 days anymore. When I asked why, he said that they have to do various validations. What kind of validations need to be done? I am a registered customer with a valid policy for 2 years now and have not skipped a single payment and now my vehicle is damaged. What more info do you need? What is so difficult about that? When asked if my vehicle is driveable I said yes I drove it home after the incident. But after further investigation I saw that my support strut on the front end of my car is twisted and that the bracket is severly bent. I am not an engineer or a vehicle damage specialist so I cannot comment on the structural integrity of these parts. Therefore I do not want to drive my vehicle for safety reasons. I think this is reasonable.

Company: MiWay
Country: South Africa
City: Claims Dept

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